Customer Experience Manager

2 months ago

Canada The Body Shop International Limited Full time
About the Role

We are seeking an Aspirational Leader to join our team at The Body Shop International Limited. As a key member of our Store Management team, you will play a vital role in driving retail excellence, strong sales results, and an engaging customer experience.

Key Responsibilities
  1. Customer Service: Handle customer concerns efficiently and effectively, sharing feedback with the Store Management team as needed.
  2. Problem Solving: Problem solve effectively and proactively as much as possible using available resources.
  3. Store Operations: Creatively support upkeep of store layout and visual merchandising, inventory management, and other store operations as needed.
  4. Team Leadership: Communicate effectively and act as a flexible and responsible role model to your team.
  5. Market Knowledge: Interest in and passion for learning about and leveraging knowledge of the beauty market, our competitors, and our products.
Working with the Store Management Team
  1. Customer Focused Store Experience: Shape a customer-focused store experience by coaching Customer Consultants to drive customer engagement through our products, campaigns, and activism, bringing our brand to life.
  2. Customer Loyalty: Ensure development of customer loyalty to further build The Body Shop brand.
  3. Sales and Performance: Meet sales and performance targets.
  4. Talent Development: Identify and attract high-potential candidates and develop current team members to succeed in their goals, support training and onboarding of new Customer Consultants.
What We Look For
  1. Customer Facing Experience: Experience in a customer-facing role and a genuine passion for beauty and the retail industry.
  2. Communication Skills: Ability to communicate and listen effectively and demonstrate operational skills.
  3. Interpersonal Skills: Strong interpersonal skills to build rapport with customers and provide appropriate solutions to customer needs.
  4. Positive Mindset: A positive mindset with the willingness to continuously develop yourself.
  5. Time Management: Ability to multitask, manage time, and work flexible hours.
  6. Independence: Ability to work independently with minimal direction.
What We Offer
  1. Comprehensive Onboarding: Comprehensive onboarding in your new position.
  2. Training and Development: Training hours for you and your team as needed.
  3. Staff Discounts: A 50% staff discount on regular products and 30% on Gifts.
  4. Freebies: Freebies - when we launch new products, we want our Teams to be the first to fall in love with them.
  5. Paid Volunteer Days: Paid volunteer days - so you can spend time with the causes that matter to you.
  6. Community Partnerships: Ability to make connections with Community Partners to drive local activism.
  7. (UN) Uniform: We don't believe in uniformity. We'll give you one of our famous Green Aprons and the rest is up to you, wear what makes you feel good.
  8. Real Living Wage: Ability to offer a real living wage to your Customer Consultants.
  9. Opportunities for Growth: Opportunities to grow within the Brand.
  10. Inclusion and Belonging: Encouragement and support to be exactly who you are – employees may join any/all our Inclusion and Belonging Networks at The Body Shop, including TBS Together Pride, SEEN Ethnicity, GO Far Gender, and This Ability Disability Network.

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