Customer Experience Manager – Laurier Store

About the role

The Customer Experience Manager leads the Laurier store’s front‑line team to deliver exceptional service and ensure shoppers enjoy a warm, dry, safe and comfortable experience. Reporting to the Store General Manager, you will drive operational efficiency, manage loyalty programs and act on customer feedback to continuously improve the store environment.

Key responsibilities

• Partner with the Store General Manager to recruit, hire and develop a diverse, high‑performing team.
• Plan schedules and workloads to maintain smooth store operations.
• Own loyalty programs, training staff on their use and monitoring results.
• Run the Manager‑on‑Duty program to elevate the sales‑floor experience.
• Analyze customer feedback, identify improvement areas and implement corrective actions.
• Handle escalated customer issues promptly and ensure resolutions align with brand values.

Required profile

• Strong leadership and communication skills with the ability to inspire and coach team members.
• Customer‑centric mindset and proven problem‑solving ability in a fast‑paced retail environment.
• Results‑oriented focus on metrics such as sales, training saturation, inventory accuracy, turnover and Net Promoter Score.
• Adaptability, collaborative attitude and decision‑making agility.

What we offer

• Comprehensive benefits and retirement programs.
• Performance incentives and other well‑being perks.
• Career growth opportunities and product discounts.