Senior Manager, Customer Experience Enablement & Execution

Loblaw Companies Limited; Toronto; On-site; CAD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Customer Experience Enablement & Execution. This pivotal role focuses on enhancing customer experiences across retail locations through the development of strategic initiatives and collaboration with cross-functional teams. You will innovate service strategies, create training materials, and address customer friction points to drive loyalty and sales. Join a reputable brand dedicated to inclusivity and community, where your contributions will shape the future of customer engagement and service excellence.

Benefits

Employee Discounts

Competitive Pay

Online Learning Opportunities

Qualifications

• 5-7 years of retail operations experience with strong strategic thinking.
• Experience in developing and implementing retail training programs.

Responsibilities

• Develop and implement customer experience strategies aligning with company objectives.
• Create training materials for frontline staff and design service programs.

Skills

Strategic Thinking

Cross-functional Leadership

Problem-solving

Communication

Prioritization

Retail Operations

Job description

Senior Manager, Customer Experience Enablement & Execution

Join us as a Senior Manager, Customer Experience Enablement & Execution at Loblaw Companies Limited.

Role Overview

The Senior Manager, Customer Experience Enablement & Execution is responsible for developing, executing, and scaling initiatives to enhance customer experience across Shoppers Drug Mart store locations. This role involves creating strategic customer experience initiatives, working with cross-functional teams to develop programs, processes, and best practices based on business needs and customer feedback, ensuring a high-quality, consistent customer experience across all retail touchpoints.

Location

243 Consumers Road, Toronto, Ontario, M2J 4W8

Company Background

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Nous avons plus de 1300 magasins et sommes déterminés à bâtir une équipe inclusive et collaborative. Rejoignez-nous pour contribuer à un avenir sain pour tous les Canadiens.

Key Responsibilities

• Develop and implement customer experience strategies and programs aligning with company objectives.
• Innovate service strategies and create new initiatives to ensure experience consistency.
• Develop service standards, training, and management guides.
• Create training materials and scripts for frontline staff for daily operations and special programs.
• Design service programs to drive sales through improved customer service and loyalty.
• Identify and address customer friction points collaboratively across teams.
• Partner with stores and HR on employee engagement initiatives.
• Develop coaching tools for management to maintain standards and consistency.
• Identify best practices and operationalize them nationally.
• Lead communication strategies and incorporate feedback for continuous improvement.

Qualifications

• Strong strategic thinking with experience leading cross-functional initiatives.
• Experience in retail training program development and implementation.
• Proven problem-solving skills and operational challenge management.
• Exceptional communication skills for engaging various stakeholders.
• Strong prioritization skills and experience managing large-scale programs.
• 5-7 years of retail operations experience.

Why Join Us

Experience a unique retail industry perspective with a reputable national brand, benefit from employee discounts, competitive pay, and online learning opportunities. Take ownership, care about your work, colleagues, customers, and community.

Our Values and Culture

We seek authentic, trustworthy individuals who embrace change and thrive in a fast-paced environment. We celebrate Canada's diversity and are committed to inclusivity and legal compliance. Accommodation is available for applicants with disabilities.