Customer Service Operations Leader
1 month ago
Customer Experience Manager
The Customer Experience Manager (CXM) plays a pivotal role within the leadership and management team of the store, ensuring the implementation of store standards throughout all areas, including customer service, departmental readiness, and operational processes. The CXM is responsible for managing all activities necessary for a secure opening and closing of the store. This role involves coaching team members, addressing customer service issues, and fulfilling Manager on Duty (MOD) responsibilities. The CXM will communicate priorities effectively and ensure that daily tasks are executed efficiently, maintaining smooth store operations. In instances where the CXM is the sole Manager present, they will be expected to make informed business and personnel decisions in collaboration with relevant resources while adhering to standard operating procedures (SOPs). The CXM will also provide valuable 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 be involved in the selection and hiring processes as necessary.
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 coordinate with Customer Care as needed.
Prepare Department Supervisors and Associates for peak periods.
Oversee customer flow at checkouts and take necessary actions 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 celebrate associates demonstrating core values and productivity.
Offer insights to Assistant Store Managers on associate performance and engage in talent planning for all hourly staff.
Assist Store Manager and Assistant Store Managers with the interview and hiring process for associates.
Manage missed punches, variances, schedule adjustments, and communicate with Assistant Store Managers and Store Manager regarding follow-up actions.
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:
Lead the store kickoff meeting and conduct walkthroughs of each department to confirm store readiness. Relay messages, priorities, and tasks to all associates.
Execute Opening, Closing, and MOD tasks along with other store-wide responsibilities.
Validate daily 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 the implementation of corrective actions.
Ensure compliance with all safety and Hazmat procedures and Safety Matters guidelines at all times.
Confirm that all equipment and machines are operating correctly.
Review current and upcoming promotions and events to determine necessary actions; collaborate with relevant Department Supervisors or Assistant Store Managers as required.
Must be at least 18 years old.
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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