Director of Customer Experience Specialists No Frills – Western Canada

Loblaw Companies Limited; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in Canadian retail is seeking a Director for the NOFRILLS division in Western Canada. This role involves managing projects and initiatives to enhance store operations and customer experience. The ideal candidate will have extensive experience in store operations, strong leadership skills, and a proven ability to collaborate across various teams. Join a diverse and inclusive team committed to making a positive impact in communities across Canada.

Benefits

Comprehensive training

Flexibility

Competitive benefits

Qualifications

• 5+ years of experience in a store operations role.
• 2+ years of experience in a Customer Experience Specialist role preferred.

Responsibilities

• Maximize efficiencies in program and process implementation.
• Lead regional CES team to deliver a positive customer experience.
• Collaborate with Senior Leadership to develop long-term operational plans.

Skills

Problem Solving

Communication

Organizational Skills

Interpersonal Skills

Project Management

Tools

SAP

IPFR

BOSS

Planograms

Replenishment

Sweda Mart

Job description

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

Reporting to the Vice President of Operations, the Director, CES - NOFRILLS - Western Canada will support stores by effectively managing specific projects, programs and initiatives that impact NOFRILLS stores nationally. This challenging role works directly with many areas and levels of the business including Merchandising, Pricing, Promotions, Allocations, Marketing, Finance, and Operations teams to ensure communication & execution of the National standards for all programs and processes and to deliver great results. This role requires a process improvement mindset, ability to lead with purpose, ability to support efficient and meticulous execution, and a strong ability to collaborate and influence.

Accountabilities and Objectives :

• Maximize efficiencies in program and process implementation and increase productivity by reviewing best practices and enhancing where needed.
• Lead regional CES team to deliver a positive and customer experience in NOFRILLS stores.
• Build effective relationships at all levels with a number of cross functional teams that include Merchandising, Pricing, Promotions, Allocations, Marketing, Finance, and Operations as well as with Franchise Owners.
• Make decisions regarding operational activity and goals that deliver against strategic objectives and initiatives.
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely execution of deliverables and completion of tasks.
• Collaborate with Senior Leadership to develop long-term operational plans.
• Subject Matter Expert for stores related to SAP, IPFR, BOSS, Planograms maintenance, Replenishment, Receiving (BDR), Perpetual Inventory & Sweda Mart.
• Ensure efficient day to day operations of the regional CES team with a relentless focus on the customer experience.
• Support the CES team with escalations related to product flow from receiving to point-of-sale, receiving procedures, vendor resolution, DSD schedule uploads, ASN vendor review, SAP upgrades, reduction of operational costs, accuracy in inventory management, planogram processes, and PACE disciplines.
• Identify opportunities to further develop and implement improvement to retail processes.
• Remain current on business systems technologies; their applications and risk observed in retail operations to General Managers.
• Assist owners with understanding SAP Security Protocol by ensuring their employees are appropriately loaded into the Employee Lifecycle Manager (ELM) IT system.
• Support Franchise Owners with escalated operational concerns.

Role Requirements :

• Identifies opportunities; adapts strategy to changing conditions.
• Experienced in coaching, leading and motivating others.
• Excellent problem solving, communication, organizational, facilitation, presentation, project management and interpersonal skills.
• Must be able to manage multiple concurrent projects.
• Demonstrated ability to make sound judgments and decisions.
• Strong team player with self-discipline and motivation to work independently.
• Perpetual Inventory Management experience (system knowledge of SAP, IPFR, PI Practices, Planograms, Replenishment and Sweda Mart).
• Willingness and readiness to travel.
• 5+ years of experience in a store operations role.
• 2+ years of experience in a Customer Experience Specialist role preferred.

Key Measures (Performance indicators) :

• OSAT district vs. banner – District Manager & Franchisee support.
• District and Individual Store Performance (Focus store and Operational Process Scorecard).
• Store Standards execution supporting District Manager, Franchisee & Franchise employees.
• LCL Operational Dashboard (OVP Scorecard) – PI Accuracy, Hole Count, Manual Orders, Shop Floor Walks, Planogram Compliance.
• P&L Performance – Sales, Shrink (scrapping), Labour Management, Controllable Expenses.
• Systems Process Management – Service Now, ELM, SAP, IPFR, BOSS, Planograms maintenance, Replenishment, Receiving (BDR), Perpetual Inventory & Sweda Mart.

Loblaw recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants and colleagues with disabilities.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note : Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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