Customer Experience Manager - Dufferin Mall

Mark's Work Wearhouse Ltd.; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A retail company in Toronto is seeking a Customer Experience Manager to lead the store's customer experience initiatives. You will build a strong team, oversee operations, and analyze customer feedback to drive improvements. Candidates should possess exceptional leadership and communication skills, with a focus on customer satisfaction and team development.

Qualifications

• Strong leadership abilities to guide and inspire team members.
• Excellent communication skills to effectively communicate with team members, customers, and stakeholders.
• Customer-centric mindset with a deep understanding of customer needs and preferences.

Responsibilities

• Partner with Store Manager to hire and build a strong and diverse team.
• Lead from the floor and actively build, manage, and develop team members.
• Ensure consistent delivery of outstanding customer experiences aligned with the company's mission and values.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer-centric mindset

Job description

Overview

The Customer Experience Manager is a member of the store leadership team and is responsible for ensuring exceptional customer experiences in our Mark’s Stores. They lead and develop a strong team, drive efficient operations, and analyze customer feedback to make improvements.

Responsibilities

• Partner with Store Manager to hire and build a strong and diverse team
• Assist in scheduling and workload planning for efficient operations
• Take ownership of loyalty programs and coach and train team members on these programs
• Run the Manager on Duty program to enhance the customer experience on the sales floor
• Create a positive culture where associates are recognized for exceptional service
• Lead from the floor and actively build, manage, and develop team members
• Ensure consistent delivery of outstanding customer experiences aligned with the company's mission and values
• Identify areas for improvement in customer experience and implement appropriate strategies
• Analyze customer feedback and implement improvements based on insights gathered
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints
• Handle customer escalations and resolve issues or complaints promptly and effectively
• Connect customers with products and services to meet their needs

Qualifications

• Strong leadership abilities to guide and inspire team members
• Excellent communication skills to effectively communicate with team members, customers, and stakeholders
• Strong problem-solving ability to handle challenging situations
• Strong interpersonal skills to build positive relationships with team members and customers
• Customer-centric mindset with a deep understanding of customer needs and preferences
• Ability to develop and mentor team members to foster a high-performing and motivated team
• Results-oriented with a focus on achieving key metrics such as overall sales, trainingsaturation, inventory accuracy, staff turnover, and net promoter score
• Technical proficiency to support teams and drive efficiency
• Adaptability to thrive in a fast-paced environment
• Decision-making agility to make effective decisions
• Collaborative mindset to work effectively with others
• Future-focused with a desire to continually develop and improve