Senior Director, Customer Experience and Strategic Projects

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

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?

Reporting directly to the Vice President, National Operations the incumbent will be responsible for the development and measurement of a national strategic customer experience initiative overseeing its implementation in stores to drive an overall positive and growth focused customer satisfaction program.

The incumbent will lead a team of senior managers and work closely with other senior leaders across the division to support the customer experience portfolio within the National Operations Team. They will also lead the creation of our divisional Objectives and Key Results (OKR) program identifying synergies amongst various portfolios to drive the overall customer experience. 

They will be thoughtful in the questions they ask, passionate about unpacking and framing problems and have a strategic mindset. They will be responsible for converting data driven insights into actions at store level to drive meaningful change and celebrate successes. 

As a people leader, they will be responsible for providing a clear vision for their team while supporting their direct reports in their professional development. The incumbent will equally enjoy looking at the bigger picture and focusing in on the details to ensure forward thinking strategies are grounded in operational excellence.

Lastly, the incumbent will need to have strong relationship skills as they connect with many leaders across both the Division and Loblaw Enterprise and work closely with the National Operations Leadership Team.

Primary Responsibilities

• Provide a clear vision and effective leadership to develop, support and drive strategic innovation to create a holistic Customer Experience program to drive a positive experience across the many channels we engage in with our customer base with key measurables
• Ability to work cross-functionally to conceptualize, validate and lead the execution of initiatives influencing change management behaviours and mindsets
• Be responsible to lead the creation of a divisional Objectives and Key Results (OKR) program 
• Create an engaging culture leveraging off our CORE principles and BLUE culture
• Work in strong collaboration with various teams and leaders within the business to identify key customer and communications opportunities including but not limited to the National and Regional Operations team and the Enterprise Customer Centre of Excellence 
• Convert data insights into store level actionables, working with the regional field teams
• Develop and implement competitive customer centric strategic programs and initiatives to be executed in stores with the goal of delivering exceptional satisfaction to our customers and store employees.
• Prepare senior level reports and presentations for the Management Board, Peers meetings, conference presentations, and presentations for internal team meetings
• Conduct research and understand key drivers of customer satisfaction at SDM stores. Share relevant insights and trends and develop strategic initiatives to deliver on insights ensuring programs are appropriate and relevant for store level
• Keep programs updated and meaningful, while identifying opportunities for continuous improvement in delivering the best experiences for customers in stores.
• Review customer complaints escalated by our enterprise customer management call center to identify trends impacting the customer experience journey.
• Responsible for market analysis in support of strategic operational programs recommended to stores while balancing customer satisfaction to ensure competitive advantage. Collaborate with other areas including Real Estate, Analytics and Marketing. 

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:

Regular

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.

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