What you’ll do

The Customer Experience Manager is a member of the store leadership team and is responsible for ensuring exceptional customer experiences in our Mark’s Stores. They lead and develop a strong team, drive efficient operations, and analyze customer feedback to make improvements:

Partner with Store Manager to hire and build a strong and diverse teamAssist in scheduling and workload planning for efficient operationsTake ownership of loyalty programs and coach and train team members on these programsRun the Manager on Duty program to enhance the customer experience on the sales floorCreate a positive culture where associates are recognized for exceptional serviceLead from the floor and actively build, manage, and develop team members.Ensure consistent delivery of outstanding customer experiences aligned with the company's mission and valuesIdentify areas for improvement in customer experience and implement appropriate strategiesAnalyze customer feedback and implement improvements based on insights gatheredCollaborate with other departments to ensure a seamless customer experience across all touchpointsHandle customer escalations and resolve issues or complaints promptly and effectivelyConnect customers with products and services to meet their needs

What you bring

Strong leadership abilities to guide and inspire team membersExcellent communication skills to effectively communicate with team members, customers, and stakeholdersStrong problem-solving ability to handle challenging situationsStrong interpersonal skills to build positive relationships with team members and customersCustomer-centric mindset with a deep understanding of customer needs and preferencesAbility to develop and mentor team members to foster a high-performing and motivated teamResults-oriented with a focus on achieving key metrics such as overall sales, training saturation, inventory accuracy, staff turnover, and net promoter score.Technical proficiency to support teams and drive efficiencyAdaptability to thrive in a fast-paced environmentDecision-making agility to make effective decisionsCollaborative mindset to work effectively with othersFuture-focused with a desire to continually develop and improve

About Us

At Marks, we want you to experience an extraordinary career in helping to lead our brand's evolution to be Canada’s number one destination for industrial and casual apparel and footwear. As one of Canada’s leading apparel retailers, and a valued part of the Canadian Tire family of companies, Mark’s stands out for its commitment to comfort, quality and style. Mark’s is a leader in product development, innovation and quality through its assortment of industrial apparel, footwear and accessories, with strong private and exclusive brands. Join us, where there's a place for you here.

Our Commitment to Diversity, Inclusion and Belonging 

We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.

Accommodations  

We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.