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. 

What you'll do:

• 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.

• Specialists will work in partnership with the store colleagues to set directives, train and maintain the visual standards for merchandise presentation, coach existing and new colleagues on company floor standards for appropriate visual presentation and placement of merchandise during the store visit. 

• Will be the Liaison between Merchandising and Operations to ensure the communication is effective to the stores (re-execution on key programs, seasonal programs, category relines, new program rollouts) taking feedback to the merchandising teams and stores, and ensuring issues get addressed.

• Participate in weekly conference calls, Business Unit Feedback/priorities, merchandising feedback in store execution challenges or opportunities, review any new processes.

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

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

• Work with departments on customer feedback and requests for new products to ensure high levels of customer service are provided.

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

• Help departments resolve external issues such as vendor credits and internal issues such as labour scheduling and interpersonal conflicts.

• Provide direction and support to assist with new store openings and refurbishments

• Conduct 2-4 merchandising workshops for store colleagues to attend for training on up to date brand standards.

• Follow up on Directive compliance, Business Unit initiatives and programs

• Review merchandising expectations on programs, new deliveries arrivals.

• Building and leading diverse teams that foster a workplace of inclusiveness and belonging

What you bring:

• Operational experience as a specialist, preferably in the relevant department 

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

• Excellent problem solving, communication and interpersonal skills

• Adapt to change required by the business

• Ability to handle multiple tasks simultaneously

• Acts with integrity and respect

• Assumes and completes other duties as assigned by Supervisor

• Proficient in Microsoft office (excel, outlook, power point)

• Adopt & Share Workplace Culture, Values and Behaviours

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 a newly created position. 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 nouvellement créé. 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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