Customer Experience Leader

3 weeks ago

Medicine Hat, Alberta, Canada Mark's Full time

About This Role

As a Customer Experience Leader, you'll play a vital role in shaping the customer journey at Mark's. You'll lead and inspire a team of dedicated associates, ensuring they deliver exceptional service that aligns with our company values.

Your Responsibilities:

  • Collaborate closely with senior management to build and nurture a high-performing team, fostering a culture of excellence and recognition.
  • Develop and implement effective scheduling strategies to optimize operations and ensure seamless customer service.
  • Champion our loyalty programs, providing comprehensive training and guidance to your team to maximize customer engagement.
  • Drive the Manager on Duty program, elevating the in-store experience and exceeding customer expectations.
  • Cultivate a positive and supportive work environment where associates feel valued and empowered to deliver outstanding service.
  • Provide ongoing coaching and mentorship to your team members, fostering their professional growth and development.
  • Analyze customer feedback and implement data-driven strategies to continuously enhance the customer experience.
  • Collaborate with cross-functional teams to ensure a cohesive and seamless customer journey across all touchpoints.
  • Effectively manage customer escalations, resolving issues promptly and professionally while upholding our commitment to customer satisfaction.

Your Skills and Qualifications:

  • Proven leadership abilities with a passion for inspiring and motivating teams.
  • Exceptional communication skills, both written and verbal, enabling clear and effective interactions with team members, customers, and stakeholders.
  • Strong problem-solving skills with the ability to analyze situations, identify solutions, and implement effective strategies.
  • A customer-centric mindset with a deep understanding of customer needs and preferences.
  • Results-oriented approach with a focus on achieving key performance indicators (KPIs).
  • Technical proficiency to support team operations and drive efficiency.
  • Adaptability and flexibility to thrive in a dynamic and fast-paced environment.

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