Reporting to the Senior Vice President of Customer Experience, the Manager, Customer Experience will play a key leadership role in the relaunch of Bed Bath & Beyond in Canada. The Manager, Customer Experience will develop, drive and execute the strategic implementation of a scalable, end-to-end customer experience (CX) operating model, including integration of Shopify utilizing the current CX technology stack (Zendesk, Ada, and supporting tools). The strategic plan that the Manager, Customer Experience will build includes establishing service strategy for online orders and support for store sales, operational frameworks, knowledge management, and training programs to enable a seamless, efficient, and brand-aligned customer journey.

A core mandate is to build and lead a high-performing CX team from the ground up, with full ownership of hiring, onboarding, capability development, and performance management. The Manager will ensure the team is equipped to deliver a consisten...