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About the Role
The Customer Experience Manager will lead customer service floor teams to deliver first-class customer service and drive the execution, implementation, and ongoing management of displays, visual merchandising, customer service/selling, and replenishment of stock on the sales floor.
Responsibilities
- Support the Scarborough Store Manager in execution of store operations.
- Provide guidance and direction to floor staff and floor leads.
- Excel in retail operations with a focus on productivity and customer service.
- Maintain a well-merchandised and visually appealing store with correct inventory levels.
- Plan and execute peak time store operations with high customer satisfaction.
- Acquire, onboard, train, schedule, and discipline PT staff in accordance with UTP policies.
- Lead customer service floor teams to deliver first-class customer service.
- Support execution and training of customer service policies and procedures.
- Drive the execution, implementation, and ongoing management of displays, visual merchandising, customer service/selling, and replenishment of stock on the sales floor.
- Develop good relations between the Bookstore and UofT campus faculty, staff, students, and administration.
- Attend events on behalf of the store.
- Lead customer communication regarding customer inquiries, including textbook buybacks.
- Assist and oversee e-commerce customer service during peak times.
- Ensure the team maintains high standards of Health and Safety.
- Monitor all retail locations and proactively request improvements to ensure the safety of all retail team members and customers.
- Participate as a Management Rep on the JHSC.
- Perform other duties as assigned.
Requirements
- University/College degree, or equivalent education and work experience.
- At least 5 years of retail experience, including three years of management experience.
- Sales & Marketing experience is considered an asset.
Skills
- Results-oriented leader with aptitude for change.
- Current knowledge and experience of store management and trends within the retail business.
- Experience in leading multifunctional store teams.
- Ability to analyze numbers and create and implement action plans based on analysis.
- Comfortable working in a hands-on, physically demanding environment.
- Energetic with a positive attitude.
- Outstanding customer service skills.
- Alignment with core values of respect, innovation, and accountability.
Location
- U of T Bookstore, Scarborough Campus
Work Type
- Full-time
- Weekend work required
- Evening work required
Experience Level
- 3 years of management experience
- 5 years of retail experience
Education Level
- University/College degree or equivalent education and work experience
About the Company
- The University of Toronto Press (UTP) is one of the largest university presses in North America, publishing landmark scholarship since 1901.
- Each year UTP releases over 250 new scholarly, course, and general interest books in print, audio and ebook formats, and over 80 journals.
- UTP manages the distribution for over 250 publishers and imprints in Canada, the US, and around the world, with warehouses in Toronto, Ontario and Buffalo, New York.
- UTP also runs the University of Toronto Bookstores across the three main campuses, serving over 100,000 students and 16,500 faculty.
- As the leading university press in Canada and one of the largest in North America, UTP acknowledges its role and responsibility in effecting positive change.
- UTP seeks to continuously improve the diversity and representation of its publications and the clients it represents, as well as within the makeup of its organization.
- With strong commitment from leadership, UTP is collectively bringing forward change across the organization, both within its company culture and in its publishing, distribution, and retail endeavors.
- UTP operates with mutual trust, respect, and integrity as it strives to identify and remove barriers.
- UTP is committed to making itself a great place to work by addressing and challenging systemic inequities.
Equal Opportunity
- The University of Toronto Press encourages applications from all qualified candidates.
- If you need accommodation at any stage of the application process or want more information on our accommodation policies, please contact the People Team at (647) 805-5082.