Senior Manager, Customer Experience Enablement & Execution

Lieu:

243 Consumers Road, Toronto, Ontario, M2J 4W8

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable.  Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

The Senior Manager, Customer Experience Enablement & Execution is responsible for supporting the development, execution, and scaling of initiatives aimed at enhancing customer experience across Shoppers Drug Mart store locations. This role will be responsible for developing and implementing strategic customer experience initiatives across the store network. This role will work collaboratively with cross-functional teams to develop and implement programs, processes, and best practices, based on business needs and customer feedback to ensure high quality of consistent customer experience across all retail touchpoints and interactions.

This role will focus on building momentum on service experience through translating insights into actionable strategies and programs focused on culture, coaching, and training, that support the long-term vision of Shoppers Drug Mart through driving sales through excellent customer experiences.

What You’ll Do:

- Develop and implement a customer experience strategies and programs that align with strategic objectives

- Demonstrate innovation regarding service strategies, and creates new and compelling service initiatives that deliver on consistency of experience

- Responsible for developing service standards and training for various store functions and roles, as well as management training, train-the-trainer guides

- Develop training and suggested scripting for frontline employees for day-to-day needs, as well as new events, promotions, and programs to ensure employees and management are equipped to deliver excellent experiences to each customer

- Develop service programs that focus on driving sales for stores through improved service, reduced friction, increased loyalty

- Identify customer friction points and work cross-functionally to overcome and mitigate to improve experiences

- Partner with stores and HR to develop employee engagement initiatives that support delivery of excellent customer experiences

- Develop coaching tools for store and field management to ensure standards and consistency

- Identify store best practices and operationalize the programs to deploy nationally where appropriate. Turn learnings into new initiatives for rollout in coordination with field teams.

- Lead communication strategies for customer experience with field teams

- Consolidate feedback from field teams, updating and iterating on initiatives as needed to support frontline employees effectively

- Partner cross-functionally to infuse customer experience requirements and build office-driven initiatives that are customer centric in nature

What You’ll Need:

- Strong strategic thinking and experience leading cross-functional initiatives, with a focus on field program development

- Experience developing and implementing retail training programs across a large store network

- Proven problem-solving abilities, with a demonstrated ability to address operational challenges effectively and creatively

- Exceptional communication skills for engaging associates, field teams, and corporate stakeholders.

- Strong prioritization skills to manage competing objectives and facilitate execution roadmaps across locations.

- Experience in managing large-scale program rollouts within complex organizations.

- Ability to provide structured guidance and maintain consistency across field initiatives.

- Demonstrated ability to utilize data and insights to focus on continuous improvement in operations

- Ability to manage multiple projects and adjust strategies based on field input and evolving organizational needs.

- 5-7 years of retail operations experience required

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers, and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture.  Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens. 

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

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