Manager, Customer Experience and Strategy

Join Bed Bath & Beyond Canada as the Manager of Customer Experience, overseeing strategic initiatives that enhance customer interactions and service standards. Elevate brand loyalty through operational excellence and innovative CX methods.
In this leadership role, you will report directly to the Senior Vice President of Customer Experience. You'll define and execute a scalable CX operating model, emphasizing seamless integration among technology solutions like Zendesk and Shopify. Your team will focus on effective customer service, training, and data-driven decision-making to continuously improve service metrics.
Key Responsibilities:
• Establish and guide CX team in enhanced service delivery
• Define standard operating procedures for customer interactions
• Build knowledge centre for service agents
• Track and report on critical CX performance metrics
• Develop training materials and certification processes
Requirements:
• 5+ years in eCommerce/Retail manage...