Customer Experience Manager

2 weeks ago

Quebec City, Canada Laura Canada Full time

Description de l'entreprise

Laura Canada est une entreprise familiale iconique et innovatrice qui exploite Laura et Melanie Lyne, deux grandes bannières de vêtements pour femmes. Établie à Laval, au Québec, Laura Canada conçoit, produit, commercialise et distribue des vêtements de qualité partout au Canada. Nous sommes fiers d’employer plus de 2 000 collègues dévoués et d’exploiter plus de 140 magasins et deux boutiques en ligne. Notre succès repose sur l’engagement inconditionnel de notre équipe à offrir une expérience client exceptionnelle tout en incarnant nos valeurs d’intégrité, de respect, d’esprit d’équipe, de performance et de passion.

Nous croyons qu’une expérience client exceptionnelle est motivée par notre engagement à offrir une expérience exceptionnelle à nos employés.
- Le genre masculin est utilisé comme générique, dans le seul but de ne pas alourdir le texte_

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.

Description du poste

**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 continuellement les tendances de l’achalandage et réagit en temps opportun.
- Développe et maintient efficacement une clientèle personnelle en utilisant les outils de Laura Canada et s’assure que tous les conseillers de vente en font autant.
- Démontre de bonnes aptitudes dans la création d’une garde-robe en coachant et en transmettant ses connaissances sur les tendances actuelles de la mode, sur les produits et sur les besoins uniques des clientes.

**3. Rendement du magasin**
- Contribue à l’atteinte de tous les principaux objectifs financiers établis par Laura Canada:

- Ventes
- Ratio de fermeture
- Heures
- Pertes
- Dollars par transaction
- Unités par transaction

**4. Gestion du personnel**
- Participe au recrutement des meilleurs talents en se servant de tous les outils de recrutement de l’entreprise.
- Maintient une équipe performante par le biais d’excellentes aptitudes en évaluation, d’un coaching continu et de l’évaluation du rendement des conseillers de vente.
- Identifie et règle les problèmes avec les membres de l’équipe et intervient rapidement auprès des membres moins performants en utilisant les ressources de l’entreprise et en remplissant les documents appropriés (PCR, Résumé de la discussion, formulaire de non-conformité, etc.).
- Délègue des responsabilités appropriées aux conseillers de vente.
- Est responsable du succès de l’intégration de tous les nouveaux conseillers de vente en leur donnant une orientation approfondie et des commentaires, et en procédant à une évaluation de 3 mois.
- Comprend les ambitions professionnelles des conseillers de vente et collabore avec les gestionnaires pour développer les aptitudes requises.
- Respecte et s’assure que tous les membres de l’équipe connaissent, comprennent et respectent toutes les politiques et procédures actuelles et nouvelles de l’entreprise (ex. : code vestimentaire, prévention des pertes, santé et sécurité et ressources humaines).
- Remplace le gérant de magasin, au besoin.

**Exigences**
- Passion communicative pour la mode et le service à la clientèle
- Un minimum de 2 années d’expérience dans u

  • Customer Experience Program Manager

    6 days ago

    Quebec City, Canada EightSix Network Full time

    Job Description The guardian to our customer experience! Are you someone who believes that a positive experience can make a huge difference in people’s appreciation of specific companies, services or products? As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department? Can you...

  • Director of Customer Experience

    2 weeks ago

    Quebec City, Canada EightSix Network Full time

    Job Description Are you looking to shape the future of customer experience? Join us to make a difference at Bath Fitter. Who are we? For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be...

  • Director of Customer Experience

    4 weeks ago

    Quebec City, Canada EightSix Network Full time

    Job Description Are you looking to shape the future of customer experience? Join us to make a difference at Bath Fitter. Who are we? For nearly 40 years, Bath Fitter has been perfecting its process to meet the needs and provide the best bathtubs for everyone. Our showers and bathtubs are made of shiny acrylic that is easy to clean and can be...

  • Ambassador Customer Experience

    4 weeks ago

    Quebec City, Canada Banque Laurentienne Full time

    Quebec- Customer servicePart Time- 26833- 22 November 2023**Laurentian Bank. Seeing beyond numbers** **Building a better and different financial institution** Financial Benefits Working Environment Commuting and Travelling Food and Drinks Nice to have Financial Benefits Pension plan Group Insurance Stock purchase program Mortgage, Line of Credit,...

  • Supervisor, Customer Experience

    6 days ago

    Quebec City, Canada Chrono Aviation Full time

    **Who are we?** Based at Quebec City's Jean Lesage International Airport, LUX FBO (a Chrono Group company) is a fast-growing company operating a ground operations and refuelling service. Our parent company, Chrono Aviation, was founded in Quebec City in 2012. In its early days, the company operated a Pilatus PC-12 and employed two pilots. Today, Chrono...

  • Customer Experience Associate

    3 weeks ago

    Quebec City, Canada TD Bank Full time

    **Customer Experience Associate**: - 426378BR **Job Category - Primary** - Retail Banking - Customer Service **Work Location** - 8940 Viau Boulevard **Employment Type** - Regular **City** - St. Leonard **Time Type** - Part Time **Province/State** - Quebec **Hours** - 15 **Workplace Model** - Onsite **Pay Details** **Department Overview** At TD...

  • Customer Experience Associate

    4 weeks ago

    Quebec City, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Customer Experience Associate

    4 weeks ago

    Quebec City, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...

  • Customer Experience Associate

    2 weeks ago

    Quebec City, Canada TD Bank Full time

    **Work Location**: Beaconsfield, Quebec, Canada **Hours**: 15 **Line of Business**: Personal & Commercial Banking **Pay Details**: **KEY ACCOUNTABILITIES** **CUSTOMER** - **Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and...

  • Customer Experience

    1 month ago

    Quebec City, Canada Linen Chest Full time

    **Company Description** Customer Experience & Support Specialist** Pre-Sales Support: - Prequalify leads by understanding customer needs and determining appropriate solutions. - Schedule and coordinate in-home consultations for potential customers. - Maintain accurate records of customer interactions and leads in the CRM system. After-Sales Support: -...

  • Customer Experience Associate Maguire

    4 weeks ago

    Quebec City, Canada Scotiabank Full time

    Requisition ID: 173894 Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. **About the role**: As a Customer Experience Associate, you are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial...

  • Manager, Customer Experience Ii

    3 weeks ago

    King City, Canada TD Bank Full time

    **Work Location**: King City, Ontario, Canada **Hours**: 18.75 **Line of Business**: Personal & Commercial Banking **Pay Details**: **KEY ACCOUNTABILITIES** **CUSTOMER** - **Lead, coach, and proactively model exceptional service at every customer interaction in the lobby and on the frontline**: - **Responsible for maintaining optimal colleague...

  • Customer Experience Representative

    2 weeks ago

    Quebec City, Canada Oxford Properties Full time

    Why join us? Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story. At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are...

  • Manager, Customer Experience II

    3 weeks ago

    King City, Canada The Toronto-Dominion Bank (Canada) Full time

    Manager, Customer Experience II page is loaded Manager, Customer Experience II Apply remote type On Site locations King City, Ontario time type Part time posted on Posted 3 Days Ago job requisition id R_1350624 Work Location:King City, Ontario, CanadaHours:18.75Line of Business:Personal & Commercial Banking Pay...

  • Manager, Customer Experience II

    2 weeks ago

    King City, Canada The Toronto-Dominion Bank (Canada) Full time

    Manager, Customer Experience II page is loaded Manager, Customer Experience II Apply remote type On Site locations King City, Ontario time type Part time posted on Posted 3 Days Ago job requisition id R_1350624 Work Location:King City, Ontario, CanadaHours:18.75Line of Business:Personal & Commercial Banking Pay...

  • Customer Experience Associate

    2 weeks ago

    Quebec City, Canada TD Bank Full time

    Work Location: Québec, Quebec, Canada Hours: 30 Line of Business: Personal & Commercial Banking Pay Details: **Job Description**: KEY ACCOUNTABILITIES CUSTOMER - Create an exceptional customer experience with every customer interaction and contribute to the ongoing improvement of the overall branch customer experience through service and advice -...

  • Manager, Customer Experience II

    2 weeks ago

    King City, Canada TD Bank Full time

    Work Location:King City, Ontario, CanadaHours:18.75Line of Business:Personal & Commercial BankingPay Details:We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.Job...

  • Manager, Customer Experience II

    2 weeks ago

    King City, Canada TD Bank Full time

    Work Location:King City, Ontario, CanadaHours:18.75Line of Business:Personal & Commercial BankingPay Details:We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.Job...

  • Gestionnaire de l'expérience client

    6 days ago

    Quebec City, Canada EightSix Network Full time

    Job Description À propos de nous Groupe APP est la maison-mère des marques Mackage et SOIA & KYO, basée à Montréal, dont les bureaux se trouvent actuellement à Montréal, Toronto, New York, Miami, Shanghai, Munich et Paris. MACKAGE Experts de la protection toutes saisons depuis , Mackage travaille les cuirs, duvets et laines parmi les...

  • Customer Experience Program Manager

    3 weeks ago

    Montreal, Quebec, G4F, CA Coveo Solutions inc. Full time

    The guardian to our customer experience! Are you someone who believes that a positive experience can make a huge difference in people’s appreciation of specific companies, services or products? As customers ourselves, are we not delighted each time we have a pleasant experience interacting with a customer service department? Can you remember the best...