Specialist, Customer Experience

at  Loblaw Companies Limited

Referred applicants should not apply directly to this role.
All referred applicants must first be submitted through Workday by a current Loblaw Colleague.
Come make your difference in communities across Canada, where authenticity, trust and making connections is valued – as we shape the future of Canadian retail, together. Our unique position as one of the country’s largest employers, coupled with our commitment to positively impact the lives of all Canadians, provides our colleagues a range of opportunities and experiences to help Canadians Live Life Well®.
At Loblaw Companies Limited, we succeed through collaboration and commitment and set a high bar for ourselves and those around us. Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong.

JOB DESCRIPTION

PC Express Specialist Store Operations - Manitoba/Saskatchewan
Reports to: Store Operations

RESPONSIBILITIES:

• The role of the PC Express Specialist is to coach, develop and train Store Colleagues on PC Express processes related training programs and standards.
• They enhance and support the Customer Experience and drive efficient behaviors in store and assist in identifying and mitigating financial risk
• Focus will be concentrated on Core metrics from Sales, Customer Experience (NPS) and Cost (Labour, supplies)
• The PC Express Specialist will have a passion for the business, solid operational experience and a desire to make a difference by helping colleagues to develop their skills, build accountability, drive results and provide a positive customer experience.
• Manage assigned stores by implementing centrally developed standards including control standards (Inventory, Health & Safety, product recalls, food safety, etc.), service level guidelines, and operational standards (hours of operation, PC Express store process, and customer service, etc.)
• Support hands on and assist the PC Express department within the stores to complement the LCL retail store initiatives designed to increase employee engagement, improve labour productivity and improve recruitment and retention.
• Perform on site operational reviews of services analyzing and comparing budgets to actual data for order volumes, order fulfillment rate (in-stock), items per order, picking rates, labor usage, customers, and the overall economics of the cost impact as a % of sales for the PC Express business
• Review all exception reports (e.g. Net Promoter Score, Quality issues, product substitutions, out of stock, shorts, late pickup, cancelled orders)
• Perform frequent reviews of services to make sure customer requirements have been fulfilled
• Interact regularly with customers to ensure customer satisfaction and expectations
• Collaborate with the Human Resource team in interviewing, hiring and training new employees.
• Ensure scheduled hours is in line with the budget for required hours to run the Click and Collect department per the weekly KPI’s ( Key Performance Indicators) standards and within the sales targets.
• Educating the staff on how and when to shift labor throughout the week to fulfill customer orders/pickup times at the store

ROLE REQUIREMENTS:

• 3 -5 years’ managerial work experience in a retail store environment
• Experience working within a Franchisee Environment
• Post-secondary education in Business Management or a related discipline
• Ability to travel between assigned stores and available to work early and late shifts as needed ( weekdays & weekends)
• Will be travelling between Manitoba and Saskatchewan stores
• Working knowledge of process improvement and supporting methodologies
• Strong interpersonal skills, including developing relationships with internal and external partners
• Demonstrated ability to work autonomously in a highly demanding and ambiguous environment
• Strong attention to detail and exceptional organizational skills
• Demonstrated leadership skills with ability to coach and develop strong interactive teams
• Strong problem solver with analytical skills and financial acumen with the ability to make sound decisions under rapidly changing conditions
• Strong business partner with ability to influence and liaise with business partners to achieve desired results
• System skills (familiarity with in-store systems such as SAP, POS) and Microsoft suite (PowerPoint, Excel, Word, etc)
  Our commitment to Sustainability and Social Impact is an essential part of the way we do business, and we focus our attention on areas where we can have the greatest impact. Our approach to sustainability and social impact is based on three pillars – Environment, Sourcing and Community – and we are constantly looking for ways to demonstrate leadership in these important areas. Our CORE Values – Care, Ownership, Respect and Excellence – guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits – these are some of the many reasons why we are one of Canada’s Top Employers, Canada’s Best Diversity Employers, Canada’s Greenest Employers & Canada’s Top Employers for Young People.
  If you are unsure whether your experience matches every requirement above, we encourage you to apply anyway. We are looking for varied perspectives which include diverse experiences that we can add to our team.
  We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.