Customer Experience and Innovation Manager

Overview:
**The Company**:
**OSL (Outsourced Sales Leadership)** was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. It is an exciting time to be at OSL Retail Services, working for a people focused company that is at the top of its game. The momentum we have generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we are on the lookout for talented people who share our vision and values and want to join us in this journey. At OSL, our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity.

Samsung and OSL have partnered to operate and manage the Samsung Experience Stores across Canada. We’re looking for a **Customer Experience and Innovation Manager** join our team in support of our vision to take this high touch and experiential retail channel to the next level.

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. We’re on the lookout for talented people who share our vision and values and want to join us in this journey. At OSL, our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity.

**About the Role**:
To be successful you must be experienced and passionate about training, innovation, and customer experience strategy.

**A Little more about the role**:

- Develop, establish, and be the champion of an innovative culture across the organization
- Developing the vision, strategy, ecosystem road map and goals for success for a best-in-class Guest Service experience and training and development platform for associates
- Overseeing all areas of the Samsung Experience Store (SES) customer experience journey, ensuring that all touchpoints O2O and post sales have a 1:1 engagement that furthers our Brand loyalty through best-in-class training, coaching and communication
- Builds comprehensive solutions to maximize customer value through creative and proactive approaches to improve the interaction and engagement between the customer and Samsung at various connection points throughout their journey
- Drive improvements through coordinated inter-departmental planning and cross-functional collaboration
- Driving our SES training ecosystem roadmap by identifying areas for self-service, automation, and product knowledge delivery improvements both sales and service focuses associates
- Formulate the curriculum and facilitate training of our new store locations, new associate onboarding, new operating procedures, and new product launches
- Identify areas for self-service, automation, and product improvements
- Analyze results to track training performance, identify issues, trends and opportunities and continuously improve training programs
- Developing and managing budgets in line with departmental and business objectives, including proactively planning training sessions for our greater SES team
- Analyze market opportunities and competitive positioning to ensure we are the market leader

**Who we’re looking for**:

- 10+ years in fast-paced retail, hospitality or learning environment
- 5+ years at a senior management level
- Strong leader and communicator with an unwavering devotion to create an outstanding customer experience
- Proven business acumen, team building, and project management skills
- Inspire breakthrough thinking and continuous improvement
- Ability to present in front of large groups in both seminar style sessions and hands-on training
- Relationship management: You quickly develop and foster trusting, healthy relationships with Partners and Team Members

**What’s in it for you**:

- Competitive base salary plus bonuses and other perks
- Generous bonus structure
- Vacation plus additional flex days
- Comprehensive benefits
- Training and development opportunities to grow your career
- Named one of Canada’s Best Managed Companies
- A supportive workplace culture and work environment
- Employee development programs

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employee