Customer Experience Manager

10 hours ago

Vancouver, British Columbia, Canada Lush Full time

Lush North America is dedicated to creating fresh and handmade cosmetics for our customers.

As a leader in the industry, we are committed to fair trade sourcing and supporting sustainable communities. Our goal is to make a positive impact on the world through our business practices.

We offer a fun and funky store atmosphere where individualism is encouraged. Our employees receive a 50% discount off all our products to keep them smelling and feeling fresh.

The Customer Experience Manager will support the Shop Manager as needed in all business areas and as delegated by their Retailer. This role will pick up Manager duties as required to support a strong customer experience, staff experience, shop operational excellence, and exceeding sales goals.

The responsibilities of this role include:

Sales & Customer Experience:

  • Customer Service: collaborate with your team on plans to exceed daily sales goals and ensure a unique and inclusive customer experience that makes every visitor feel welcome, meets their needs, and makes their day.
  • Building the Brand: educate our customers and staff on our brand values, and articulate our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging in the shop and through community engagement and other traffic-driving initiatives.
  • Product Passion: increase the depth of your product knowledge through constant learning and consistently make informed and product recommendations for every need.
  • Driving Sales: demonstrate strong business acumen and understanding of your metrics, budgets, and reports and how to impact them through behaviors on the floor to deliver profitable results.

Team Leadership:

  • Lead Fearlessly: Be present to support your team on the sales floor, answer questions, remove obstacles, problem solve, and motivate them to meet their sales goals.
  • Grow Talent: by owning your own development, assessing your performance, seeking feedback and resources, and opportunities to improve and elevate your skills, knowledge, and abilities; and supporting the growth of your team through coaching and leading by example.
  • Be Real: with your needs and feedback for your team and leaders and adaptable to the needs of the business as required.
  • Live with Purpose: engage your team at every level of your business to ensure they are inspired, motivated, and building strong peer and customer relationships and are connected to the brand values.
  • Recruitment and Selection: Support the staffing of your shop with top-performing staff by working actively within your markets to network, recruit, hire, and succession plan.
  • Staff Development: collaborate with your Manager on creating and executing plans that improve staff engagement, retention, performance, and Diversity, Equity, Inclusion, and Belonging practices.

Operational Excellence:

  • Policies and Procedures: Support your manager to keep your shop complaint and ensure your staff are practicing company standards for opening and closing, product integrity, respectful workplace, health and safety, and daily communication.
  • Stock and Inventory: Support the training of your inventory team to abide by fresh standards and rotation rules and manage ordering to ensure the right products, in the right amounts, are in the store at the right times within your allocated budget.
  • Visuals and Merchandising: Identify and support the development of your team to take pride in a clean and beautiful work environment and follow the merchandising and design standards to provide a consistent customer experience and drive sales.
  • Scheduling, Time, and Attendance: ensure the right number of staff with the right skill levels are scheduled at peak times and that breaks and meals are allocated and recorded appropriately to ensure staff wellbeing and payroll accuracy.

Qualifications:

  • Required:
    • 1-3 years managing or supervising in a retail environment.
    • Excellent listening and communication skills.
    • Excellent analytical, critical thinking, and troubleshooting skills.
    • Excellent organization and time management skills.
    • Strong customer service, supervisory, and sales skills.
    • Knowledge and interest in skincare, natural beauty, and ethical business.
    • Ability to work flexible hours to meet the needs of the shop including holidays, evenings, and weekends.
  • Preferred:
    • Experience with consultation-based customer service models.
    • Ability to develop and train staff through positive coaching and feedback.
    • Proficient in Excel, Microsoft Suite, and adaptable to other systems as required.
    • Basic HR skills in hiring, scheduling, training, and performance management.
    • Experience in cross-cultural collaboration and DEIB or social justice training.
    • Fluency in Spanish, French, or other languages.

Lush North America has been making a difference in the lives of our customers and employees for over 20 years. We strive to create a culture of inclusion and respect within our diverse workforce.

Lush North America offers equal opportunity employment for all applicants regardless of religion, race, color, gender identity or expression, sexual orientation, ancestry, ability, adverse mental health, and other characteristics both defined, protected, and enforced by the law under federal or provincial/state jurisdiction.

This role is based in West 4th Pay, and the estimated salary range is $50,000-$60,000 CAD per year.

  • Customer Experience Manager

    4 weeks ago

    Vancouver, British Columbia, Canada City of Vancouver Full time

    Job Title: Customer Experience ManagerLocated in the heart of Vancouver, we are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our organization, you will be responsible for designing and implementing solutions that elevate the customer experience across various channels.Main Responsibilities:Lead the development of...

  • Customer Experience Manager

    4 weeks ago

    Vancouver, British Columbia, Canada EightSix Network Full time

    Job Title: Customer Experience ManagerAt EightSix Network, we are seeking a highly skilled Customer Experience Manager to join our team. This is a unique opportunity to lead a team of customer support and order execution associates, ensuring exceptional customer experiences across Canada.Key Responsibilities:Manage and develop a team of customer support and...

  • Customer Experience Manager

    4 weeks ago

    Vancouver, British Columbia, Canada Victoria's Secret Full time

    Customer Experience ManagerA Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to drive top-line sales. This role reports to the Store Manager.Key Responsibilities:Lead the sales floor and coach and develop the team to achieve sales goals.Manage performance, payroll, and...

  • Customer Experience Manager

    1 month ago

    Vancouver, British Columbia, Canada EightSix Network Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking an experienced Customer Experience Manager to join our team at EightSix Network. The successful candidate will be responsible for managing and developing a team that will handle both commercial and retail customers across Canada.Key Responsibilities:Manage customer support and order execution...

  • Customer Experience Manager

    1 month ago

    Vancouver, British Columbia, Canada EightSix Network Full time

    Job Title: Customer Experience ManagerJob Summary:We are seeking an experienced Customer Experience Manager to join our team at EightSix Network. The successful candidate will be responsible for managing and developing a team that will handle both commercial and retail customers across Canada.Key Responsibilities:Manage customer support and order execution...

  • Customer Experience Manager

    2 months ago

    Vancouver, British Columbia, Canada Bureau Veritas Group Full time

    Customer Experience ManagerBureau Veritas Canada is seeking a highly skilled Customer Experience Manager to join our Business Development team. As a key member of our team, you will be responsible for driving a successful and seamless client experience throughout the customer life cycle.Key Responsibilities:Account management and assist with opportunities...

  • Customer Experience Manager

    2 months ago

    Vancouver, British Columbia, Canada Bureau Veritas Group Full time

    Customer Experience ManagerBureau Veritas Canada is seeking a highly skilled Customer Experience Manager to join our Business Development team. As a key member of our team, you will be responsible for driving a successful and seamless client experience throughout the customer life cycle.Key Responsibilities:Account management and assist with opportunities...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada City of Vancouver Full time

    Main ResponsibilitiesThe Customer Experience Manager is responsible for leading the development and implementation of customer experience strategies across various channels. This includes designing and implementing solutions that elevate the customer experience, ensuring seamless interactions with our services and products. The manager will also be...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada City of Vancouver Full time

    Main ResponsibilitiesThe Customer Experience Manager is responsible for leading the development and implementation of customer experience strategies across various channels. This includes designing and implementing solutions that elevate the customer experience, ensuring seamless interactions with our services and products. The manager will also be...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada Bureau Veritas Group Full time

    Are you passionate about delivering exceptional client experiences and driving business growth? Do you thrive in a fast-paced environment where no two days are the same? We're seeking a highly skilled Customer Experience Manager to join our team at Bureau Veritas Canada.About the Role:The Customer Experience Manager will be responsible for driving a seamless...

  • Customer Experience Manager

    2 months ago

    Vancouver, British Columbia, Canada beBee Professionals Full time

    Customer Onboarding SpecialistBeBee Professionals is seeking a highly skilled Customer Onboarding Specialist to provide a seamless onboarding experience for our customers. The successful candidate will be responsible for managing customer onboarding processes, ensuring customer satisfaction, and providing customer support.Key Responsibilities:Develop and...

  • Customer Experience Manager

    2 months ago

    Vancouver, British Columbia, Canada beBee Professionals Full time

    Customer Onboarding SpecialistBeBee Professionals is seeking a highly skilled Customer Onboarding Specialist to provide a seamless onboarding experience for our customers. The successful candidate will be responsible for managing customer onboarding processes, ensuring customer satisfaction, and providing customer support.Key Responsibilities:Develop and...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada Bureau Veritas Group Full time

    Are you passionate about delivering exceptional client experiences and driving business growth?Bureau Veritas Canada is seeking a highly skilled Customer Experience Manager to join our team.The ideal candidate will have a strong background in account management and a proven track record of achieving target objectives and outcomes.Key responsibilities will...

  • Customer Experience Manager

    1 month ago

    Vancouver, British Columbia, Canada Victoria's Secret Full time

    Customer Experience Manager Job DescriptionAbout the Role:The Customer Experience Manager is a key leadership position at Victoria's Secret & Co, responsible for delivering exceptional customer and associate experiences to drive top-line sales. This role reports to the Store Manager and requires a values-based leader who can inspire a team to deliver total...

  • Customer Experience Manager

    1 month ago

    Vancouver, British Columbia, Canada Victoria's Secret Full time

    Customer Experience Manager Job DescriptionAbout the Role:The Customer Experience Manager is a key leadership position at Victoria's Secret & Co, responsible for delivering exceptional customer and associate experiences to drive top-line sales. This role reports to the Store Manager and requires a values-based leader who can inspire a team to deliver total...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada Bureau Veritas Group Full time

    Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? We're looking for a skilled Customer Experience Manager to join our team at Bureau Veritas Canada.Key Responsibilities: Develop and implement customer experience strategies to drive business growth and retention...

  • Customer Experience Manager

    4 weeks ago

    Vancouver, British Columbia, Canada City of Vancouver Full time

    Job SummaryThe City of Vancouver is seeking a highly skilled and experienced Customer Experience Manager to lead the development and implementation of strategic plans to enhance customer experience across various channels. The successful candidate will be responsible for designing and implementing solutions that elevate customer interactions, ensuring...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada KPMG-Canada Full time

    Customer Experience ManagerKPMG-Canada is seeking a seasoned Customer Experience Manager to join our team in Vancouver. As a key member of our Customer team, you will play a leadership role in supporting engagements with large, complex organizations on their CX and Digital strategies. This role is about sales, delivery, and practice development. You will...

  • Customer Experience Manager

    3 weeks ago

    Vancouver, British Columbia, Canada KPMG-Canada Full time

    Customer Experience ManagerKPMG-Canada is seeking a seasoned Customer Experience Manager to join our team in Vancouver. As a key member of our Customer team, you will play a central role in delivering a structured process to shape an ambitious and practical path for clients to realize value.Key Responsibilities: Support the marketing and support of winning...

  • Customer Experience Manager

    2 months ago

    Vancouver, British Columbia, Canada BrainStation Full time

    About the RoleWe are seeking a highly skilled and motivated individual to join our team as a Coordinator, Growth Operations. As a key member of our growth team, you will play a critical role in delivering exceptional customer experiences across various channels and platforms.ResponsibilitiesManage and maintain responsibility for all inbound customer...