Customer Experience and Innovation Manager

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

We’re looking for a Customer Experience and Innovation Manager for the Samsung Experience Stores across Canada to join our team in support of our vision to take this high-touch and experiential retail channel to the next level. The candidate we’re looking for must not only be passionate about creating world class customer experience, but we’re looking for someone for whom it is part of their DNA. The Samsung in-store experience team is the living, breathing face of our brand and you will be the one to design, innovate, and implement strategies and tactics to drive the overall customer experience. This team is engaged, energetic, fun, and committed to delivering exceptional experiences with every interaction they have with customers. Your role will be to ensure this not only continues, but you will constantly reimagine and revolutionize our customer experience to ensure we are on the cutting edge and are unrivaled by none.

• Develop, establish and be the champion of an innovative culture across the organization
• Developing the vision, strategy, ecosystem road map and goals for success for a best-in-class guest service experience and training and development platform for associates
• Overseeing all areas of the retail store’s customer experience journey, ensuring that all touchpoints and post sales have a 1:1 engagement that furthers our brand loyalty through best-in-class training, coaching and communication
• Build comprehensive solutions to maximize customer value through creative and proactive approaches to improve the interaction and engagement between the customer and the brand at various connection points throughout their journey
• Drive improvements through coordinated inter-departmental planning and cross-functional collaboration
• Driving our training ecosystem roadmap by identifying areas for self-service, automation, and product knowledge delivery improvements both sales and service focus associates
• Formulate the curriculum and facilitate training in our new store locations, new associate onboarding, new operating procedures, and new product launches
• Identify areas for self-service, automation, and product improvements
• Analyze results to track training performance, identify issues, trends and opportunities and continuously improve training programs
• Developing and managing budgets in line with departmental and business objectives, including proactively planning training sessions for our greater team
• Analyze market opportunities and competitive positioning to ensure we are the market leader

• 10+ years in fast-paced retail, telecommunications, hospitality or learning environment
• 5+ years at a senior management level
• Strong leader and communicator with an unwavering devotion to create an outstanding customer experience
• Proven business acumen, team building, and project management skills
• Inspire breakthrough thinking and continuous improvement
• Ability to present in front of large groups in both seminar style sessions and hands-on training
• Quickly develop and foster trusting, healthy relationships with partners and team members