Specialist, Customer Experience

2 weeks ago

Toronto, Canada Joe Fresh Full time

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

**Location**:
2 Fraser Ave, Toronto, Ontario, M6K 1Y6

Fresh Style. Fresh Careers. Founded in 2006, Joe Fresh is a leading source for modern style and accessible design, offering comprehensive lifestyle collections for men, women and children. Joe Fresh delivers quality and compelling value in categories spanning apparel, accessories, footwear and Joe Fresh Beauty® cosmetics. Joe Fresh collections are polished and sophisticated, with a focus on essential designs that appeal to a broad range of style-savvy consumers

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct - it reinforces what our customers and stakeholders expect of us.

Why is this role important?

**Job Description**:
The role of the Apparel Specialist is to coach, develop and train the Store Colleague on business wide training programs, Brand standards and to create a positive experience for the customer. This includes the on-the-job component of new Manager Training as well as standards and processes they relate to the department. The Apparel Specialist is responsible for training new colleagues, managers and peers on brand standards in stores.

In addition, the Apparel Specialist is responsible for delivering and rolling out core foundational training, National business initiatives and Merchandising programs to store colleagues. The Apparel Specialists will work with both the Business units and Operations team to ensure a National standard implementation of all programs and processes and the sharing of best practices across stores. The apparel specialists will have a passion for the business, solid operational experience, and a desire to make a difference by helping colleagues to develop their skills, build accountability, drive results and provide a positive customer experience.

The specialists is a pivotal role which provides required support to District Managers, Store Managers, Department Managers and other store colleagues to ensure great execution on both merchandising and operational standards in order to achieve growth in sales, profit and market share.

Accountabilities:

- Working with a group of assigned stores, ensure department adherence to company policies/procedures and consistent execution of format process and strategy. Determine how variances from policy or strategy should be addressed.
- Specialists will work in partnership with the store colleagues to set directives, train and maintain the visual standards for merchandise presentation, coach existing and new colleagues on company floor standards for appropriate visual presentation an placement of merchandise during the store visit.
- Will be the Liaison between Merchandising and Operations to ensure the communication is effective to the stores (re-execution on key programs, seasonal programs, category relines, new program rollouts) taking feedback to the merchandising teams and stores, and ensuring issues get addressed.
- Participate in weekly conference calls, Business Unit Feedback/priorities, merchandising feedback in store execution challenges or opportunities, review any new processes.
- Conduct store visits, analyze department performance and provide feedback to District, Store and Department Managers. Develop action plans to address any gaps in performance or procedure. Follow up with Department and Store Managers on prior feedback/action plans in order to ensure continuous department improvement. Keep District Managers and Director abreast of progress on improvement plans in their respective stores.
- Help identify stores that require priority assistance with merchandising, reduce shrink, and develop action plans with Department Managers and Store Managers to address this issue, and work with them to implement the action plan.
- Work with departments on customer feedback and requests for new products to ensure high levels of customer service are provided.
- Ensure that department budgets are met and that departments achieve targets for sales, margins, period end results, inventory, and shrink, and other CLASS measurements.
- As required, help departments resolve external issues such as vendor credits and internal issues such as labour scheduling and interpersonal conflicts.
- As required, provide direction and support to assist with new store openings and refurbishments
- Conduct 2-4 merchandising workshops for store colleagues to attend for training on up to date brand standards.
- Follow up on Directive compliance, Business Unit initiatives and programs
- Review merchandising expectations on programs, new deliveries arrivals.

Role Requirements:

- Operational experience as a specialist, preferably in the department he/she will be responsible for
- Retail management experience; experience working in multiple formats a plus
- Excellent problem solving, communication and interpersonal skil

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