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Customer Experience Manager

2 months ago

Sudbury, Ontario, Canada Laura Canada Full time
About the Role

We are seeking a highly motivated and experienced Customer Experience Lead to join our team at Laura Canada. As a key member of our retail team, you will be responsible for delivering exceptional customer service and driving sales growth.

Key Responsibilities
  • Customer Service
    • Provide coaching and feedback to team members to maintain high standards of customer service and product knowledge.
    • Act as a role model by demonstrating exemplary customer service skills and adhering to Laura Canada's customer service standards.
    • Build and maintain a personal clientele by utilizing Laura Canada's tools and ensuring all Sales Associates do the same.
    • Develop strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and customer needs.
    • Conduct regular SPA sessions to drive sales and customer engagement.
    • Promote the website, store CRM, loyalty program, and marketing initiatives to customers.
    • Foster a vibrant and enjoyable store environment.
  • Floor Leadership
    • Demonstrate excellent floor leadership skills and maintain control of the sales floor, including customer service standards, fitting rooms, zone coverage, and cash desk area.
    • Monitor traffic trends and react in a timely manner to drive sales and customer engagement.
    • Identify team members' issues and communicate them to the Store Manager.
  • Business Management
    • Assist the Store Manager in maintaining a store environment that consistently meets Laura Canada's visual presentation, merchandising, and housekeeping standards.
    • Assist the Store Manager in dressing window mannequins to showcase the store's inventory and adhere to visual standards.
    • Assist the Store Manager in executing marketing directives with a high sense of urgency.
    • Execute directives, such as receiving goods, implementing markdowns, processing transfers, and direct ship requests, accurately and in a timely manner.
    • Act as a backup to the Store Manager.
    • Provide feedback to the Store Manager on quality issues, missed opportunities, and inventory mix.
  • Store Performance
    • Contribute to achieving all key financial objectives established by Laura Canada, including sales, closing ratio, hours, shrink, dollars per transaction, and units per transaction.
    Qualifications
    • Contagious passion for fashion and customer service.
    • A minimum of 1 year experience as a Sales Associate, preferably in a retail environment.
    • Proven leadership and passion for coaching and developing others.
    • Ability to create a positive work environment where team members are motivated to learn and grow.
    • Excellent communication and interpersonal skills.
    • Demonstrates initiative on an ongoing basis.
    • Embraces Company initiatives and acts as a change agent to ensure directives are met.
    • Open to feedback and implements change in a timely manner.
    • English and/or French language proficiency.