Training & Customer Experience (CX) Manager

JRoss Recruiters; Vaughan; On-site; CAD 85,000 - 110,000; Full time

Job summary

A recruiting agency is seeking a Customer Experience Leader in Vaughan, Canada. This role involves developing customer experience strategies and managing training programs for store teams, enhancing service and engagement. The ideal candidate will have a robust background in CX leadership within a retail environment and be passionate about customer engagement. Competitive compensation and benefits offered.

Benefits

Competitive compensation and benefits

Investment in growth

Autonomy and influence in strategy

Qualifications

• Proven experience in CX leadership, creating and measuring customer experience programs.
• Background in retail or contractor-supply environments.
• Skilled in training program design, delivery, and performance tracking.

Responsibilities

• Develop and implement a comprehensive CX strategy.
• Build and manage continuous development programs for store teams.
• Establish and monitor CX standards and KPIs.

Skills

CX leadership

Training program design

Project management

Exceptional communication

Customer engagement

Job description

• Develop and implement a comprehensive CX strategy across physical and digital channels.
• Define and improve customer journey mapping to support consistent, high-impact interactions.
• Build and manage continuous development programs for store teams, focused on service, selling, and brand storytelling.
• Create training content and delivery methods that empower staff to communicate the company’s value proposition and product quality.
• Partner with merchandising to optimize store presentation and storytelling, especially around private label products.
• Introduce a sales-focused mindset, shifting from transactional service to consultative selling.
• Establish and monitor CX standards and KPIs to track progress and drive accountability.
• Collaborate with Marketing, Merchandising, and Store Leadership to align brand messaging and customer experience.
• Influence or oversee store presentation, training design, and team coaching.

Requirements

• Proven experience in CX leadership, with a track record of creating, implementing, and measuring customer experience programs.
• Background in retail or contractor-supply environments, with familiarity in complex product categories (e.g., tools, construction, home improvement, workwear).
• Strong understanding of professional end-users and their expectations.
• Skilled in training program design, delivery, and performance tracking.
• A builder of programs—able to formalize and scale initiatives, not just deliver existing content.
• Passionate about service excellence, team empowerment, and customer engagement.
• Exceptional communication, leadership, and project management skills.
• Experience in organizations with dedicated CX or training functions (e.g., Canadian Tire franchise groups, Princess Auto, Home Depot, IKEA) is highly desirable.

Corporate Culture

• A values-driven culture focused on service, integrity, and continuous improvement.
• Autonomy and influence—you’ll have the opportunity to shape strategy and build programs from the ground up.
• Cross-functional collaboration with merchandising, marketing, and store leadership to align brand, training, and customer experience.
• Investment in growth—leadership is committed to supporting this role with the resources and visibility needed to succeed.
• A stable, respected business with a loyal customer base and strong market presence.
• Competitive compensation and benefits, with room for advancement as the company expands its CX and training capabilities.