Customer Experience Manager, McKeown Ave

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

Benefits offered by this job

Benefits & retirement

Performance incentives

Product discounts

Career growth opportunities

Job summary

Sportchek is seeking a Customer Experience Manager/Assistant Manager in North Bay to lead store teams and drive exceptional service in our Mark’s Stores. You’ll partner with store leadership to hire, coach, and develop a high-performing team while delivering strong sales and loyalty program results.

You'll analyze customer feedback, optimize operations on the sales floor, and ensure a seamless, brand-aligned experience for every guest.

Qualifications

• Experience leading retail teams and coaching staff.
• Ability to analyze feedback and translate into improvements.
• Strong communication and conflict-resolution skills.
• Commitment to brand values and customer service.

Responsibilities

• Partner with SGM to hire and build a diverse team.
• Assist in scheduling and workload planning for efficient operations.
• Own loyalty programs; coach team on program execution.
• Run Manager on Duty to enhance on-floor experience.
• Lead from the floor; mentor and develop team members.
• Ensure delivery of outstanding customer experiences aligned with brand values.
• Identify improvement opportunities from customer feedback and implement changes.
• Collaborate with other departments to ensure seamless experiences.
• Handle customer escalations promptly and resolve issues.

Skills

Leadership

Communication

Problem-solving

Interpersonal skills

Customer-centric

Mentoring

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.