Our Client
Proudly Canadian-owned and operated, this small but scaling business is on a mission to provide all curly-haired Canadians with access to high-quality products that will give you the good hair days you deserve!This company is dedicated to providing an exceptional, personalized customer experience that goes above and beyond what larger retailers offer. Their philosophy: "We're not just selling products; we're building relationships and fostering a community."
What's in it for You?

• Competitive Base Salary of$50k - $55k, depending on experience
• Did someone say work/life balance? This is a full-time position, but the schedule for this role will be35 hours/week
• A Healthcare Spending Account (HSA) for reimbursement of medical expenses
• Annual Christmas Bonus based on company performance
• Comprehensive training on the features/benefits of the full assortment of products offered, combined with a supportive learning environment where questions are welcome and encouraged
• The opportunity to represent a growing business and connect directly with customers every day to build the brand. This is afullyin-personrole, working out of a transit-accessible office nearBlackfoot Trail SE in Calgary, AB
• Employees enjoy 30% discount on all products, which can be usedfor themselves, friends & family.

The Opportunity
Reporting directly to the Owner/CEO of the company, theCustomer Experience Manageris a newly created position that will be essential to fulfilling our Client's mission of providing outstanding service and building lasting relationships with their customers. The ideal candidate will be a customer service superstar with a knack for problem-solving, a genuine interest in the curly hair community, and the ability to thrive in a fast-paced, entrepreneurial environment.
Required Experience and Qualifications

• 2+ years of demonstrated success working in a Customer Service or Sales Leadership role.
• Exceptional Customer Service skills combined with professional, yet personable communication skills, both verbally and in writing.
• Proficiency with Shopify Standard, including Shopify POS
• Previous experience using POS systems and handling cash
• Flexible availability, capable of working35hours a week, Monday - Saturday
• Knowledge of or experience caring for Curly Hair would be a significant asset
• Physical ability to lift 50 lbs or more
• Ability to stand for long periods of time
• Excellent organization, multitasking and time management skills
• Strong communicator with proven ability to resolve problems and make fast, smartdecisions
• Proven ability to work independently or collaboratively as part of a team
• Strong leadership skills with demonstrated ability to coach, train and lead a team

Responsibilities of the Position
CUSTOMER EXPERIENCE MANAGEMENT

• Deliver anexceptional customer experience in person by welcoming customers into the shop, assessing their needs and providing recommendations on products that suit their unique hair type.
• Respond to online inquiries from social media and the websitein a timely and professional manner, offering recommendations and solutions to problems when required.
• De-escalate any customer concerns and identify creative solutions to rectifysituations, as needed
• Process transactions and manage point-of-sale systems (Shopify).
• Regularreview of Shopify orders to recognize, resolveand update ordersaccordingly to maximize customer satisfaction
• Provide feedback to the Owner/CEO on customer inquiries and other insights, making recommendations to fill potential gaps in product lines, as needed.

BRAND ENHANCEMENT

• Create content for social media to promote products and services.
• Engage with vendors and customers on social media channels,continuingto build thecommunity and brand voice.
• Research local markets and/or trade shows that align with thebrand.
• Present a case study on available opportunities to Owner/CEO for final approval each quarter
• Engage with customers to promote and sell products at events, when required

LEADERSHIP

• Coordinate staff schedules and ensure adequate coverage for the Retail Shop.
• Foster a positive and productive team environment.
• Think on your feet to proactively solve problems at all levels (team management, customer experience, inventory presentation, etc.)

Sound exciting?Submit your application today - we'd love to hear from you!