About SoftMoc
SoftMoc is one of Canada's leading footwear retailers, known for bringing top brands and exceptional service to customers across the country. As we continue to grow, we're looking for a Senior Manager of Customer Experience to help us deliver a seamless, consistent, and elevated experience for every customer, whether they're shopping in-store or online.
About the Role
Reporting directly to the executive team, the Senior Manager of Customer Experience will own the end-to-end customer journey across all touchpoints — in-store, online, and customer support. You'll lead and oversee the Customer Experience team, champion the voice of the customer, and drive initiatives that improve satisfaction, loyalty, and overall brand perception. This is a highly visible role for someone who wants to shape how customers experience SoftMoc at every interaction.
What You'll Do
- Oversee and lead the Customer Experience team, providing day-to-day direction, coaching, and performance management.
- Continuously improve the omnichannel CX strategy that unifies the in-store, e-commerce, and customer support experience.
- Own key experience metrics such as Customer Satisfaction Score, Net Promoter Score, and customer complaint/resolution trends, and report results directly to the executive team.
- Build and manage voice-of-customer (VoC) programs, including surveys, feedback loops, and mystery shopping, to surface actionable insights.
- Partner cross-functionally with Retail Operations, Marketing, E-commerce, and IT to identify friction points and implement improvements across the customer journey.
- Establish and maintain customer service standards, policies, and escalation procedures across all channels.
- Analyze customer data and feedback trends to identify root causes of dissatisfaction and friction points, and recommend solutions.
- Lead process improvement initiatives that enhance efficiency and consistency in how customer issues are handled.
- Present CX performance updates, insights, and recommendations directly to SoftMoc executive leadership.
- Stay current on customer experience best practices and retail industry trends, bringing fresh ideas to the team.
What We're Looking For
- 5 years of experience in a customer experience, customer service, or related leadership role, ideally within retail or e-commerce.
- Fluent Written and Verbal skills in English, with an understanding of Quebecois French and Asset.
- Experience with an omnichannel national retailer is preferred.
- Demonstrated experience leading or overseeing a team, with strong coaching and people-management skills.
- Strong analytical skills, with the ability to translate customer data and feedback into clear action plans.
- Excellent communication and presentation skills, with experience reporting to senior leadership.
- A customer-first mindset with a passion for improving service quality and the overall customer journey.
- Experience with CX tools and platforms (survey tools, CRM, helpdesk/ticketing systems, Slack, and Intercom) is required.
- Comfortable working on-site at SoftMoc's Whitby head office.
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced retail environment.
What We Offer
- Competitive salary of $80,000–$95,000 CAD, based on experience.
- A high-visibility role reporting directly to the SoftMoc executive team.
- The opportunity to shape customer experience strategy at a growing, well-established Canadian retailer.
- A collaborative, fast-paced work environment with room to grow.
Pay: $80,000.00-$95,000.00 per year
Benefits:
- Dental care
- On-site parking
- Store discount
- Wellness program
Ability to commute/relocate:
- Whitby, ON L1N 2C3: reliably commute or plan to relocate before starting work (required)
Education:
- Bachelor's Degree (required)
Experience:
- Customer service: 5 years (required)
Language:
- English (required)
- French (preferred)
Location:
- Whitby, ON L1N 2C3 (preferred)
Work Location: In person
