Customer Experience Manager - LAURA PLUS

Laura Canada Inc.; North Carolina; On-site; USD 35,000 - 65,000; Full time

Job summary

An established industry player in women's fashion retail is seeking a dynamic leader to enhance customer experiences and drive store performance. This role involves coaching and developing a high-performing team, ensuring exceptional customer service, and achieving financial objectives. The ideal candidate will possess a contagious passion for fashion and customer service, with a proven track record in leadership. Join a vibrant and energetic environment where your contributions will significantly impact the team's success and customer satisfaction.

Qualifications

• 2+ years of leadership experience with a passion for coaching.
• Strong problem-solving abilities and delegation skills.

Responsibilities

• Coach team members to maintain high customer service standards.
• Monitor sales floor performance and customer service quality.
• Participate in recruiting and onboarding new Sales Associates.

Skills

Leadership

Coaching

Customer Service

Problem Solving

Delegation

Job description

Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market, and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two online stores. Our success is driven by our team's commitment to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is rooted in providing an exceptional employee experience.

Job Description

1. Coaching and Development

• Observe and coach team members’ behaviors to maintain high standards of customer service and product knowledge.
• Develop and train team members on exemplary customer service as per Company standards.
• Train team members on new arrivals, product knowledge, and current fashion trends.
• Act as a role model in catering to customers’ needs and meeting management contribution standards.
• Conduct weekly SPA sessions.
• Promote the website, store CRM, loyalty programs, marketing initiatives, and direct ship options.
• Create a vibrant, fun, energetic, and enjoyable store environment.

2. Customer Service

• Demonstrate excellent floor leadership and control of sales floor areas, including customer service standards, fitting rooms, zone coverage, and cash desk management.
• Monitor traffic trends and react promptly.
• Build and maintain a personal clientele using Laura Canada’s tools, encouraging Sales Associates to do the same.
• Share knowledge on current fashion trends, products, and customer needs to demonstrate strong wardrobing skills.

3. Store Performance

Contribute to achieving key financial objectives such as:

• Closing ratio
• Hours

4. People Management

• Participate in recruiting top talent using all company recruitment tools.
• Maintain a high-performing team through assessment, coaching, and performance evaluations.
• Address team members’ issues and manage underperformance promptly, utilizing company resources and documentation.
• Delegate responsibilities appropriately to Sales Associates.
• Ensure successful onboarding of new Sales Associates through orientation, feedback, and reviews.
• Support team members’ career development in partnership with management.
• Ensure compliance with all company policies and procedures, including dress code, loss prevention, health & safety, and HR policies.
• Act as a back-up to the Store Manager when needed.

Qualifications

• Passion for fashion and customer service that is contagious.
• Minimum of 2 years of leadership experience and enthusiasm for coaching and developing others.
• Proficient in delegation and follow-up skills.
• Able to create a positive work environment that motivates learning and growth.
• Excellent problem-solving abilities.
• Demonstrates initiative consistently.
• Open to feedback and implements changes promptly.