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.

Role Mandate

Visiting and working along various stores in Atlantic Canada, Northern & Eastern Ontario. 90% Travel required and will be compensated on travel expenses.

Preferred Location of Candidate: Toronto, ON

The Specialist is a pivotal role which provides required support to District Managers, Franchisees/Store Managers, Department Managers and other store employees to ensure great execution on both merchandising and operational standards in order to achieve growth in sales, profit and market share.

Accountabilities

• Work with Category Managers and Directors in the development of effective store merchandising programs within the format.

• Working with a group of assigned stores, ensure department adherence to company policies/procedures and consistent execution of format process and strategy. Determine how variances from policy or strategy should be addressed.

• Act as a liaison to ensure effective collaboration between stores and merchandising, applying expertise in both fields to help provide clarity and reach agreement on specific standards of execution.

• Conduct store visits, analyze department performance and provide feedback to District Managers, Franchisees, Store and Department Managers. Develop action plans to address any gaps in performance or procedure. Follow up with Franchisees, Store and department managers on prior feedback/action plans in order to ensure continuous department improvement. Keep District Managers, Director of Merchandising, and Operations abreast of progress on improvement plans in their respective stores.

• Help identify stores that require priority assistance reducing shrink, develop action plans with Franchisees, Store and Department Managers to address this issue, and work with the team to implement the action plan.

• Provide guidance and feedback which complements Learning Material training to Department Managers and store employees.

• Work with departments on customer complaints and requests for new products to ensure high levels of customer service

• Ensure that department budgets are met and that departments achieve targets for sales, margins, period end results, inventory, and shrink, and other CLASS measurements.

• As required, help departments resolve external issues such as vendor credits and internal issues such as labour scheduling and interpersonal conflicts.

  As required, assist with new store openings and refurbishments

Role Requirements

• Operational experience as a specialist, preferably in the department he/she will be responsible for

• Retail management experience; experience working in multiple formats a plus

• Excellent problem solving, communication and interpersonal skills

Key Measures (Performance indicators):

• Achievement of department sales, margins, period end, inventory, shrink targets
• Improvement of priority stores’ departments upon implementation of specialist-driven action plan
• Sales, margins, shrink of department for new stores that specialist works on opening, compared to figures of similar new stores
• Customer survey results that pertain to specialist’s department
• Department’s employee survey results and employee turnover

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.

Hiring Range / Échelle salariale à l’embauche :

$70,000.00 - $110,000.00 / 70.000,00$ - 110.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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