Location TORONTO, Ontario, Canada
Category Store Planning and Operations
Job Opened October 25th, 2021
Education Bachelor's Degree
Job Number 21000667
Job Type Full-Time
Day in the Life:
The Director, Customer Experience is responsible for developing and implementing strategic customer service initiatives across Hudson’s Bay. This role will play a critical leadership role in overseeing Hudson’s Bay store service experience strategy and will be accountable for developing, implementing, and managing customer service programs, processes and best practices that ensure a high quality of experience across all retail touch points and interactions with an omni-channel focus.
The Director, Customer Experience will work in partnership with key stakeholders and executives across Hudson’s Bay and HBC Shared Services to analyze customer data & insights and translate that into actionable strategies to support the long term vision of Hudson’s Bay. The Director will explore leveraging technology, innovation and personalization to enhance the customer experience and drive profitable growth.
This person will have oversight of the customer experience strategy, tech-based selling, and merchandise selling & service teams (Apparel, Centre Core, Beauty, Home ), directing team members to drive timely execution of service strategies and initiatives across all stores.
What You Will Do:
Drive enhanced customer experience at Hudson’s Bay to drive profitable growth
Develop and implement a customer experience strategy that aligns with the strategic objectives of the Hudson’s Bay long range plan
Partner with Customer Insights and other key functional partners to develop and implement metrics to track achievement and success of customer experience strategy
Strategically oversee, monitor, and manage service experience to drive business growth
Set the tone for customer experience and demonstrate innovation regarding service strategies and trends
Drive the delivery and enhancement of sales generating programs such as personal shopping and digital selling (Salesfloor)
Stay up to date with technological advancements related to the omni-channel service experience and implement solutions accordingly
Create new and compelling customer service strategies and ensure that existing programs are implemented appropriately and differentiates us amongst the market
Provide guidance on specific business staffing profiles to deliver service experience vision, as well as any required vendor negotiation
Accountable for elevating the customer experience by ensuring a consistent execution of best practices and delighting the customer across all channels
Develop and maintain store policies and procedures as it relates to selling activities, and ensure they are current and customer & business appropriate
Lead the commission and selling incentive strategy for stores
Provide leadership, coaching, and direction to a team of direct reports
Complete additional responsibilities as required
What You Will Need:
3-5 years’ relevant experience and expertise in Retail.
Bachelor’s Degree or equivalent professional experience.
Customer centric – strategic thinker – results oriented
Strong interpersonal, organizational and relationship building skills
Self-starter with consistent, clear communication skills (written and oral)
Highly motivated, able to set priorities and react accordingly
Able to work effectively in multi-store environment.
Ability to work with all levels of organization to build partnerships
What You Can Expect:
Competitive salary and benefits package
Associate discount up to 40% including top brands
Flexible work environment that allows for work-life balance
About Hudson’s Bay:
Hudson’s Bay is a digital-first purpose-driven retailer helping Canadians live their best style of life. As one of the country’s most iconic brands, Hudson’s Bay operates over 80 full-line locations and thebay.com featuring Marketplace - the 5th largest e-commerce business in Canada. Hudson’s Bay has established a reputation for quality and style through an unrivalled assortment including fashion, designer, home, beauty, food concepts and more.
Hudson’s Bay operates under the HBC brand portfolio and founded in 1670, HBC is North America’s oldest company. The signature stripes are a registered trademark of HBC. The Hudson’s Bay Rewards members share their passion for living a colourful life, and get rewarded for doing the things that bring them joy.
We are proud to share our tenured commitment to Diversity, Equity and Inclusion. Learn more about our commitment at HBC Foundation & HBC Heritage.
Our Commitment to Building a Winning Culture:
As One Team we have re-established our internal behaviours and culture to ensure we all succeed. One Team provides the tools needed to shift our ways of working and creates change to become a purpose-driven, digital first business. Our 4 pillars for embracing One Team are: Always be Customer Champions, Performance and Purpose Driven, Keep it Simple & Change Agents.
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Thank you for your interest with HBC. We look forward to reviewing your application.
HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing non discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,compensation and training.
HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.