Customer Experience Leader

3 months ago

Edmonton, Canada Skechers Canada Full time

The Customer Experience Leader is responsible for driving exceptional customer experiences across all touchpoints within the retail store. This role supports the store management team by overseeing customer experience and overall store operations during breaks and peak periods. This role acts as a liaison between store management and performance specialists, ensuring smooth store operations and maintaining high standards of customer service.

**_ Compensation Information_**

**_ Starting Rate: $21.85_**

**ESSENTIAL** **DUTIES** **&** **RESPONSIBILITIES**

**SALES**
- Creating connections with customers and offering specialized product knowledge to generate sales
- Expert knowledge in zoned department that creates an elevated customer experience
- Expected to engage customers and provide excellent customer service in order to meet or exceed assigned sales plans and target metric within the assigned store.
- Ensures proper zoning and coverage in key areas of the store during break segments
- Maintains a commitment to the company’s sales processes, values and business code of ethics.
- Properly and accurately retrieves or receives merchandise for customer.
- Completes POS transactions that require approval and override. Opening and closing the POS, returns, exchanges, employee discounts and inventory control transactions.

**PRODUCT**
- Assists in proper product placement and consistent execution of company’s marketing and visual presentation standards and directives.
- Sets up visual displays, arranges merchandise on the sales floor to promote sales.
- Maintains visual and marketing standards.
- Ensures accurate display and product pricing.
- Stock shelves and end caps with merchandise. Sets up displays, end caps and bins according to company directives.
- Ability to professionally communicate and engage customers by answering questions and sharing product features and benefits.

**PEOPLE**
- Collaborates with the store management team to provide quality training and guidance to new team members
- Provides coaching and development as directed by Store Management team to enhance the performance of the Performance Specialist team
- Demonstrates teamwork by working cooperatively with others toward common group objectives, demonstrates respect for the ideas and contributions of other team members
- Cultivates positive relationships with other associates, and provides assistance and support to others.
- Represents the company in a positive manner both with internal and external customers

**OPERATIONS**
- Completes all inventory processes promptly and accurately in order to limit losses and shrink.
- Documents any customer or employee incidents that occur.
- Responsible for heavy amounts of stock functions including, but not limited to, stock processing, filling and stocking floor racks and back-stock racks, in-store inventories, shifting bins and walls of product, etc. Physical workload and manual labor to be performed by associates may be heavy (warehouse environment).
- Completes change request orders, reconciles end of day banking when requested by General Manager and Store Manager.
- Complies with policies and procedures at all times.
- Will maintain keys to the store to complete opening and closing responsibilities as scheduled.
- Completes quality store recovery throughout the shift and at closing in order to prepare for the next day’s business.
- Willing and able to clean shelves, counters, tables, floors and overall store.
- Completes daily housekeeping and cleaning to ensure store is always visually appealing to customers.
- All employees are required to use ladders as an essential function of this job, as that is part of the daily duties to maintain the store’s daily operations and in order to service customers. Therefore, dress code and safety policies must be followed. This is also outlined under the PHYSICAL DEMANDS section of the job description.

**ADDITIONAL**

**RESPONSIBILITIES**:
To be determined by your Management at any given time.

**SUPERVISORY** **RESPONSIBILITY**:
This role is a lead position with the primary purpose to ensure the store daily operations are executing at Company described standards. This position is not a management position and will not confront employees on personnel issues but, will document and notify management. Responsible for documenting daily incidents either from customers or employees when they are leading the stores in the absence of a member of management.

**QUALIFICATIONS**:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

**JOB**

**REQUIREMENTS**:

- Minimum 1 year experience in a supervisory role that is responsible for customer experience
- Ability to execute excellence to company standards at all times.
- Must possess good written and verbal communication.
- Must produce work that is accur

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