Customer Experience Manager

3 weeks ago

Ottawa, Canada Laura Canada Full time

Company Description

Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two online stores. We attribute our success to the unwavering commitment of our team to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.

**Job Description**:
**1. Coaching and Development**
- Observes and coaches team members’ behaviors to maintain high standards of customer service and product knowledge.
- Develops and trains team members on exemplary customer service as per Company standards.
- Trains team members on new arrivals, product knowledge, and current fashion trends.
- Acts as a role model in catering to the customers’ unique needs and meets management contribution standards.
- Conducts SPA weekly.
- Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and direct ship.
- Fosters a vibrant, fun, energetic and enjoyable store environment.

**2. Customer Service**
- Demonstrates excellent floor leadership and has exceptional control of sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.
- Continually monitors traffic trends and reacts in a timely manner.
- Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
- Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs.

**3. Store Performance**

Contributes to achieve all key financial objectives established by Laura Canada:

- Sales
- Closing ratio
- Hours
- Shrink
- Dollars per transaction
- Units per transaction

**4. People Management**
- Participates in recruiting top talent utilizing all Company recruitment tools.
- Maintains a performing team through excellent assessment skills, ongoing coaching and evaluation of performance of Sales Associates.
- Identifies and resolves team members’ issues and deals with underperforming team members in a timely manner utilizing the Company’s resources and completing related documentation (PCP, SOD, NC, etc.).
- Delegates appropriate responsibilities to Sales Associates.
- Is responsible for the successful integration of all new Sales Associates through a thorough orientation, feedback and 3-month reviews.
- Understands Sales Associates’ career ambitions and partners with Management to develop required skills.
- Adheres to and ensures that all team members are aware of, understand and comply with all new and existing Company policies and procedures (e.g. Dress Code, Loss Prevention, Health & Safety and Human Resources).
- Acts as a back-up to the Store Manager.

**Requirements**:

- Contagious passion for fashion and customer service
- A minimum of 2 years experience in a leadership role and passion for coaching and developing others
- Proficient in delegation and follow-ups
- Ability to create a positive work environment where team members are motivated to learn and grow
- Excellent communication and interpersonal skills
- Excellent problem solving skills
- Demonstrates initiative on an on-going basis.
- Embraces Company initiatives and acts as a change agent to ensure directives are met.
- Open to feedback and implements change in a timely manner
- English and/or French as required
- **1. Coaching et développement**
- Observe et coache les comportements des membres de l’équipe afin de maintenir des normes élevées de service à la clientèle et de connaissance du produit.
- Forme les membres de l’équipe sur un service à la clientèle exemplaire selon les normes de l’entreprise.
- Forme les membres de l’équipe sur les nouveautés, les connaissances sur le produit et les tendances actuelles de la mode.
- Agit comme un modèle en répondant aux besoins uniques des clientes et répond aux normes de contribution des gestionnaires.
- Fait des séances SPA chaque semaine.
- Agit comme un modèle en faisant la promotion du site Web, du G.R.C. du magasin, du programme de fidélisation, des initiatives de marketing en place et de l’expédition directe.
- Favorise un environnement vivant, plaisant, dynamique et agréable.

**2. Service à la clientèle**
- Fait preuve d’un excellent leadership sur l’aire de vente et en a un contrôle exceptionnel (normes du service à la clientèle, cabines d’essayage, couverture des zones, comptoir-caisse) et surveille les résultats de la responsabilité des segments.
- Surveille

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