Assistant Manager, Customer Experience

Role Purpose

The Customer Experience Manager/Assistant 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. The Customer Experience Manager/Assistant Manager leads with our organizational Core Values and strives to live out our Brand Purpose each day “To Make Life in Canada Better” by connecting customers with products and services to keep them Warmer, Drier, Safer, and More Comfortable.

What you’ll do

• Partner with SGM to hire and build a strong and diverse team.
• Assist in scheduling and workload planning for efficient operations.
• Take ownership of loyalty programs and coach and train team members on these programs.
• Run the Manager on Duty program to enhance the customer experience on the sales floor.
• Create a positive culture where associates are recognized for exceptional service.
• Lead 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 values.
• Identify areas for improvement in customer experience and implement appropriate strategies.
• Analyze customer feedback and implement improvements based on insights gathered.
• Collaborate with other departments to ensure a seamless customer experience across all touchpoints.
• Handle customer escalations and resolve issues or complaints promptly and effectively.
• Connect customers with products and services to meet their needs

What you bring

• Strong leadership abilities to guide and inspire team members.
• Excellent communication skills to effectively communicate with team members, customers, and stakeholders.
• Strong problem-solving ability to handle challenging situations.
• Strong interpersonal skills to build positive relationships with team members and customers.
• Customer-centric mindset with a deep understanding of customer needs and preferences.
• Ability to develop and mentor team members to foster a high-performing and motivated team.
• Results-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 efficiency.
• Adaptability to thrive in a fast-paced environment.
• Decision-making agility to make effective decisions.
• Collaborative mindset to work effectively with others.
• Future-focused with a desire to continually develop and improve.

Compensation

We’re always looking for great talent! In addition to competitive pay, we offer:

• Comprehensive benefits and retirement programs
• Performance incentives
• Other perks to support your well-being
• Career growth opportunities and product discounts

Our typical hiring range is between 42,000 and 52,500. Salary decisions are also dependent on other factors such as your experience, store size and market location, industry benchmarks, internal equity and other role-specific requirements.

We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.

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.