Customer Experience Specialist - Centre of Store (Toronto, ON)

Loblaw Companies Limited•Brampton, ON

7d•CA$70,000 - CA$110,000•Hybrid

About The Position

The Specialist is a pivotal role which provides required support to District Managers, Franchisees/Store Managers, Department Managers and other store employees to ensure great execution on both merchandising and operational standards in order to achieve growth in sales, profit and market share. This role requires 90% travel to various stores in Atlantic Canada, Northern & Eastern Ontario. The preferred location for the candidate is Toronto, ON.

Requirements

Operational experience as a specialist, preferably in the department he/she will be responsible for.
Retail management experience; experience working in multiple formats a plus.
Excellent problem solving, communication and interpersonal skills.

Responsibilities

Work with Category Managers and Directors in the development of effective store merchandising programs within the format.
Working with a group of assigned stores, ensure department adherence to company policies/procedures and consistent execution of format process and strategy.
Determine how variances from policy or strategy should be addressed.
Act as a liaison to ensure effective collaboration between stores and merchandising, applying expertise in both fields to help provide clarity and reach agreement on specific standards of execution.
Conduct store visits, analyze department performance and provide feedback to District Managers, Franchisees, Store and Department Managers.
Develop action plans to address any gaps in performance or procedure.
Follow up with Franchisees, Store and department managers on prior feedback/action plans in order to ensure continuous department improvement.
Keep District Managers, Director of Merchandising, and Operations abreast of progress on improvement plans in their respective stores.
Help identify stores that require priority assistance reducing shrink, develop action plans with Franchisees, Store and Department Managers to address this issue, and work with the team to implement the action plan.
Provide guidance and feedback which complements Learning Material training to Department Managers and store employees.
Work with departments on customer complaints and requests for new products to ensure high levels of customer service.
Ensure that department budgets are met and that departments achieve targets for sales, margins, period end results, inventory, and shrink, and other CLASS measurements.
As required, help departments resolve external issues such as vendor credits and internal issues such as labour scheduling and interpersonal conflicts.
As required, assist with new store openings and refurbishments.