Supervisor, Omnichannel Customer Experience

Holt Renfrew • Toronto, ON

1d • CA$56,000 - CA$80,000 • Hybrid

About The Position

The Omnichannel Customer Experience Supervisor will work closely with the store teams and customer care team to ensure our customers’ inquiries are responded to in a timely and elevated manner. This role will primarily support the daily workflow of customer inquiries and proactively identify and resolve issues which may include direct customer communication.

Requirements

• Post-secondary degree in a related field or 3+ years work experience
• Proficient in Microsoft Office
• Strong operations and task focused mindset
• Available to work evenings/weekends as required, to respond to stakeholder inquiries within a timely manner
• Excellent interpersonal skills; a team player who is able to act as both a leader and an individual contributor as required
• Confident and effective communication (written & verbal) and interpersonal skills and works well with cross-functional stakeholders
• Has a customer first mindset
• Experience with customer communication and managing resolutions
• Is adaptable and comfortable with ambiguity and change

Nice To Haves

• Knowledge of Ecommerce processes considered an asset

Responsibilities

• Oversee customer care queue performance, auditing responses for quality, consistency, and adherence to established service level agreements (SLAs)
• Lead ongoing performance management with the customer care vendor, providing structured feedback and driving continuous improvement
• Connect with customer care management team on daily/weekly basis as required to align priorities and performance
• Partner with customer care vendor management team and Online Operations & Customer Care Manager to manage and resolve escalations
• Monitor Ecomm Operations inbox – supporting stores by responding to and fielding inquiries (reallocation support, tech issues, product copy errors, ad hoc fulfillment reporting info etc.)
• Support stores and customer care teams in resolving order-related issues (e.g. mis-ships, short-ships, quality issues), ensuring timely, customer-first resolutions
• Assist in forecasting customer contact volume to support workforce planning
• Contribute to the development and continuous improvement of customer care standard operating procedures (SOPs), scripting and training materials
• Support rollout of customer care initiatives and programs related to Holt Renfrew strategic priorities in partnership with the Online Operations & Customer Care Manager
• Identify opportunities for process improvements to improve service levels and customer experience, inclusive of scripting, processes and SOPs and actively participate in projects to drive these improvements with the Online Operations & Customer Care Manager, and customer care team
• Provide assistance to the Call Centre Vendor Team lead & Operations Manager with continuous improvement needs to establish or modify existing SOPs, scripting, and content
• Monitor Call Centre performance to ensure timely responses and compliance with quality standards and SLAs
• Analyze call, chat, and email performance reports to provide actionable recommendations
• Support the development, documentation, and maintenance of customer care policies and procedures, including associated training materials

Benefits

• competitive total compensation
• generous employee discount
• pension
• health & dental benefits
• tuition assistance
• continuous learning and development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree