Customer Experience Manager, McKeown Ave

Atmosphere Ltd.; North Bay; Hybrid; CAD 42,000 - 53,000; Full time

Benefits offered by this job

Comprehensive benefits and retirement

Performance incentives

Other perks to support well-being

Career growth opportunities and staff/

Job summary

Atmosphere Ltd. in North Bay, ON is seeking a Customer Experience Manager to lead the store leadership team, drive exceptional customer experiences, and coach a diverse team. You will analyze feedback, optimize loyalty programs, manage on-duty coverage, and collaborate across departments to improve metrics like sales and NPS.

Join a role that combines leadership with hands-on coaching, cross-functional collaboration, and a focus on delivering the brand promise of better life in Canada.

Qualifications

• Strong leadership and team-building abilities.
• Excellent communication with team, customers and stakeholders.
• Proven problem-solving in a fast-paced retail environment.
• Customer-centric mindset with deep understanding of needs.
• Ability to mentor and develop team members.
• Track record of driving key metrics and service excellence.

Responsibilities

• Partner with SGM to hire and build a diverse team.
• Assist in scheduling and workload planning for efficient operations.
• Own loyalty programs and coach team members on these programs.
• Run the Manager on Duty program to enhance the customer experience on the floor.
• Create a positive culture where associates are recognized for exceptional service.
• Lead from the floor and actively develop team members.
• Ensure consistent delivery of outstanding customer experiences aligned with brand values.
• Identify areas for improvement in customer experience and implement strategies.
• Analyze customer feedback and implement improvements based on insights.
• Collaborate with other departments for a seamless customer experience.
• Handle escalations and resolve issues promptly and effectively.
• Connect customers with products and services to meet their needs.

Skills

Leadership

Communication skills

Problem-solving

Interpersonal skills

Customer-centric mindset

Coaching/mentoring

Results-oriented

Technical proficiency

Adaptability

Decision-making

Collaboration

Future-focused

Job description

## Customer Experience Manager, McKeown AveApply: North Bay, ON: Full time: Posted 2 Days Ago: JR166076**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.