Customer Experience Manager
Laura Canada
Richmond, BC, Canada
2h ago

1. Coaching and Development

  • Observes and coaches team members’ behaviors to maintain high standards of customer service and product knowledge.
  • Develops and trains team members on exemplary customer service as per Company standards.
  • Trains team members on new arrivals, product knowledge, and current fashion trends.
  • Acts as a role model in catering to the customers’ unique needs and meets management contribution standards.
  • Conducts SPA weekly.
  • Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and direct ship.
  • Fosters a vibrant, fun, energetic and enjoyable store environment.
  • 2. Customer Service

  • Demonstrates excellent floor leadership and has exceptional control of sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.
  • Continually monitors traffic trends and reacts in a timely manner.
  • Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
  • Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs.
  • 3. S tore Performance

    Contributes to achieve all key financial objectives established by Laura Canada :

  • Sales
  • Closing ratio
  • Shrink
  • Dollars per transaction
  • Units per transaction
  • People Management

  • Participates in recruiting top talent utilizing all Company recruitment tools.
  • Maintains a performing team through excellent assessment skills, ongoing coaching and evaluation of performance of Sales Associates.
  • Identifies and resolves team members’ issues and deals with underperforming team members in a timely manner utilizing the Company’s resources and completing related documentation (PCP, SOD, NC, etc.).
  • Delegates appropriate responsibilities to Sales Associates.
  • Is responsible for the successful integration of all new Sales Associates through a thorough orientation, feedback and 3-month reviews.
  • Understands Sales Associates’ career ambitions and partners with Management to develop required skills.
  • Adheres to and ensures that all team members are aware of, understand and comply with all new and existing Company policies and procedures (e.
  • g. Dress Code, Loss Prevention, Health & Safety and Human Resources).

  • Acts as a back-up to the Store Manager.
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