Customer Service Operations Leader
1 month ago
Customer Experience Manager
The Customer Experience Manager (CXM) plays a vital role in the leadership and management team of the store, ensuring that store standards are met across all areas, including customer service, departmental readiness, and operational procedures. The CXM is responsible for overseeing all activities necessary for a secure opening and closing of the store. This role involves coaching team members, addressing escalated customer service issues, and fulfilling Manager on Duty (MOD) responsibilities. The CXM will communicate priorities effectively and ensure that daily tasks are accomplished, maintaining smooth store operations. In instances where the CXM is the sole manager present, they will be expected to make informed business and associate decisions in collaboration with relevant resources and in adherence to standard operating procedures (SOPs). The CXM will also provide feedback to the Store Manager and Assistant Store Managers regarding associate performance during ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will assist in the selection and hiring process as needed.
Key Responsibilities:
- Service Excellence:
Enhance customer service and associate engagement; mentor associates on effective customer service practices and ensure the team delivers exceptional service.
Address customer escalations within the store and liaise with Customer Care as necessary.
Prepare Department Supervisors and Associates for peak periods.
Monitor customer flow at checkouts and take action to guarantee prompt and friendly service. Implement corrective measures as required. - Team Development:
Provide immediate coaching based on observations and behaviors. Collaborate with Assistant Store Managers regarding formal performance discussions and disciplinary actions. Acknowledge associates who exemplify expected behaviors.
Utilize recognition tools to highlight associates demonstrating value-driven actions and productivity.
Offer insights to Assistant Store Managers on associate performance and engage in talent planning for all hourly staff.
Support the Store Manager and Assistant Store Managers in the associate interview and hiring process.
Manage and address missed time punches, schedule changes, and communicate with Assistant Store Managers and the Store Manager regarding follow-up actions.
Ensure compliance with safety work rule policies as outlined in the Standards of Performance. Hold associates accountable for adhering to all SOPs. - Manager on Duty Responsibilities:
Lead the store kickoff meeting and conduct walkthroughs of each department to confirm store readiness. Communicate key messages, priorities, and tasks to all associates.
Execute Opening, Closing, and MOD tasks along with other store-wide responsibilities.
Validate daily store priorities with Assistant Store Managers and Store Managers.
Ensure associates complete all store checklists in accordance with timing expectations. Provide feedback to associates and verify issue resolution and preventive actions.
Ensure adherence to all safety and Hazmat protocols and Safety Matters guidelines at all times.
Confirm that all equipment and machinery are functioning correctly.
Review current and upcoming promotions and events to determine necessary actions; collaborate with the appropriate Department Supervisor or Assistant Store Manager as needed.
Must be at least 18 years of age.
Must be legally authorized to work in Canada.
Ability to work a flexible schedule.
3 years of relevant work experience.
Preferred Qualifications:
Experience in whole store management.
Background in big box retail.
Experience in the home improvement sector.
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