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Customer Experience Manager

2 months ago

Sault Ste Marie, Ontario, Canada CareerBeacon Full time
About the Role

CareerBeacon is seeking a highly skilled and experienced Customer Experience Manager to join our team. As a key member of our store leadership and management team, you will be responsible for overseeing the execution of store standards across the entire store, including customer service, department readiness, and operational process.

Key Responsibilities
  1. Customer Service and Associate Engagement: Drive customer service and associate engagement by coaching associates on proper customer service techniques and ensuring the team provides the highest level of customer service.
  2. Customer Escalations: Resolve customer escalations within the store and through our customer care department.
  3. Department Preparation: Ensure Department Supervisors and Associates are prepared for high-volume periods.
  4. Customer Flow Management: Monitor customer flow through checkouts and take action to ensure customers receive fast, friendly service. Take corrective action as necessary.
People Management
  1. Coaching and Development: Provide in-the-moment coaching based on observations and behavior. Partner with Assistant Store Managers regarding formal performance conversations and discipline. Recognize associates for demonstrating expectations.
  2. Associate Recognition: Use recognition tools to highlight associates demonstrating value-based behaviors and productivity.
  3. Associate Performance Management: Give input to Assistant Store Managers on associate performance and participate in talent planning for all hourly associates.
  4. Interview and Hiring Process: Assist Store Manager and Assistant Store Managers with the associate interview and hiring process.
  5. Work Rule Adherence: Ensure adherence to work rule policies regarding safety referenced in the Standards of Performance. Hold associates accountable for following all SOPs.
Manager On Duty
  1. Store Readiness: Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities, and tasks to all associates.
  2. Opening, Closing, and MOD Tasking: Perform Opening, Closing, and MOD tasking as well as other whole store focus responsibilities.
  3. Priority Validation: Validate daily store priorities with Assistant Store Managers and Store Managers.
  4. Store Checklists: Ensure associates complete all store checklists in accordance with timing expectations. Provide input to associates and verify issue correction, preventative action is put in place.
  5. Safety and Hazmat Procedures: Ensure associates follow all safety and Hazmat procedures and Safety Matters guidelines at all times.
  6. Equipment Maintenance: Make sure all equipment and machines are functioning properly.
  7. Event Review: Review current and upcoming events and ads to determine if any action is required; partner with appropriate Department Supervisors or Assistant Store Managers as required.
Requirements
  1. Age and Work Permit: Must be 18 years or older and legally permitted to work in Canada.
  2. Flexible Schedule: Ability to work a flexible schedule.
  3. Relevant Work Experience: 3 Years of Relevant Work Experience.
Preferred Qualifications
  1. Whole Store Management: Whole store management experience.
  2. Big Box Retail Experience: Big box retail experience.
  3. Home Improvement Industry Experience: Home improvement industry experience.