RHS Customer Experience Specialist

Loblaw Companies Limited; St. Albert; On-site; CAD 80,000 - 110,000; Full time

Job summary

Loblaw Companies Limited is seeking a Customer Experience Specialist (CES) in Canada. The role focuses on implementing and managing national standards, store programs, and processes on the Right-Hand Side of the store to improve customer experience and financial results.

The CES collaborates with stakeholders, supports training on standards and national initiatives, and helps drive continuous improvement across departments including PCX, Front-End, Cosmetics, Health & Beauty, and General

Qualifications

• 5+ years of operational experience in management roles.
• Experience in facilitating, training, and coaching employees.
• Excellent communication and interpersonal skills.
• Strong diagnostic and analytical abilities (root-cause analysis).
• Proven ability to manage change and adapt to shifting priorities.
• Highly organized with proficiency in technology and project management.
• Self-motivated team player aligned with Loblaw Leadership Behaviours.
• Flexibility to travel within the assigned region.

Responsibilities

• Ensure department adherence to company policies and procedures through store visits.
• Collaborate with Operations to develop and participate in action plans using data insights.
• Follow up on feedback and action plans to drive continuous improvement.
• Leverage analytics tools to identify trends and support improvements.
• Support and follow up on training for department programs and national initiatives.
• Ensure compliance with regional food safety, health/safety, and government regulations.
• Provide stakeholders with post-mortems from events and BU initiatives for learning.
• Participate in district calls to report progress on programs and opportunities.
• Support new store openings and remodels to uphold standards in the district.

Skills

Operational leadership

Training & coaching

Excellent communication

Root-cause analysis

Change management

Tech proficiency

Team player

Willing to travel

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.

About the Role

At Loblaw, we are committed to helping Canadians Live Life Well. We are looking for a Customer Experience Specialist (CES) to join our team to support the implementation and management of national standards, storeprogramsand processes on the Right-Hand Side of the store.

The CESworks closely with all stakeholders to foster an environment of continuous improvement and best practice sharing with a focus on improving customer experience and financial results.The CES supports training and development of store colleagues on standards, programs, and systems, fostering a community of learners,coachesand leaders in their stores.

The Right-Hand Side Specialist supports PCX, Front-End, Cosmetics, Health & Beauty, and General Merchandise for their district.

Key Responsibilities

• Ensure department adherence to company policies/procedures through store visits for consistent execution of processes and strategy.
• Collaborate with Operations to create andparticipatein focused action plans using data insights when there are variances from policy/strategy and opportunity sites.
• Follow up on prior feedback/action plans to ensure continuous department improvement.
• Leverage system technologies & tools such as Performance Analytics Center (PAC) andRobin analyzedata andidentifytrends to support continuous improvement.
• Support and follow-up on training related to department specific programs,standardsand National initiatives
• Ensure adherence to all regional legislation related to food safety, health and safety, and government affairs.
• Provide stakeholders with post-mortems from events, seasonalprogramsand BU initiatives to ensure key learning is captured and improvements are made for future initiatives.
• Participate in District calls to provide progress on current and upcoming programs,eventsand opportunities.
• Participate in new store openings/renos to ensure standards and execution within the district.

What You Bring

• 5+ years of operational experience in management roles with a proven ability to lead, motivate, and influence others.
• Expertisein facilitating, training, and coaching employees in both group and individual settings to foster growth and accountability.
• Exceptional communication and interpersonal skills, including the ability to navigate tough conversations and provide bold, constructive feedback.
• Strong diagnostic and analytical skills (Root Cause Analysis) paired with the financial acumen to make sound business decisions.
• Demonstrated ability to manage change, adapting positively to shifting priorities and an evolving environment.
• Highly organized withproficiencyin technology, time management, and project management.
• A self-motivated team player who reflects Loblaw LeadershipBehavioursand actively promotes a positive organizational culture.
• Flexibility and willingness to travel within the assigned region.

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.

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.

Hiring Range / Échelle salariale à l’embauche :$80,000.00 - $110,000.00 / 80.000,00$ - 110.000,00$ (per year / par an)A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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