Join the founding team defining the bold new chapter for Bed Bath & Beyond Canada. As Manager, Customer Experience, you will play a pivotal leadership role in the relaunch, developing, driving, and executing the strategic implementation of a scalable, end-to-end customer experience operating model. This includes integrating Shopify with the existing CX technology stack and building a high-performing CX team from the ground up, overseeing hiring, onboarding, capability development, and performance management.
You will be accountable for Bed Bath & Beyond's CX performance, service delivery, and continuous improvement across all channels. This role involves owning key metrics, anchoring decisions in data, and partnering cross-functionally with eCommerce, Merchandising, Logistics, Marketing, and Vendor Partners to enhance the end-to-end customer experience and innovate while resolving root causes of customer friction.
Your Responsibilities
You will design and map the end-to-end customer journey for online and in-store experiences, from purchase to issue resolution, ensuring alignment with brand aspirations. This includes establishing clear policies, defining standard operating procedures, building comprehensive knowledge centres, and managing complex escalations with internal stakeholders and third-party vendors. You will continuously identify opportunities to improve customer journeys, reduce cost-to-serve, and enhance customer satisfaction, acting as the voice of the Bed Bath & Beyond customer within the organisation.
Lead the integration and optimisation of key CX tools such as Shopify, Zendesk, and Ada. You will configure workflows, automations, and chatbot flows to minimise live agent interactions and achieve seamless system connectivity. This involves testing and validating systems for operational readiness and tracking vital CX metrics like CSAT, response time, and resolution time to provide actionable insights to the business.
As a leader, you will manage the day-to-day operations of the customer service team, ensuring optimal scheduling and coverage. You will coach, mentor, and develop agents through regular check-ins and performance reviews, establishing robust QA frameworks and creating comprehensive onboarding and training programmes. Your goal is to define clear metrics of success and accountabilities, fostering a high-performing, customer-centric team.
What You'll Bring
We are looking for a minimum of five years of previous management experience in an eCommerce or Retail centralised service centre, with a proven track record of leading hybrid and remote teams. You should have experience owning CX strategy for a large retail brand and possess a strong understanding of contact centre metrics. A college or university degree is considered an asset.
Experience leading a CX function through a launch, relaunch, or transformation in a retail or eCommerce environment is a definite asset, alongside a background in CX technology set-up and maintenance. Familiarity with Shopify, Zendesk, Ada, and other CX tools is highly valued, as is an understanding of ERP and Shipping Operations for drop-ship orders and experience with multi-category retailers.
You will demonstrate a proven ability to drive automation strategy, balancing customer satisfaction with operational efficiency, and thrive in fast-paced, ambiguous, or start-up-like environments with shifting priorities. Excellent stakeholder management skills, the ability to influence cross-functional leaders, strong analytical capabilities to translate data into actionable insights, and robust written and verbal communication skills are essential. Bilingualism in French is considered an asset.
Why Join Our Team
Be part of a company that offers endless career growth opportunities and a culture that champions diversity, inclusion, and belonging. We provide comprehensive health, dental, and vision benefits to support your well-being.
Enjoy an annual Wellness Credit of up to $250 for fitness, nutrition, and self-care essentials, along with tuition reimbursement for your professional and personal development. Our family-friendly policies include generous parental leave top-up, and you'll receive exclusive employee discounts on premium sleep products and home essentials.
We foster a workplace that feels like family, with paid volunteer days to give back to your community, recognition programmes, and milestone celebrations. You will have access to cutting-edge training platforms and mentorship programmes, becoming part of a brand that is admired, trusted, and growing across Canada.
