Senior Director, Customer Service

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.

We are seeking a highly experienced and strategic Senior Director of Customer Service – Finance to lead our newly created customer service organization. This role is responsible for developing and executing a comprehensive customer service strategy for finance, optimizing operational efficiency, and leveraging data to drive continuous improvement. The Senior Director will serve as a key advocate for the internal customer, collaborating with cross-functional teams to ensure a seamless and positive experience across all touchpoints.

What you'll do:

• Team Management: Lead, mentor, and inspire a diverse team of customer service managers and representatives, both on and offshore. Foster a culture of excellence, accountability, and continuous learning.
• Operational Excellence: Oversee all aspects of customer service operations, including contact center management, quality assurance, training, and workforce management. Implement best practices to improve efficiency and effectiveness.
• Performance Metrics: Define, track, and analyze key performance indicators (KPIs) such as customer satisfaction (CSAT), first-contact resolution (FCR), and average handle time (AHT). Use data to identify trends, pinpoint areas for improvement, and report on performance to executive leadership.
• Technology & Innovation: Evaluate and implement new customer service technologies, such as CRM systems, chatbots, and AI-powered tools, to enhance service delivery and create a more efficient operation.
• Customer Advocacy: Act as the voice of the customer within the organization. Work closely with internal & external teams to communicate customer feedback and influence product development and business strategy.
• Crisis Management: Develop and execute plans for handling high-volume escalations and customer service crises with a calm and professional demeanor.

What you bring:

• Bachelor's degree in Business Administration, Communications, Finance or a related field; Master's degree is an asset
• 10+ years of progressive leadership experience in a customer service or customer experience role, with at least 5 years in a senior management position.
• A passion for delivering exceptional customer experiences and a strong customer-centric mindset.
• Proven track record of building and leading high-performing teams.
• Deep expertise in customer service best practices, methodologies, and technologies.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication, interpersonal, and presentation skills.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Business travel within Canada and internationally on a quarterly basis

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.