Customer Experience Manager

About This Role

This role is responsible for the customer experience and omni sales results of a store, leading a team to master the service model and sell products, promotions, and programs. The manager ensures a frictionless shopping experience by identifying areas for improvement and addressing performance gaps, while fostering an environment that promotes employee engagement, growth, and development.

Responsibilities

• Manage and motivate the team to provide excellent customer service and intuitive recommendations regarding products, promotions, and programs
• Ensure strategic priorities, sales goals, and profitability targets are met by assessing and analyzing sales performance and key process scorecard data; create action plans to address gaps
• Act as an advocate for the customer by placing them at the forefront of all decision-making processes
• Lead omni-sales programs and ensure technology is leveraged effectively on the sales floor to drive efficiency and encourage customers to shop their way
• Embrace and champion technology that creates high tech and high touch solutions for customers
• Lead execution of national events and store-level initiated author and kids events
• Manage store-level customer initiatives: social media channels, local assortment and consignment, and Love of Reading drives
• Partner on regular visual merchandising assessments; provide product, customer experience, and sales insight
• Open and close the store and manage the sales floor
• Ensure health and safety of employees and customers is top priority and that the store complies with all provincial health and safety policies and procedures
• Build strong teams by attracting and developing the best talent
• Bring out the best in others, empower and constructively stretch talent
• Give authentic feedback on performance and potential
• Ensure all team members understand where they stand and have clear performance objectives aligned with company and team goals
• Share technical knowledge with others and actively seek to learn from those more knowledgeable
• Help others see the impacts of their efforts and proactively engage others to get input
• Encourage others to freely share their point of view and be open to feedback
• Responsible for the overall engagement, productivity, turnover, and bench strength of the team
• Model the company's beliefs and convey a positive image in everything you do
• Celebrate diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, and taking risks without the fear of making mistakes
• Embrace, champion, and influence change through your team and/or the organization