Customer Experience

TJX Canada

At TJX Canada, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes your development. Whether you're working in our Distribution Centers, Corporate Offices, or Retail Stores—WINNERS, HomeSense, and Marshalls, you'll find abundant opportunities to learn, thrive, and make an impact. Come join our TJX family—a Fortune 100 company and the world's leading off-price retailer. Here at TJX Canada, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.

Job Description:

2We're looking for a Customer Experience & Marketing Supervisor – Bilingual (English/French) professional to lead and inspire a dynamic team while driving exceptional customer experiences. In this role, you'll oversee daily operations, manage sensitive escalations, and collaborate across departments to influence marketing initiatives and strategic projects. You'll have the opportunity to design training programs, optimize processes, and provide data-driven insights that shape business decisions. Join us and enjoy a culture that values continuous learning, collaboration, and professional growth. Why Work With Us?

• We value integrity, respect, and teamwork, encouraging a unique and inclusive culture.
• Immediate access to our Group Benefits package, including a Health Care Spending Account, Associate & Family Assistance Program, and various well-being resources
• Management Incentive Plan along with a robust Retirement Savings Program
• A competitive vacation package, paired with a Vacation Trade Program that allows you to opt in for an extra week. 
• Enjoy Associate discounts at our stores, available to you and eligible family members.
• Comprehensive training and development resources designed to help you learn, grow, and succeed.
• Exciting career paths with growth opportunities and tuition reimbursement to support your career progression.

What You'll Do:

• Responsible for onboarding and training new associates, providing ongoing education and support to enhance customer service knowledge, while supervising daily operations and managing sensitive escalations such as discrimination, harassment, social media issues, and loss prevention.
• Monitors and evaluates customer service contacts, measurement (KPI), reporting and makes optimization recommendations as required
• Analyze data as needed by various functions and produce customer service insights presentations.
• Represents the Customer Service team in ad-hoc strategy meetings and supports with IT testing of new product releases
• Consult with marketing peers, including but not limited to Loyalty and Brand on projects assigned by Customer Service Manager to make recommendations on marketing initiatives using historical data
• Partner with Customer Service Manager and Brand team to identify, prevent and problem solve potential crisis and communications issues
• Acts as an internal customer service consultant and subject matter expert across the TJXC organization.
• Collaborate with the Privacy team to become a record management champion and manage information accordingly.

About You:

• Minimum five (5) years of supervisory and team management experience in customer service, high volume call center and/ or retail environment.
• Excellent professional proficiency in both English and French, with strong verbal and written communication skills in both languages.
• Demonstrated interpersonal skills with ability to influence business partners, to build and maintain collaborative relationships to effectively identify business opportunities
• Managing general liability claims and dealing with highly sensitive cases such as discrimination. Previous PR experience is an advantage.
• Proficient in leveraging data science tools such as Power BI, SQL, Python, and Excel to build and maintain dashboards, analyze complex data, and deliver strategic solutions
• Skilled in critical thinking, problem-solving, and process improvement with the ability to identify root causes, implement corrective actions, and adapt strategies to support departmental goals.
• Advanced computer skills including MS Office - Excel and PowerPoint
• Post-secondary education in Business Management, Marketing or related programs considered an asset.

Posting Details:

• Posting End Date: November 28, 2025
• Location: Hybrid (Mississauga, ON or Boisbriand, QC)
• What to expect: Qualified applicants must complete a one-way video interview via HireVue by December 2, 2025. Candidates who successfully pass this stage will proceed to a written test in English and French, followed by an in-person interview, a remote case study interview (case provided 3 days prior), and a final remote interview with the AVP.

If you're ready to bring your energy and passion, we'd love to hear from you. Join us and be part of a place where every day is a chance to make a difference.

Additional Information: Candidates aged 18 and over will be required to undergo a criminal record check as part of the hiring process. Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.

Address:

60 Standish Court

Location:

CAN Home Office Mississauga ONSalary Range: $74,752.50-$104,653.50 /year *This represents the expected hiring range and may not represent the full pay range for the position. The salary offered may be higher than the posted range depending on several factors such as relevant skills, qualifications, and experience.

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