Hudson’s Bay Company Hiring for The Bay | Customer Site Experience Manager at Toronto, Ontario Full Time

The Customer Site Experience team is responsible for Customer Experience measurement programs of
Relationship LTR (Likelihood to recommend) and Touchpoint CSAT (Customer satisfaction) and custom
research to gather consumer/customer feedback. The Customer Site Experience Manager (CSE) is responsible for creating a positive website experience, ultimately leading to building a loyal and long term relationship that promotes advocacy for thebay.com

To achieve this, the CSE understands the initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking to analyze the journey from a customers point of view
Refine and optimize the customer’s journey by leveraging the voice of the customer (NPS) program, user stories and analytics to find the optimal experience. The CSE will assess and determine the overall satisfaction of the customer by building rating systems and ways to measure customer happiness including the likelihood to promote thebay.com.

This role works with a portfolio of customers and collaborates with all internal stakeholders such as Product, Omni, Analytics, Marketing and Technology.

What You Will Do:

• Owns the site experience from a customer’s lens by providing feedback to stakeholders on how to
  increase user adoption and improve customer satisfaction.
• Proactively Identify and mitigate risk of customer pain points on the site early on to ensure ongoing
  customer satisfaction.
• Follow up on and aggregate ongoing NPS analytics, customer feedback, site analytics and sentiment
  and develop action plans to drive priorities for continuous improvement.
• Participate in and influence testing relevant to digital platform user experiences, and ensure customer
  research and insights inform decisions on E-commerce development.
• Determine customer experience metrics framework and present program updates and
  recommendations to senior leadership.
• Create and manage a forum to provide feedback and recommendations to stakeholders based on real
  time insights
• Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each
  touchpoint across the customer journey is engaging, efficient, and effective.
• Gather and analyze competitive intelligence around our competitors and work collaboratively with our
  stakeholders to help prioritize initiatives and digital enhancements
• Assist in creating and monitoring success KPIs throughout each phase of the customer journey.
• Collaborate with internal teams (marketing, product, analytics, and digital strategy) in order to provide
  an overall high quality Customer Experience.

What You Will Need:

• Minimum of 5+ years of experience in a related field.
• Prior experience in customer experience manager, consulting, analytics or product management.
• Strong communication skills and rapport building, while leveraging technology to interact with
  customers remotely.
• Understanding of HTML, CSS, and Javascript;
• Strong knowledge of enterprise technologies and systems
• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a
  positive mindset
• Knowledge of latest trends & technology in the space and how to apply into the customer journey.
• Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods
  to make sound, timely decisions and to find effective and innovative solutions.
• Ability to analyze data and use it to drive conversations and objectives.
• Customer focus to be able to add value to customers and exceed their expectations giving excellent
  service.

What You Can Expect: 

• Competitive salary and benefits package
• Associate discount up to 40% including top brands
• Flexible work environment that allows for work-life balance

About Hudson’s Bay: 

Hudson’s Bay is a digital-first purpose-driven retailer helping Canadians live their best style of life. As one of the country’s most iconic brands, Hudson’s Bay operates over 80 full-line locations and thebay.com featuring Marketplace – the 5th largest e-commerce business in Canada. Hudson’s Bay has established a reputation for quality and style through an unrivalled assortment including fashion, designer, home, beauty, food concepts and more.

Hudson’s Bay operates under the HBC brand portfolio and founded in 1670, HBC is North America’s oldest company. The signature stripes are a registered trademark of HBC. The Hudson’s Bay Rewards members share their passion for living a colourful life, and get rewarded for doing the things that bring them joy.

We are proud to share our tenured commitment to Diversity, Equity and Inclusion. Learn more about our commitment at HBC Foundation & HBC Heritage.

Our Commitment to Building a Winning Culture: 

As One Team we have re-established our internal behaviours and culture to ensure we all succeed. One Team provides the tools needed to shift our ways of working and creates change to become a purpose-driven, digital first business. Our 4 pillars for embracing One Team are: Always be Customer Champions, Performance and Purpose Driven, Keep it Simple & Change Agents.

Interested in Social Media?

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Thank you for your interest with HBC. We look forward to reviewing your application.

HBC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HBC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

HBC welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.