Director, Quality and Performance
3 weeks ago
Customer Experience Managers (CXM) are members of the store leadership and management team, overseeing execution of store standards across the entire store, including customer service, department readiness, and operational processes. CXMs manage all activities required to ensure a safe opening and closing process. At times, CXMs may be the only Manager available and will be expected to make business and associate decisions in partnership with appropriate resources and following policies. CXMs will provide input to the Store Manager and Assistant Store Managers on Associates performance through ongoing performance management, and talent planning discussions. coach and train associates on proper customer service techniques and ensure team is providing the highest level of customer service.
Assign, manage and direct associate's work and duties to drive customer service results.
PeopleProvide in the moment direction, coaching and performance management based on observations and behavior. Conducts formal performance conversations and discipline on customer service matters.
Ensure adherence to work policies regarding safety and hold associates accountable for following all policies.
responsible for managing and directing day-to-day operations of the store.
Provide feedback to associates and verify issue correction and preventive action in place.
Decision Quality
Operating a computer and other technology.
Working Conditions:Working within a flexible schedule that may include evening and weekends.
Minimum Years of Work Experience:2 years of customer service experience an asset
1 to 2 years Retail or Trade experience an asset
Minimum Leadership Experience:At least one year of relevant work experience as a leader/supervisor
Other Requirements/Assets:Must be able to work a flexible schedule.
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