Customer Experience Manager, McKeown Ave

Marks; North Bay; Hybrid; CAD 42,000 - 53,000; Full time

Benefits offered by this job

Competitive pay

Benefits & retirement programs

Performance incentives

Well-being perks

Career growth & product discounts

Job summary

Marks is seeking a Customer Experience Manager/Assistant Manager to lead a store leadership team and drive exceptional customer service in our Mark’s Stores across Canada. You will partner with the Store GM on scheduling, loyalty initiatives, and daily operations on the sales floor.

You will analyze customer feedback, implement improvements, and resolve escalations while coaching staff to deliver consistent, brand-aligned experiences that contribute to increased sales, training coverage, and

Qualifications

• Proven leadership experience managing and developing a diverse team.
• Excellent communication with staff, customers, and stakeholders.
• Strong problem-solving and conflict-resolution abilities.
• Customer-centric mindset and ability to analyze feedback for improvements.

Responsibilities

• Lead and develop the store leadership team to deliver outstanding customer experiences.
• Assist in scheduling and workload planning for efficient operations.
• Own loyalty programs and coach team members on program execution.
• Manage the Manager on Duty program to enhance on-floor experience.
• Identify and implement improvements based on customer feedback and insights.
• Resolve customer escalations promptly and uphold brand standards.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer focus

Mentoring

Adaptability

Decision-making

Collaboration

Job description

**Role Purpose**The Customer Experience Manager/Assistant 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. The Customer Experience Manager/Assistant Manager leads with our organizational Core Values and strives to live out our Brand Purpose each day “To Make Life in Canada Better” by connecting customers with products and services to keep them Warmer, Drier, Safer, and More Comfortable.**What you’ll do*** Partner with SGM 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**What you bring*** 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, training saturation, 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.We’re always looking for great talent! In addition to competitive pay, we offer: • Comprehensive benefits and retirement programs • Performance incentives • Other perks to support your well-being • Career growth opportunities and product discounts Our typical hiring range is between $42,000 and $52,500. Salary decisions are also dependent on other factors such as your experience, job-related knowledge, skills and competencies, store size and market location, industry benchmarks, internal equity and other role-specific requirements.