Senior Director, Customer Experience

At RONA, our employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.

We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA and Dick's Lumber banners are well equipped to help meet the needs of all DIYers and contractors.

You've got the talent? We've got the tools Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You'll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.

So, if you're looking to do what you love, we could be a perfect match.

Position Summary:

As the Sr. Director, Customer Experience at RONA, you will lead the strategic direction and execution of customer experience initiatives across all store formats and channels. Your mission is to elevate the shopping journey, foster customer loyalty, and embed a customer-first culture throughout the organization. You will collaborate cross-functionally to ensure operational excellence, drive performance through data, and empower store teams to deliver exceptional service. Additionally, you will oversee external call centers within your scope to ensure service standards and performance expectations are met.

Key Responsibilities:

Customer Experience Strategy & Execution

• Develop and implement a national CX strategy aligned with RONA's brand promise and business goals.
• Translate strategic vision into actionable programs and tools for store-level execution.

Store-Level Enablement & Training

• Partner with Learning & Development to assess training needs and deliver impactful coaching on both technical and soft skills.
• Ensure consistent service standards across all locations through hands-on support and performance monitoring.

Performance Management & Insights

• Monitor and analyze key CX metrics including NPS, VoC, Average Basket, Attachment Rate, and Productivity KPIs.
• Lead data-driven initiatives to improve customer satisfaction and operational efficiency.

Operational Excellence

• Ensure stores are equipped to deliver seamless experiences, including self-checkout, signage, stock locator tools, and omnichannel capabilities.
• Collaborate with store operations, marketing and merchandising teams to optimize the physical and digital shopping environment.

Culture & Leadership

• Champion a customer-centric mindset across all levels of the organization.
• Influence leadership and frontline teams to prioritize customer engagement and satisfaction.

Customer Issue Resolution

• Oversee escalation processes and support corporate and store teams in resolving customer complaints effectively and empathetically.
• Implement feedback loops to continuously improve service delivery.
• Manage external call centers to ensure alignment with RONA's service standards and KPIs.

Key Performance Indicators (KPIs):

• Net Promoter Score (NPS)
• Average Basket Size
• Attachment Rate
• Cashier & Sales Productivity
• Web SLA Compliance
• Selling Hours Optimization
• Call Center-Specific KPIs

Education & Experience

• Bachelor's degree in Business Administration, Marketing, Retail Management, or related field.
• 10+ years of progressive leadership experience in retail operations, customer experience, or related functions.
• Proven track record of developing and executing national-level customer experience strategies in a multi-unit retail environment.
• Experience managing large teams and influencing cross-functional stakeholders.
• Familiarity with call center operations and performance management.
• Strong strategic thinking with ability to translate vision into actionable plans.
• Advanced analytical skills with proficiency in interpreting CX metrics (NPS, , basket size, attachment rate, productivity KPIs).
• Excellent communication and presentation skills to influence senior leadership and frontline teams.
• Knowledge of omnichannel retail, digital tools, and operational processes.

By joining the RONA family, you'll enjoy many benefits, such as:

• A childcare centre that can accommodate up to 78 children (Remove if not applicable)
• A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
• Electric car charging stations
• A fitness centre, sports activities, and showers
• Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
• Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
• Career growth opportunities within the company
• An inclusive and safe working environment
• Promotion of work-life balance
• An employer that's involved in the community
• And much more

If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.