Customer Experience Leader

5 days ago

Waterloo, Ontario, Canada Videotron Full time

We are currently looking for a Customer Experience Leader to join our Retail Operations team on a full-time basis. The successful candidate will create and support a positive team environment that builds morale and encourages top performance while improving store performance across all metrics through efficient supervision, goal setting, and phenomenal customer service.

A Typical Day

Your primary daily interactions will be with customers and your team as a Customer Experience Leader. You will:

  • Be a natural leader and empower others to succeed in their job while encouraging a culture conducive to teamwork, continuous learning, and growth and development;
  • Provide frequent coaching and mentoring to ensure the success of each employee and the team;
  • Empower employees to perform to the best of their abilities in creative and engaging ways;
  • Set clear objectives, give direction, and take corrective action as part of effective performance management with a commitment to improvement;
  • Take ownership for resolving all customer issues, with the ability to take swift and appropriate action in order to retain customers;
  • Clearly communicate issues and opportunities to executives and effectively relay company initiatives to staff;
  • Ensure efficient store operations through effective scheduling and recruitment.

Required Skills and Qualifications

To succeed in this role, you will need:

  • Minimum 2-3 years of progressive retail experience in a management role;
  • Previous experience in the wireless industry is preferred;
  • Post-secondary diploma/degree an asset;
  • The ability to lead by example and inspire others to deliver exceptional results;
  • Strong communication and interpersonal skills, with the ability to work effectively with diverse teams and stakeholders;
  • A proven track record of achieving business objectives and driving sales growth;
  • Excellent problem-solving and analytical skills, with the ability to analyze complex data and make informed decisions;
  • A strong understanding of customer behavior and preferences, with the ability to develop and implement targeted marketing strategies;
  • A passion for delivering exceptional customer experiences and building long-term relationships with customers.

Benefits

As a valued member of our team, you can expect a competitive salary range of $60,000 - $80,000 per year, depending on experience, plus a comprehensive benefits package, including:

  • A customizable health & dental benefits program;
  • Company-matched pension plan;
  • Employee Assistance Program (EAP) for you and your family, including Virtual Healthcare;
  • Store Manager Monthly Bonus Performance Program;
  • Ongoing training and professional development opportunities;
  • A dynamic and supportive work environment that promotes collaboration, innovation, and creativity.

About Us

We are proud to be leaders in a movement that brings affordable wireless services to Canadians. We are committed to creating and maintaining an accessible, equitable, and inclusive workplace that reflects the diversity of the community we serve. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we would love to hear from you

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