Director, Customer Experience Specialist

Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country's largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well.

At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

The Director, Customer Experience is responsible for delivering and rolling out core Divisional programs, aligning national business initiatives and ensuring the training infrastructure is present and implemented across stores and applicable departments.

The role is to support the District Managers and their stores. They do this by analyzing KPI data and providing guidance, focusing on opportunities within stores, supporting new projects and process improvement initiatives, and ensuring training gaps are actioned.

Liaise between the Merchant and Operations teams to ensure communication and execution of national standards for all programs and processes, while sharing of best practices across stores. A passion for the business, solid operational experience, and a desire to make a difference helping our stores to support our colleagues to develop their skills, build accountability, drive results, and provide a positive customer experience.

Accountabilities:

• Oversee execution of programs and department standards with operations
• Support in-store weekly ad and regional banner specific event planning.
• Provide feedback on promotional plans and strategies (DMAP/Pocket Guide/ Execution Guide) and all other promo marketing tools to Category
• Work directly with category teams and Promotions on planning promo strategies and coordinating plans
• Provide banner and category insight in postmortems, analyzes sales and product sell through
• Subject Matter Expert for stores related to SAP, IPFR, BOSS, Planogram maintenance, Replenishment, Receiving (BDR) and Perpetual Inventory.
• Support stores with product flow from receiving to point-of-sale. Ensure receiving best practices and procedures are being followed.
• Identify opportunities to further develop and implement improved retail ordering and inventory management methods
• Provide stores with the required operational direction in support of ordering and replenishment systems knowledge
• Planogram Process review – up-to-date and accurate, execution, compliance, LMV assortment support, assistance with assortment/NOF issues and resolution across the total store.
• Reinforce operating procedures and prepare and deliver additional instruction as required to build technical and operational knowledge
• Remain current on business systems technologies; their applications and risk observed in retail operations to Operations
• Liaison to daily operational SAP questions and troubleshooting to emailed/phone concerns. Detailed communication trail for stakeholders to rectify any items that require additional support.

Role Requirements:

• Demonstrated excellence in serving our customers
• Perpetual Inventory Management experience (system knowledge of SAP, IPFR, PI Practices, Planograms, Replenishment and Sweda Mart)
• Retail leadership & management experience
• Experienced in coaching, leading and motivating others
• Excellent problem solving, communication, organizational, facilitation, presentation, project management and interpersonal skills
• Must be able to manage multiple concurrent projects
• Demonstrated ability to make sound judgments and decisions
• Strong team player with self-discipline and motivation to work independently
• Strong diagnostic analytical skills (Root cause analysis)
• Willingness to travel
• Reflective of Loblaw Culture, Leadership Behaviours and CORE Values

Key Measures
(Performance indicators)
:

• OSAT district vs. banner – District Manager & Franchisee support
• District and Individual Store Performance (Focus store and Operational Process Scorecard)
• Store Standards execution supporting District Manager, Franchisee & Franchise employees
• LCL Operational Dashboard (OVP Scorecard) – PI Accuracy, Hole Count, Manual Orders, Shop
• Floor Walks, Planogram Compliance
• P&L Performance – Sales, Shrink (scrapping), Labour Management, Controllable Expenses
• Systems Process Management – Service Now, ELM, SAP, IPFR, BOSS, Planograms maintenance, Replenishment, Receiving (BDR), Perpetual Inventory & Sweda Mart.

Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada's Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers & Canada's Top Employers for Young People.

If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note
:

Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.