Director, Customer Experience Specialists - NOFRILLS

Loblaw Companies Limited•Brampton, ON

5d•CA$120,000 - CA$154,000•Onsite

About The Position

The Director of CES will support stores by effectively managing specific projects, programs and initiatives that impact NOFRILLS stores nationally. This challenging role works directly with many areas and levels of the business including Merchandising, Pricing, Promotions, Allocations, Marketing, Finance, and Operations teams to ensure communication & execution of the National standards for all programs and processes and to deliver great results. This role requires a process improvement mindset, ability to lead with purpose, ability to support efficient and meticulous execution, and a strong ability to collaborate and influence.

Requirements

Identifies opportunities; adapts strategy to changing conditions.
Experienced in coaching, leading and motivating others.
Excellent problem solving, communication, organizational, facilitation, presentation, project management and interpersonal skills.
Must be able to manage multiple concurrent projects.
Demonstrated ability to make sound judgments and decisions.
Strong team player with self-discipline and motivation to work independently.
Strong diagnostic analytical skills (Root cause analysis).
Perpetual Inventory Management experience (system knowledge of SAP, IPFR, PI Practices, Planograms, Replenishment and Sweda Mart).
Willingness and readiness to travel.
5+ years of experience in a store operations role.
Candidates who are 18 years or older are required to complete a criminal background check.

Nice To Haves

Subject Matter Expert for stores related to SAP, IPFR, BOSS, Planograms maintenance, Replenishment, Receiving (BDR), Perpetual Inventory & Sweda Mart.
2+ years of experience in a Customer Experience Specialist role preferred.

Responsibilities

Maximize efficiencies in program and process implementation and increase productivity by reviewing best practices and enhancing where needed.
Lead regional CES team to deliver a positive and customer experience in NOFRILLS stores.
Build effective relationships at all levels with a number of cross functional teams that include Merchandising, Pricing, Promotions, Allocations, Marketing, Finance, and Operations as well as with Franchise Owners.
Make decisions regarding operational activity and goals that deliver against strategic objectives and initiatives.
Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely execution of deliverables and completion of tasks.
Collaborate with Senior Leadership to develop long-term operational plans.
Ensure efficient day to day operations of the regional CES team with a relentless focus on the customer experience.
Support the CES team with escalations related to product flow from receiving to point-of-sale, receiving procedures, vendor resolution, DSD schedule uploads, ASN vendor review, SAP upgrades, reduction of operational costs, accuracy in inventory management, planogram processes, and PACE disciplines.
Identify opportunities to further develop and implement improvement to retail processes.
Remain current on business systems technologies; their applications and risk observed in retail operations to General Managers.
Assist owners with understanding SAP Security Protocol by ensuring their employees are appropriately loaded into the Employee Lifecycle Manager (ELM) IT system.
Support Franchise Owners with escalated operational concerns.