Job Title

Develop and implement a comprehensive CX strategy across physical and digital channels. Define and improve customer journey mapping to support consistent, high-impact interactions. Build and manage continuous development programs for store teams, focused on service, selling, and brand storytelling. Create training content and delivery methods that empower staff to communicate the companys value proposition and product quality. Partner with merchandising to optimize store presentation and storytelling , especially around private label products. Introduce a sales-focused mindset , shifting from transactional service to consultative selling. Establish and monitor CX standards and KPIs to track progress and drive accountability. Collaborate with Marketing, Merchandising, and Store Leadership to align brand messaging and customer experience. Influence or oversee store presentation, training design, and team coaching. Requirements Proven experience in CX leadership , with a track record of creating, implementing, and measuring customer experience programs. Background in retail or contractor-supply environments, with familiarity in complex product categories (e.g., tools, construction, home improvement, workwear). Strong understanding of professional end-users and their expectations. Skilled in training program design , delivery, and performance tracking. A builder of programsable to formalize and scale initiatives, not just deliver existing content. Passionate about service excellence , team empowerment, and customer engagement. Exceptional communication , leadership , and project management skills. Experience in organizations with dedicated CX or training functions (e.g., Canadian Tire franchise groups, Princess Auto, Home Depot, IKEA) is highly desirable. Corporate Culture A values-driven culture focused on service, integrity, and continuous improvement. Autonomy and influence youll have the opportunity to shape strategy and build programs from the ground up. Cross-functional collaboration with merchandising, marketing, and store leadership to align brand, training, and customer experience. Investment in growth leadership is committed to supporting this role with the resources and visibility needed to succeed. A stable, respected business with a loyal customer base and strong market presence. Competitive compensation and benefits , with room for advancement as the company expands its CX and training capabilities. #J-18808-Ljbffr