Job Description
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 consistent, high-quality experience aligned with brand standards, while embedding strong operational discipline and a customer-first mindset.
The Manager, Customer Experience, is accountable for Bed, Bath & Beyond’s CX performance, service delivery, and continuous improvement across channels. The Manager will own key metrics (e.g., CSAT, productivity, resolution rates), anchoring in data driven decision-making, and partner cross-functionally with eCommerce, Merchandising, Logistics, Marketing and Vendor Partners to improve the end-to-end customer experience and innovate while addressing and resolving any root causes of customer friction.
In this role you will:
End-to-End CX Strategy and Continuous Improvement
- Design and map the end-to-end customer journey online and in-store (purchase experience, order status, delivery, returns, refunds, exchanges and issue resolution) that result in an excellent customer experience aligning with brand aspirations in collaboration with the Bed, Bath and Beyond Team
- Establish and train the CX Team on clear policies based on vendor partnerships in collaboration with the Bed, Bath & Beyond Merchandising Team
- Define standard operating procedures (SOPs) for all scenarios including service standards, SLAs and escalation frameworks based on vendor agreements, warranties and policies resulting in customer expectations being proactively set, in collaboration with the Bed, Bath & Beyond Merchandising Team
- Build out the after-sales support knowledge centre for all vendors in collaboration with the Bed, Bath & Beyond Merchandising Team
- Build out and update comprehensive internal knowledge base content and live agent-facing resources reflecting Bed, Bath & Beyond tone of voice and brand values
- Create a customer-facing help center with content aligned to the brand voice and receive direction from the President of Bed, Bath & Beyond
- Manage escalations and complex customer issues with internal stakeholders and 3rd party vendors ensuring consistent delivery of high-quality, customer-first experiences
- Continuously identify opportunities to improve customer journeys while reducing cost-to-serve, and enhancing customer satisfaction metrics
- Own the alignment of priorities, launches, and issue resolution while acting as the voice of the Bed, Bath & Beyond customer within the organization
System Integration & Optimization
- Lead the integration of Shopify, Zendesk, Ada, and other CX tools in collaboration with the AI and Automation Team as well as the Bed, Bath & Beyond Team
- Configure workflows, automations, macros, triggers, and chatbot flows resulting in effective automation and minimizing live agent interactions
- Achieve seamless system connectivity and data flow in partnership with Product, Technology, and eCommerce Teams
- Test and validate systems prior to launches ensuring operational readiness, addressing root causes of friction in collaboration with eCommerce, Logistics and Product Teams
- Track and report on key CX metrics (CSAT, response time, resolution time, contact drivers, etc.)
- Analyze trends and provide insights and actionable solutions to the business
Team Leadership
- Manage day-to-day operations of the customer service team ensuring scheduling, coverage and team capabilities meet the needs of the Bed, Bath & Beyond business in partnership with the SVP of Customer Experience
- Coach, mentor, and develop agents to achieve performance goals in weekly check-ins as well as conducting regular performance reviews and feedback sessions
- Create and establish CX Team tools specific to Bed, Bath & Beyond, such as QA frameworks to ensure streamlined effectiveness and consistency for the Bed, Bath & Beyond Customer
- Design and deliver comprehensive onboarding and training programs for live agents
- Create clear metrics of success and accountabilities around performance standards ensuring that team goals are defined and resulting in a high performing team customer-centric Team
- Develop training materials, playbooks, and certification processes for both automated and live agents
- Facilitate the escalation of issues with vendors as needed
The Qualifications and Experience we like to see:
- College or University Degree is an asset
- Minimum 5 years previous management experience in an eCommerce/Retail centralized service centre leading hybrid and remote teams
- Experience leading a CX function through a launch, relaunch, or transformation in a retail or eCommerce environment is a definite asset
- Ownership of CX strategy for a large retail brand
- Strong understanding of contact centre metrics
- CX Technology Set-Up and Maintenance background
- Previous experience with Shopify, Zendesk, Ada, and other CX tools is a definite asset
- Understanding of ERP/Shipping Operations for drop ship orders
- Experience with multi-category retailers
- Proven ability to drive automation strategy (chatbots, self-service, AI tools) while balancing customer satisfaction and operational efficiency
- Experience working in a fast-paced, ambiguous, or start-up-like environment with shifting priorities
- Excellent stakeholder management skills with the ability to influence cross-functional leaders and executive partners
- Analytical skills with the ability to translate data into actionable insights and business recommendations
Strong written and verbal communication skills; bilingual in French is an asset
Additional information
This is a current open position. The salary range for this position is $80,000.00 - $100,000.00 annually. Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.
Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.