Customer Experience Manager

5 days ago

Vancouver, British Columbia, Canada Lush Full time

Lush North America has been creating fresh and handmade cosmetics for the past 20 years, fostering a culture of inclusion and respect within a diverse workforce. We recruit from various sources and strive to leverage the gift that diversity brings.

As Customer Experience Manager, you will bring Lush's Leadership Practices into all elements of your business interactions with customers, fellow staff, and operations. Be Real, Be Curious, Lead Fearlessly, Adapt and Evolve, Grow Talent, and Live with Purpose.

Sales & Customer Experience:

We offer a unique and inclusive customer experience that makes every visitor feel welcome, meets their needs, and makes their day. As Customer Experience Manager, you will:

  • Collaborate with your team on plans to exceed daily sales goals.
  • Educate our customers and staff on our brand values.
  • 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.
  • Increase the depth of your product knowledge through constant learning and consistently make informed and product recommendations for every need.
  • 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:

You will lead by example and inspire your team to meet their sales goals, develop their skills, and grow their talent. You will:

  • Be present to support your team on the sales floor, answer questions, remove obstacles, problem-solve, and motivate them to meet their sales goals.
  • Owning your own development, assessing your performance, seeking feedback, and resources, and opportunities to improve and elevate your skills, knowledge, and abilities.
  • Support the growth of your team through coaching and leading by example.
  • Engage your team at every level of your business to ensure they are inspired, motivated, and building strong peer and customer relationships, and connected to the brand values.
  • Recruit, hire, and succession plan top-performing staff.
  • Collaborate with your manager on creating and executing plans that improve staff engagement, retention, performance, and Diversity, Equity, Inclusion, and Belonging practices.
Operational Excellence:

You will support your manager in maintaining shop compliance and ensuring staff practice company standards for opening and closing, product integrity, respectful workplace, health, and safety, and daily communication. You will:

  • 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.
  • Identify and support the development of your team to take pride in a clean and beautiful work environment and follow merchandising and design standards to provide a consistent customer experience and drive sales.
  • 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:

We are looking for someone with:

  • 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.

Our estimated salary is $50,750 CAD per year, depending on qualifications and experience. Located in Park Royal, we offer a fun and funky store atmosphere where individualism is encouraged, a 50% discount off all our products, and an unconventional retail structure to support entrepreneurial spirit. At Lush, we believe when we foster a culture of inclusion and respect, we build a world with equal opportunity for all.

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