Lead the customer experience strategy for Bed Bath & Beyond Canada, driving excellence in service delivery and CX innovation. This managerial role focuses on building a high-performing team and optimizing customer journeys through technology and operational frameworks.
Reporting to the Senior Vice President of Customer Experience, you will spearhead the relaunch of the iconic brand. Responsibilities include developing a comprehensive CX operating model integrating platforms like Shopify and Zendesk while leading a new team dedicated to enhancing customer satisfaction. Work cross-functionally with eCommerce, Merchandising, and other partners to innovate and resolve customer issues.
Key Responsibilities:
• Design and map end-to-end customer journeys
• Train CX Team on service policies and procedures
• Build internal knowledge base and help center content
• Manage escalations and complex issues effectively
• Identify opportunities to improve customer satisfaction metr...