Customer Experience Director

7 days ago

Old Toronto, Ontario, Canada Staples Full time

About the Role

We are seeking a highly skilled and experienced Executive Retail Manager to join our team at Staples Canada. As a key member of our leadership team, you will be responsible for enabling our work, learn, and grow culture; for our customers and associates.

Key Responsibilities

  • Provide leadership and shape the customer-centric culture at the store.
  • Build your community network and nurture the customer experience.
  • Lead referral-based business development to grow sales and customer loyalty.
  • Develop and execute business development strategies for SolutionShop (printing, digital marketing, shipping, and tech services).
  • Drive and encourage team for referral-based business development.
  • Provide team leadership through hiring, onboarding, coaching, and development.
  • Manage costs and meet all operational and financial metrics.
  • Manage and inspire the overall operational excellence and customer experience for your store. This includes overseeing all legislative and compliance standards are maintained.
  • Oversee asset protection procedures, privacy standards, and drive compliance.
  • Participate in district and regional initiatives, projects, and meetings to learn and grow in your role as a leader.
  • Act as an agile change leader, embracing change and owning the change and communication plans to ensure successful execution.
  • Lead a culture of engagement through ongoing learning, talent development, succession planning, and the use of performance management processes in the store.
  • Ensure that a clean and safe environment is always top-of-mind, keeping the safety of yourself, your team, and our customers as a key priority.

Requirements

  • 5 years of Retail Management experience (as a general manager or any other sector focused on customer experience).
  • Proven track record of achieving customer service excellence and driving sales results, while maintaining positive team culture.
  • Focus on building partnerships and community.
  • Advance-level in communication, able to inspire and lead a team.
  • Comfort with technology.
  • Be a dynamic, inspiring partner to our customers and for our associates.
  • Curious.
  • Approachable.
  • Passionate Solutions Finder.

What We Offer

  • Associate discount.
  • Health and Dental benefits.
  • RRSP/DPSP.
  • Performance bonuses.
  • Learning & Development programs.
  • And more...

Additional Information

  • This role works in a retail store environment involving fast-paced and some moderate physical aspects to the role in merchandising. This role involves walking for the majority of the day. We'll also ask you to work a variety of shifts including evenings and weekends.

Staples is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received relating to accommodation will be addressed confidentially.

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