Customer Experience Manager

Rona - Markham, ON (30 days ago)

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Responsible for leading the day to day activities of the Front-End, Customer Service and Cash Office departments, the Customer Experience Manager ensures that customers are provided with the best shopping experience possible. The individual participates in all tasks that add value to the departments through visibility, involvement and interaction with customers and employees.

RESPONSIBILITIES (include but not limited to):
  • Clearly outline and communicate sales objectives and expectations to all team members on a daily basis. Increase sales and margin with add on sales and up selling techniques
  • Motivate and influence sales performance with positive feedback and recognition
  • Build strong and lasting relationships with our retail, professional and commercial customers
  • Lead by example and initiate contact with every customer. Guide customers to departments and provide products and services. Encourage store team to provide excellent customer service to all RONA customers ensuring that they have a unique and consistent customer experience
  • Ensure all team members understand and offer Financing Initiatives
  • Respond to customer concerns in an appropriate manner to ensure customer satisfaction
  • Develops the service team to maximize their individual and team contributions. Includes training, motivating, corrective feedback and coaching. Sets clear expectations for service and sales performance results
  • Works together with Assistant Store Manager Operations and Customer Experience to maximize profitability; work within budgets and control expenses through close monitoring of labour, inventory management, overhead and other store expense
  • Works together with Assistant Store Manager – Operations and Front End to determine hiring needs, recruit, and hire new employees
  • MOD duties including directing store operations in the Store Manager’s absence; opening or closing the store, closing down computer systems, locking and shutting down the building
### Job Requirements

QUALIFICATIONS:
  • Positive attitude and proven ability to lead the team in a culture of sales and service
  • Provide exceptional customer service by inspiring and motivating others through their commitment and personal example
  • Leadership capabilities. Proven ability and commitment to managing the performance of others; able to motivate, train, and coach others to a higher level of success and accountability
  • Effective time management and problem solving skills. Detail oriented & strong organizational skills
  • Flexible Availability based on store needs (includes evenings and weekends)
  • Able to work independently, take initiative, and maintain flexibility to provide team members support where needed
  • Has a high sense of urgency and drive; able to set priorities and deliver results within deadlines and ability to remain calm in stressful situations
  • Understands and promotes Rona’s financing options available to customers