Customer Experience Manager, Retail Concierge (18-Month Contract)

The Customer Experience Manager is pivotal in leading and motivating a high-performing team of cashiers and customer service representatives within our showroom’s customer service area. In this role, you will ensure that customers receive exceptional service while identifying opportunities to enhance the customer experience and drive sales.

This position requires a leader who can provide timely feedback, maintain team focus, and foster a positive work environment where our team members feel valued, engage in continuous learning, and focused on productive actions that contribute to company growth and customer engagement. You will also be committed to identifying methods to ensure that every customer interaction leaves a lasting impression.

Attention to detail and accuracy are crucial, particularly in information capture and cash handling procedures. Your leadership will directly impact the success of customer satisfaction, operational efficiency and employee engagement.

Duties And Responsibilities

• Lead by example, consistently delivering exceptional customer service, ensuring each customer feels valued and well cared for.
• Serve as the first point of contact for the Retail Concierge team for queries or concerns.
• Handle customer and associate concerns, offering solutions and guidance to resolve issues efficiently.
• Address escalations swiftly, creating task lists to ensure all customers are followed up with and ensuring customer satisfaction is achieved.
• Ensure an optimal and consistent checkout experience for customers, addressing any service issues or concerns.
• Support onboarding process for new hires and ensure that new hires are provided comprehensive training on POS and internal processes.
• Ensure that there is clarity on performance expectations, conduct assessments and provide retraining as needed to ensure that all team members are meeting expectations and feel engaged.
• Educate and inform the team on new sales and promotions, sharing customer engagement tips to drive performance.
• Implement upselling and cross-selling techniques and ensure that all team members are trained and consistently apply them.
• Working with the team, continuously assess and find ways to enhance the overall customer experience
• Ensure merchandise is attractively displayed, aligned to company guidelines and best practices
• Develop weekly schedules, ensuring appropriate staffing levels for optimal service
• Ensure adherence to cash handling guidelines, opening and closing procedures, ensuring the team complies with operational standards.
• Work closely with the General Manager and Department Managers to ensure a consistent aligned customer experience throughout the showroom.
  
  

Qualifications And Skills

• Post-secondary education in business, hospitality, or related fields is preferred.
• 3-5 years experience in a leadership role in a service or retail facing industry
• Ability to motivate, mentor, and develop a team.
• Excellent communicator with problem solving skills and the ability to remain calm in escalated situations
• Strong ability to train, motivate, provide timely feedback and engage a team
• Detail-oriented and strong organizational skills
• Creative mindset, forward-thinking, and exploratory approach to challenges.
• Computer literate with proficiency in Microsoft Windows, Google applications and good mathematical aptitude.
• A multi-tasker who can perform in a fast-paced environment.
• Works collaboratively with all levels of the organization.
  
  

About Atlas Tools And Machinery

Atlas Tools and Machinery is a proud,family-owned Canadian business, now in its third generation and dedicated to delivering exceptional customer experiences since 1954. As a trusted provider of industrial supplies, we take pride in being experts in our field and offering high-quality products at competitive prices. We are dedicated to ensuring our tradespeople have the tools and service they need to help build and shape the infrastructure of our local communities.

At Atlas, we value your enthusiasm, creativity and entrepreneurial spirit. Our culture is focused on collaboration, respect, innovation, and a shared dedication to driving success. We are committed to creating a supportive and growth oriented workplace where you will continue to learn, grow, and build a career that is both challenging and rewarding.

At Atlas Tools & Machinery , we are committed to fostering an inclusive and diverse workforce. We welcome applicants from all backgrounds and are proud to be an equal opportunity employer. We support individuals with disabilities through the accommodation process during the hiring process. Please reach out to our Human Resources team or the hiring manager if you require accommodation to apply.

We thank all applicants for their interest in this opportunity, but only candidates selected for interviews will be contacted.