Customer Experience Training and Innovation Manager

• Developing the vision, strategy, ecosystem road map and goals for success for a best in class Guest Service experience and training and development platform for associates
• Overseeing all areas of the SES customer experience journey, ensuring that all touchpoints O2O and post sales have an 1:1 engagement that furthers our Brand loyalty through best in class training, coaching and communication
• Driving our SES training ecosystem roadmap by identifying areas for self-service, automation, and product improvements both for internal team members and creating innovative content that is both associate facing and customer facing
• Developing and implementing training and innovation objectives and programs and monitoring success
• Develop CEJ and training to drive a seamless OMNI channel shopping and service customer journey.
• Facilitate the CEJ training of our new store locations, new associate onboarding, new operating procedures and new product launches
• Execute our training of our new store opening curriculum, which involves training new Partners, Managers and Team Members on all Samsung standards Analyze results to track training performance, identify issues, trends and opportunities and continuously improve training programs

• Driving business improvements through coordinated inter-departmental planning and cross-functional collaboration from the product, field training team, ecommerce, service and sales teams
• Establishes and champions an innovation culture within the organization
• Establishes core principles related to mindset and methods to support an innovation community of practice
• Designs and develops processes to support an integrated approach to innovation through various product and service development cycles
• Evaluates existing ways of working and identifies opportunities for greater integration of innovation practices across cross functional teams
• Establishes measurement plans to assess a culture of innovation and drives action plans to improve innovation capability

• Ensuring key business indicators are met and exceeded through the development of strategies focusing on guest satisfaction and experience
• Developing, negotiating, and maintaining required 3rd party relationships to support business requirements
• Developing and managing budgets in line with departmental and business objectives, including proactively planning training sessions, events (virtual) for our SES team
• Analyzing market opportunities, competitive positioning to be a leader in the market
• Understand the customer experience data reports, sharing the voice of the associate and the customer in the organization and as a critical part of the product feedback loop
• Identifying and building the business case for the development and implementation of critical systems and tools that will support scalability and continual improvement
• Analyzes needs and identifies projects where the integration of design thinking will support high impact
• Utilizes expertise to guide partners on identifying strategic drivers and decision making to best serve customers
• Leads the discovery, design, and prototyping of solutions to accelerate business growth and performance across an array of business functions and priorities
• Builds comprehensive solutions to maximize customer value through creative and proactive approaches
• Identifies area of opportunity to improve the interaction and engagement between the customer and organization at various connection points
• Translates human behavior into practical solutions to drive strategic performance
• Partners with Fraud Analytics team to provide world-class monitoring, trend analysis, and analytic model support to minimize exposure and charge backs.
• Partners with Fraud Analytics and loss prevention team to develop customer experience training to minimize exposure

• 10+ years in fast-paced retail, hospitality or learning environment, including 5+ years at senior management level
• Strong leader and communicator with a passion for delivering excellent customer experience and innovation
• Proven business acumen, team building and project management skills
• Excellent interpersonal and communication skills
• Able to gain and maintain respect while engaging and motivating others
• Comfortable dealing with diverse personalities
• Creative problem solver with excellent time management skills
• Remain highly flexible and adaptable when faced with ambiguity
• Effectively balance autonomy and collaboration
• Inspire breakthrough thinking and continuous improvement
• Training Experience - You are comfortable presenting in front of large groups in both seminar style sessions and hands-on training demonstrations.
• Relationship management - You can quickly develop and foster trusting, healthy relationships with Partners and Team Members.
• Familiar with retail management and / or retail store profitability, including COGS, inventory, and labor/scheduling, and can confidently coach managers and associates in these areas.
• Strong written/verbal communication skills, organizational skills and business acumen.
• Confident using Microsoft Office (Word, Excel, PowerPoint)
• Experience working in a matrixed environment with shared accountability

• A competitive base salary plus bonuses and other perks
• Vacation plus additional flex days
• Comprehensive benefits
• Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
• A supportive workplace culture and work environment

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.