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Customer Experience Manager, Queensway

3 months ago

Golden Horseshoe, Canada Mark's Full time

What you’ll do

  • Partner with SGM to hire and build a strong and diverse team.
  • Assist in scheduling and workload planning for efficient operations.
  • Take ownership of loyalty programs and coach and train team members on these programs.
  • Run the Manager on Duty program to enhance the customer experience on the sales floor.
  • Create a positive culture where associates are recognized for exceptional service.
  • Lead from the floor and actively build, manage, and develop team members.
  • Ensure consistent delivery of outstanding customer experiences aligned with the company's mission and values.
  • Identify areas for improvement in customer experience and implement appropriate strategies.
  • Analyze customer feedback and implement improvements based on insights gathered.
  • Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
  • Handle customer escalations and resolve issues or complaints promptly and effectively.
  • Connect customers with products and services to meet their needs.

What you bring

  • Strong leadership abilities to guide and inspire team members.
  • Excellent communication skills to effectively communicate with team members, customers, and stakeholders.
  • Strong problem-solving ability to handle challenging situations.
  • Strong interpersonal skills to build positive relationships with team members and customers.
  • Customer-centric mindset with a deep understanding of customer needs and preferences.
  • Ability to develop and mentor team members to foster a high-performing and motivated team.
  • Results-oriented with a focus on achieving key metrics such as overall sales, training saturation, inventory accuracy, staff turnover, and net promoter score.
  • Technical proficiency to support teams and drive efficiency.
  • Adaptability to thrive in a fast-paced environment.
  • Decision-making agility to make effective decisions.
  • Collaborative mindset to work effectively with others.
  • Future-focused with a desire to continually develop and improve.
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