Job Customer Relations Manager in Richmond Hill
Who we are
As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.
If that’s you, let’s work, learn, and grow together.
We are building an inclusive and diverse team
Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.
Some of what you will do:
The Manager of Customer Experience & Sales Enablement is charged with maximizing the customer experience in store through the development and on-going refinement of the customer experience insights program, in-store sales programs, associate selling skills and behaviours activities that have positive impacts on both customer loyalty and business outcomes. The manager will manage multiple high visibility priorities, maintain a keen attention to detail and can work in a fast-paced environment with ambiguous and evolving situations.
- Leads the process of customer insights gathering and analysis with the goal of providing a continuous improvement model for all business units. Evaluates customer experience trends, policies, implementation tools employed and recommends changes to programs and policies based on insights.
- Is the business partner for the organization for all new retail programs impacting the customer experience. They will provide insights and customer journey mapping to ensure we have a clear understanding of current and future state and impact on the total customer experience when any new programs, Pilots, products and or services are launched in store.
- Responsible for the development of the necessary training, tools and ongoing communication to ensure the organization has the competency and resources to drive sales and improve the overall customer experience within their business unit.
- Works directly with external vendors in the implementation and ongoing development of customer insights capture tools and sales enablement tools.
- Gathers and provides internal customer feedback in the development of new selling programs and services to ensure they meet our associates needs to present confidently to customers.
- Participates in cross-functional teams to develop and implement executable selling programs and identify educational, operational, and systemic needs to drive our business results and customer experience
- Collaborates with key internal stakeholders on the development, implementation and communication of retail recognition programs, contests and awards, bonus programs, operational reporting and special projects.
Some of what you need:
- Bachelor’s degree is preferred, or equivalent work-related experience is required
- 5+ years of management with an emphasis on retail operations, customer insights and sales development programs.
- Customer Experience survey platform and research experience recommended
- Proven track record of delivering process and efficiencies, and results in high growth, continuous change, and results-oriented environment
- Demonstrated Customer insights analysis skills required with experience in Customer Satisfaction surveys and continuous improvement programs
- Strong decision-making, analytical and creative problem-solving abilities
- Excellent Communication (verbal and written) skills are required
- Ability to prioritize and dedicate resources effectively in consideration of multiple, competing priorities
- Office Environment
- Some travel may be required in this role, less than 5%
- Associate discount
- Health and Dental benefits
- RRSP/DPSP
- Performance bonuses
- Learning & Development programs
- And more...
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About Staples (Canada)
CEO: David Boone
Revenue: Unknown / Non-Applicable
Size: 10000+ Employees
Type: Company - Private
Website: www.staples.ca
Year Founded: 1991
