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Customer Service Operations Leader

3 months ago

Regina, Saskatchewan, Canada CareerBeacon Full time
Customer Experience Manager

The Customer Experience Manager (CXM) plays a vital role in the leadership and management team of the store, ensuring the implementation of store standards throughout all departments. This includes overseeing customer service, operational processes, and department readiness. The CXM is responsible for managing all activities necessary for a secure opening and closing of the store. They provide coaching to associates, handle escalated customer service issues, and fulfill Manager on Duty (MOD) responsibilities. The CXM communicates priorities effectively, ensuring that daily tasks are accomplished and the store operates seamlessly. In instances where the CXM is the sole Manager present, they are expected to make informed business and associate decisions in collaboration with relevant resources while adhering to standard operating procedures (SOPs). The CXM also contributes insights 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 may assist in the selection and hiring process as necessary.

Service Responsibilities and Tasks:
  1. Enhance customer service and associate engagement; mentor associates on effective customer service practices to ensure the highest level of service delivery.
  2. Address and resolve customer escalations both within the store and through customer care channels.
  3. Prepare Department Supervisors and Associates for peak business periods.
  4. Monitor customer flow at checkouts and take proactive measures to guarantee fast and friendly service, implementing corrective actions as needed.
People Responsibilities:
  1. 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.
  2. Utilize recognition tools to celebrate associates demonstrating value-driven behaviors and productivity.
  3. Offer feedback to Assistant Store Managers on associate performance and engage in talent planning for all hourly associates.
  4. Support the Store Manager and Assistant Store Managers in the associate interview and hiring processes.
  5. Manage and address missed punches, schedule changes, and call-outs, communicating necessary follow-up actions with Assistant Store Managers and the Store Manager.
  6. Ensure compliance with safety work rule policies as outlined in the Standards of Performance, holding associates accountable for adherence to all SOPs.
Manager On Duty Responsibilities:
  1. Lead the store kickoff meeting and conduct walkthroughs of each department to confirm store readiness. Communicate key messages, priorities, and tasks to all associates.
  2. Execute Opening, Closing, and MOD tasks along with other store-wide responsibilities.
  3. Validate daily store priorities in collaboration with Assistant Store Managers and the Store Manager.
  4. Ensure associates complete all store checklists according to timing expectations, providing feedback and verifying issue resolution and preventative measures.
  5. Guarantee that associates adhere to all safety and Hazmat protocols and Safety Matters guidelines consistently.
  6. Confirm that all equipment and machinery are operating correctly.
  7. Review current and upcoming events and promotions to assess any required actions, partnering with the appropriate Department Supervisor or Assistant Store Manager as necessary.
Minimum Requirements
  1. Must be at least 18 years of age.
  2. Must have legal authorization to work in Canada.
  3. Ability to work a flexible schedule.
  4. A minimum of 3 years of relevant work experience.
Preferred Qualifications
  1. Experience in whole store management.
  2. Background in big box retail.
  3. Experience in the home improvement sector.