Customer Experience Manager, McKeown Ave

Canadian Tire Corporation•North Bay, ON

3d•Onsite

About The Position

This role is responsible for partnering with the Store General Manager (SGM) to build and lead a strong team, ensuring efficient operations through effective scheduling and workload planning. The Customer Experience Manager will own loyalty programs, train team members on these initiatives, and manage the Manager on Duty program to enhance the in-store customer experience. A key focus is creating a positive culture that recognizes exceptional service, leading from the floor, and actively developing team members. The position requires ensuring consistent delivery of outstanding customer experiences aligned with the company's mission and values, identifying areas for improvement, analyzing customer feedback, and implementing strategies based on insights. Collaboration with other departments is essential for a seamless customer experience across all touchpoints. This role also involves handling customer escalations and resolving issues promptly and effectively, connecting customers with products and services to meet their needs.

Requirements

Strong leadership abilities to guide and inspire team members.
Excellent communication skills to effectively communicate with team members, customers, and stakeholders.
Strong problem-solving ability to handle challenging situations.
Strong interpersonal skills to build positive relationships with team members and customers.
Customer-centric mindset with a deep understanding of customer needs and preferences.
Ability to develop and mentor team members to foster a high-performing and motivated team.
Results-oriented with a focus on achieving key metrics such as overall sales, training saturation, inventory accuracy, staff turnover, and net promoter score.
Technical proficiency to support teams and drive efficiency.
Adaptability to thrive in a fast-paced environment.
Decision-making agility to make effective decisions.
Collaborative mindset to work effectively with others.
Future-focused with a desire to continually develop and improve.

Responsibilities

Partner with SGM to hire and build a strong and diverse team.
Assist in scheduling and workload planning for efficient operations.
Take ownership of loyalty programs and coach and train team members on these programs.
Run the Manager on Duty program to enhance the customer experience on the sales floor.
Create a positive culture where associates are recognized for exceptional service.
Lead from the floor and actively build, manage, and develop team members.
Ensure consistent delivery of outstanding customer experiences aligned with the company's mission and values.
Identify areas for improvement in customer experience and implement appropriate strategies.
Analyze customer feedback and implement improvements based on insights gathered.
Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
Handle customer escalations and resolve issues or complaints promptly and effectively.
Connect customers with products and services to meet their needs.