Bed Bath & Beyond Canada is entering a bold new chapter and we’re building the founding team that will define what this iconic brand becomes next. This is a rare, career-defining opportunity to help create, launch, and scale a national retail platform from the ground up, with the backing of one of Canada’s most respected retail companies.Description D'emploiReporting 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 WillEnd-to-End CX Strategy and Continuous ImprovementDesign 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 & Beyond TeamEstablish and train the CX Team on clear policies based on vendor partnerships in collaboration with the Bed, Bath & Beyond Merchandising TeamDefine 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 TeamBuild out the after-sales support knowledge centre for all vendors in collaboration with the Bed, Bath & Beyond Merchandising TeamBuild out and update comprehensive internal knowledge base content and live agent-facing resources reflecting Bed, Bath & Beyond tone of voice and brand valuesCreate a customer-facing help center with content aligned to the brand voice and receive direction from the President of Bed, Bath & BeyondManage escalations and complex customer issues with internal stakeholders and 3rd party vendors ensuring consistent delivery of high-quality, customer-first experiencesContinuously identify opportunities to improve customer journeys while reducing cost-to-serve, and enhancing customer satisfaction metricsOwn the alignment of priorities, launches, and issue resolution while acting as the voice of the Bed, Bath & Beyond customer within the organizationSystem Integration & OptimizationLead 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 TeamConfigure workflows, automations, macros, triggers, and chatbot flows resulting in effective automation and minimizing live agent interactionsAchieve seamless system connectivity and data flow in partnership with Product, Technology, and eCommerce TeamsTest and validate systems prior to launches ensuring operational readiness, addressing root causes of friction in collaboration with eCommerce, Logistics and Product TeamsTrack and report on key CX metrics (CSAT, response time, resolution time, contact drivers, etc.)Analyze trends and provide insights and actionable solutions to the businessTeam LeadershipManage 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 ExperienceCoach, mentor,



and develop agents to achieve performance goals in weekly check-ins as well as conducting regular performance reviews and feedback sessionsCreate 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 CustomerDesign and deliver comprehensive onboarding and training programs for live agentsCreate clear metrics of success and accountabilities around performance standards ensuring that team goals are defined and resulting in a high performing team customer-centric TeamDevelop training materials, playbooks, and certification processes for both automated and live agentsFacilitate the escalation of issues with vendors as neededThe Qualifications And Experience We Like To SeeCollege or University Degree is an assetMinimum 5 years previous management experience in an eCommerce/Retail centralized service centre leading hybrid and remote teamsExperience leading a CX function through a launch, relaunch, or transformation in a retail or eCommerce environment is a definite assetOwnership of CX strategy for a large retail brandStrong understanding of contact centre metricsCX Technology Set-Up and Maintenance backgroundPrevious experience with Shopify, Zendesk, Ada, and other CX tools is a definite assetUnderstanding of ERP/Shipping Operations for drop ship ordersExperience with multi-category retailersProven ability to drive automation strategy (chatbots, self-service, AI tools) while balancing customer satisfaction and operational efficiencyExperience working in a rapid-paced, ambiguous, or start-up-like environment with shifting prioritiesExcellent stakeholder management skills with the ability to influence cross-functional leaders and executive partnersAnalytical skills with the ability to translate data into actionable insights and business recommendations Strong written and verbal communication skills; bilingual in French is an assetAdditional InformationThis 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.#J-18808-Ljbffr

📌 Manager, Customer Experience - $80,000 - $100,000 A Year (Winnipeg)
🏢 Bed Bath & Beyond Canada
📍 Winnipeg