1685 Tech Ave, Mississauga, Ontario, L4W 0A7
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Manager, Customer Experience
Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development and many more perks!
Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada – making your career opportunities within our larger organization - endless!
The Manager, Customer Experience (CX) is responsible for the oversight of the inbound Call Centre. The Manager will develop, manage, and oversee a clear Patient experience strategy that helps deliver against brand/program retention, loyalty and across all Patient Support Programs. This role will serve to build out a customer experience strategy. They will be responsible to aggressively scale our Call Centre agents to deliver on an outstanding customer experience. The team will perform and deliver a 1-1 experience with each of our Patients in a fast-paced & high growth atmosphere.
Nature and Scope
The Manager CX will work with the Call Centre agents to ensure that calls, faxes, SMS and emails are managed effectively on a day-to-day basis. The incumbent will be relied upon for superior customer service, program and specialty product related intelligence in addition to supporting strategic decision making to optimize Call Centre operations.
They must be able to work effectively, with short lead times and changing customer demands. The Manager, Customer Experience also needs to have excellent communication skills, and be able to multitask, prioritize work, mentor and coach the First level resolution agents daily.
As the position deals with highly sensitive information, the incumbent is expected to act in a diplomatic professional manner, and maintain patient confidentiality, as per SDM Specialty Health Network policy and legal requirements.
What will you do:
Planning the organizational activities by establishing tasks, objectives, and priorities for the Call Centre:
Establishing and measuring organizational goals and objectives for the Call Centre
Creating a detailed plan that defines how it will be achieved
setting explicit guidelines for decision-making and crisis management; and
communicating the organization’s direction and vision to employees.
Developing, implementing, coordinating, reviewing, evaluating, and improving business procedures and policies, as well as organizational activities and initiatives:
Formulating, training and implementing organizational policies, programs, and other internal campaigns;
determining how resources should be distributed, ensuring the right amount of work is assigned to the right number of people within the right department(s); and
providing directions and explanations, delegating authority as required.
Monitoring and governing project progress, objectives, and costs against the established schedule and budget
Serves as subject matter expert on program implementation and operational Call Centre processes required to facilitate implementation and maintain ongoing program activities.
Identifies and communicates call level impacts on the organization, align project work, and execute activities accordingly
Proactively evaluates project activities, builds contingency plans, executes corrective action, and monitors issue resolution to mitigate risks
Responsible to provide ongoing communication updates to the Senior Manager
Maintains effective communication with stakeholders providing daily/ weekly/monthly reports to the Sr. Director
Develops and delivers presentations on Call Centre activities, call volumes and customer experience journey to internal and external audiences.
Use best practices to carry out business process analysis, re-engineering, process measurements and change management activities to meet changing business needs
Develop initiatives for continuous business process improvements
Work with all related stakeholders to integrate new business processes
Assist with programs, as assigned
Ensures development of standard operating procedures, reporting mechanisms and a repository of relevant program materials to support ongoing program activities.
Creates job aids and instructional guides for team
Identifying problems and deficiencies, ensuring necessary corrective measures are implemented.; monitoring expenses and performing cost-benefit analysis; Monitoring employee performance, writing reports and updating records, as required; and
planning work schedules, if necessary.
Building relationships with both internal and external parties:
Communicating, motivating, and inspiring employees;
Results driven, must satisfy department Metrics on a monthly basis
Providing guidance to direct reports, typically comprising first-line staff and supervisor
Guiding the talent identification and development processes for a group or function
Working across functions with peers in other groups to ensure collaboration for shared goals
Working with senior management and other peers for strategy development and execution planning
Communicating financial and goal results and key performance indicators to direct reports
Facilitating goal-level creation for the broader function and working with managers to ensure the goals
What you will need:
Minimum 5-7 years previous Customer Services experience (including handling escalations) in a health care related field or equivalent demonstrated experience
Minimum 5 years of experience managing a large team
University degree or College diploma in a related field
- Ability to manage complex projects independently
- A team player with demonstrated ability to provide superior customer care
- Excellent communication skills, verbal and written
- Strong computer skills in a Windows environment using MS Office (Excel, Word)
- Bilingualism (French & English) prefer
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 SDMU.
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.
Type of Role:
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.
If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.