Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work.  We’re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

The Senior Manager, Customer Experience is responsible for supporting the development, execution, and scaling of initiatives aimed at enhancing customer experience across Shoppers Drug Mart store locations. This role leads cross-functional strategy and alignment across National Operations, HR, Beauty, Front Store and Pharmacy to develop and implement programs, processes, and best practices, based on business needs and customer feedback to ensure high quality of consistent customer experience across all retail touchpoints and interactions. This role will focus on building momentum on service experience through translating insights into actionable strategies and programs focused on culture, coaching, and training, that support the long-term vision of Shoppers Drug Mart through driving sales through excellent customer experiences.

The Senior Manager, Customer Experience will be responsible for leading Learning & Development for Front Store & Beauty teams. Collaborating across National Operations and HR to develop and implement high quality training that leads to well-equipped and knowledgeable employees, that are confident in their roles, thus leading to improved experiences for employees and customers.

The Senior Manager, Customer Experience will be responsible for program development on selling and service initiatives. Partnering with Front Store and Beauty Operations to develop high quality programs to deliver higher sales through service in stores.

What You’ll Do:

• Develop and implement a customer experience strategies and programs that align with strategic objectives

• Demonstrate innovation regarding service strategies, and creates new and compelling service initiatives that deliver on consistency of experience

• Responsible for developing service standards and training for various store functions and roles, as well as management training, train-the-trainer guides

• Develop training and suggested scripting for frontline employees for day-to-day needs, as well as new events, promotions, and programs to ensure employees and management are equipped to deliver excellent experiences to each customer

• Develop service programs that focus on driving sales for stores through improved service, reduced friction, increased loyalty

• Identify customer friction points and work cross-functionally to overcome and mitigate to improve experiences

• Partner with stores and HR to develop employee engagement initiatives that support delivery of excellent customer experiences

• Develop coaching tools for store and field management to ensure standards and consistency

• Identify store best practices and operationalize the programs to deploy nationally where appropriate. Turn learnings into new initiatives for rollout in coordination with field teams.

• Lead communication strategies for customer experience with field teams – influencing field leaders

• Consolidate feedback from field teams, updating and iterating on initiatives as needed to support frontline employees effectively

• Partner cross-functionally to infuse customer experience requirements and build office-driven initiatives that are customer centric in nature

• Lead the strategy, development, and implementation of national operations learning and development programs in partnership with HR/L&D. This includes:

• Owns the National Operations learning strategy for Front Store and Beauty, including curriculum architecture and content governance

• Developing comprehensive training for frontline and leadership roles across Beauty and Front Store operations.

• Partnering with Pharmacy Experience & Rx Operations to align priorities and develop relevant training.

• Exploring and piloting new training methodologies (e.g., Axonify) to improve the effectiveness of store training.

• Managing the partnership with the central L&D team for all National Operations.

• Own the strategy and development of new selling/service initiatives, project management, business development for National Operations. This includes:

• Developing programs new and innovative programs to improve sales and service in stores, ensuring successful development prior to handover to Beauty/Front Store Operations for day-to-day execution and administration.

• Serves as the service and selling strategy lead across all National Operations strategic initiatives

• Accountable for designing initiatives that drive measurable sales lift and service performance improvements

• Defines KPIs and success metrics for selling & service initiatives

What You’ll Need:

• Strong strategic thinking and experience leading cross-functional initiatives, with a focus on field program development

• Experience developing and implementing retail training programs across a large store network

• Proven problem-solving abilities, with a demonstrated ability to address operational challenges effectively and creatively

• Exceptional communication skills for engaging associates, field teams, and corporate stakeholders.

• Demonstrated ability to drive measurable sales performance improvements

• Strong prioritization skills to manage competing objectives and facilitate execution roadmaps across locations.

• Experience in managing large-scale program development and rollouts within complex organizations.

• Ability to provide structured guidance and maintain consistency across field initiatives.

• Demonstrated ability to utilize data and insights to focus on continuous improvement in operations

• Ability to manage multiple projects and adjust strategies based on field input and evolving organizational needs.

• 7-10 years of retail operations, strategy, and program development experience required.

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand.   Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You’ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today. 

Employment Type:

Full time

Type of Role:

Temporary with Benefits (Fixed Term)

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :

$100,000.00 - $132,000.00 / 100.000,00$ - 132.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

#EN

#SS #SDM #ON