Customer Experience Manager

1 week ago

Etobicoke, Ontario, Canada ATLAS MACHINERY SUPPLY LTD Full time
The Customer Experience Manager (CXM) inspires and drives the sales-merchandising culture at retail and sales-merchandising imperatives within each department. They take the lead in coaching and strive to consistently deliver the Atlas Experience.

The CXM will also partner with the B2B Sales Team to provide a steady stream of lead referrals from the retail floor to the B2B team through coaching 3Ps.


The CXM will also have a meticulous eye for merchandising and ensure that retail sales per square foot is maximized through daily full, attractive, interactive displays that are in line with the Section Perfection Playbook.

They will also work directly with the purchasing and Retail Operations Team to support having the right products, in stock, at the right price.

As a leader, the CXM will be an ambassador for Atlas Core Values in all they do.

Duties/Responsibilities:

  • Establish quarterly goals with associates and benchmark success using the Developmental Check-In tool.
  • Deliver the 3Ps sales model. Demonstrate and coach weekly focus topics.
  • Create individual 3Ps development plans for each CXA.
  • Perform associate sales analysis on established KPIs using available reports and tools. Share insight with the leadership team to help enrich coaching conversations and goal setting.
  • Coach team to filter customers through appropriate sales channels. "Feed" the B2B sales pipeline internally through associate lead referrals.
  • Lead associates within the PODs to establish teambased culture for sales growth and team learning.
  • Partner with Vendor Reps, Purchasing and Marketing on sales execution for flyers and seasonal promotions.
  • Cascade knowledge of all promotions to the POD and develop promotional tactics the team will use to maximize sales.
  • Perform brand sales analysis. Develop insights to share with purchasing.
  • Partner with vendors, marketing and sales staff to deliver successful and memorable Atlas Events.
  • Create and coordinate break and holiday schedules that ensure that there is always floor coverage.
  • Team sense of urgency picking up phone calls within 3 rings.
  • Work closely with the Retail Operation Team to make sure store inventorydisplay replenishment is taking place on a daily basis. Identify issues with autoreplenishment through immediate post autoreplen process and assist with mapping min/max for new skus.
  • Perform daily POD Standards walks and take direct and/or delegate corrective action on deficiencies.
  • Work closely with the purchasing team to adjust min/max reorder levels when observing out of stock items within the store.
  • Partner with GM, Retail Ops and Marketing to create merchandising plans seasonally to keep displays fresh and relevant for the season and upcoming sales and events.
  • All inventory displayed should have visible pricing and every available inch of space should be optimized daily.
  • Identify product knowledge (PK) gaps in the POD and structure training within house experts and vendors.
  • Actively listen to associate interactions on the sales floor and on the phone for training and coaching opportunities. Close these gaps and/or partner with Lead or knowledgeable associate to provide training.
  • Assist with interviews and onboarding new hires.
  • Perform keyholder and management duties opening and closing the store.
  • Tour the sales floor first thing in the morning, periodically throughout the day and at closing to identify and resolve issues. Escalate to appropriate channel where applicable.
  • Recognize security risks, follow loss prevention best practices and involve necessary stakeholders as needed.

Skills/Abilities:

  • 5 year's retail management experience with power tools or equivalent preferred. Excellent communication and interpersonal skills, including the ability to quickly build rapport with both customers and coworkers. Ability to work both independently and in a team setting. Ability to work in a fastpaced environment by demonstrating flexibility and adapting to last minute changes. Strong attention to detail and accuracy. Analytical ability to extract insights from data and reports to inform decisions. Ability to work self directed and set priorities in line with overall company objectives. Analytical ability to extract insights from data and reports to inform decisions. Ability to work self directed and set priorities in line with overall company objectives. Ideal Team Player. Focused on Team Goals and team contributing individual performance.

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