Director of Sales & Customer Experience

Job Description

Some of what you will do:

The Director, Selling and Customer Experience is a retail focused senior operations department role that exists to drive the development, implementation, execution and overall support of our selling and service programs. Staples’ intent is to have a best-in-class customer service standard underpinned by strong selling skills and overall focus. This position owns the customer experience programs we have in order to drive sales and EBITDA.

In terms of customer service this position owns the service standards and their evolution. Examples include programs like Conversion and CSAT, training programs (collaborative) measurement, and incentive programs. This position also handles customer escalations from our Contact Centre.

In terms of selling the Director, Selling and Customer Experience owns our selling programs and their evolution. Examples include, the selling model, training programs (collaborative) measurement, field support programs, school tools, business development programs, approach to seasonal and event selling opportunities and setting of targets.

This role represents the field perspective in many cross functional meetings and projects, providing field insights, creative ideas and solutions. They collaborate closely with teams across Field Leadership, Operations, Learning and Development, Merchandising, Marketing, and Services to identify opportunities to drive business results, support stores and develop and implement executable selling programs chainwide. This role is both highly tactical in leading the team to execute sales initiatives as well as strategic to have future-looking, creative ideas to continue to evolve the business.

The Director, Selling and Customer Experience also leads the store communications function consisting of maintenance of our content and communications hub, my tasks and daily communications. The role plays a gatekeeping function from office to field.

The Director, Selling and Customer Experience is part of an organizational leadership team that plans and executes the company’s annual management conference.

Specifically, You Will

• Lead the design, implementation and evolution of the retail selling and service model. – highly focused on creating, developing, and sustaining a customer-centric service and selling culture within retail at all levels and across all areas of the store.
• Own the selling and customer experience strategy specific to Staples identified hero zones. These are our brand defining zones of the store where we target a unique differentiated experience for customers.
• Analyze and leverage key selling metrics and reporting provided by Business Process team to identify actionable insights and foster data-driven decision making in response.
• Establish field-facing selling goals and priorities to achieve budgeted sales and profit through customer conversion and basket building behaviors and programs – in scorecards and seasonal/selling initiatives.
• Supports the Business Development growth strategies through tools, measurement and programs.
• Ownership and innovation of tools, systems, and related programs for gaining insights into and measurement of the customer experience for retail.
• Owns the customer experience measurement programs and their evolution. (currently CSAT) and its evolution. This includes -Field facing tools and related vendor relationships, related data integrity and analytics.
  
  

Some Of What You Need

• Bachelor’s degree is required with a focus in retail management, business or financial focus is an asset.
• Solid understanding of key retail metrics and the lead/lag indicators of retail sales.
• Experience in forecasting and budgeting.
• Minimum 3 years Director level experience, leading multi-disciplined operational teams (ie. Store Communications, Sales, Service).
• Proven experience developing and implementing sales and service programs/models.
• Experience leading and collaborating with business partners to achieve results.
• 10+ years progressive experience in an Operational role within a retail environment.
  
  

Some Of What You Will Get

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...
  
  

#Bringyourpassion

About Us

Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.

About The Team

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.