Customer Experience Leader

22 hours ago

Mississauga, Ontario, Canada Indigo Books & Music Inc. Full time
Job Description

The Customer Operations Leader – Store Experience is responsible for leading the execution of work that contributes to the customer experience and omni sales results. They provide coaching and feedback to Customer Experience Representatives (CERs) on the company's customer service model and on suggesting and selling products, promotions, and programs to customers. They ensure customers have a frictionless experience of the store's omni and payment operations. They help influence a store culture that promotes employee engagement, growth, and development.

Key Responsibilities:

  • Coach and provide feedback to CERs on providing excellent customer service and suggesting and selling products, promotions, and programs
  • Lead execution of activities to support strategic priorities, sales goals, and profitability targets
  • Act as an advocate for the customer by placing them at the forefront of all decision-making processes
  • Proactively identify and anticipate customer expectations and needs
  • Consistently identify areas for improvement, diagnose issues, and work to resolve them
  • Embrace and champion technology that creates high-tech and high-touch solutions for customers
  • Support execution of experiential, marketing, and community elements of customer experience, including social media, national and store-level author and kids events, store-level customer initiatives, and customer loyalty programs
  • Lead execution of payment experience, including maintenance of cash office and payment desk
  • Open and close store as well as responsibility for managing sales floor
  • Participate in the joint health and safety committee and ensure health and safety of employees and customers is top priority

Requirements:

  • 1-2 years of experience in a customer service, merchandising, or operations role
  • Demonstrated commitment to creating an exceptional employee and customer experience
  • Experience leading others
  • Knowledge of provincial health and safety standards
  • Performance-oriented
  • Ability to exercise good business acumen and systemic thinking that supports meaningful decisions
  • Ability to prioritize, plan, and execute while being agile
  • Ability to be mobile on the sales floor for extended periods of time
  • Availability to work a flexible schedule, including evenings, weekends, and holidays
  • Ability to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniques
  • Bilingualism (French/English) is required for all positions in Québec

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