Location 243 Consumers Road, Toronto, Ontario, M2J 4W8 Overview At Shoppers Drug Mart, we’re innovating health and wellness in Canada. From prescriptions to walk‑in clinics, and a beloved loyalty program, we’re caring and supporting our customers in new ways every day. With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it’s a great place to work. We’re committed to building a talented team that champions collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians. Why this role is important? The Senior Manager, Customer Experience is responsible for supporting the development, execution, and scaling of initiatives aimed at enhancing customer experience across Shoppers Drug Mart store locations. This role leads cross‑functional strategy and alignment across National Operations, HR, Beauty, Front Store and Pharmacy to develop and implement programs, processes, and best practices based on business needs and customer feedback, ensuring a high quality of consistent customer experience across all retail touchpoints and interactions. The focus is on building momentum on service experience through translating insights into actionable strategies and programs focused on culture, coaching, and training that support the long‑term vision of Shoppers Drug Mart by driving sales through excellent customer experiences. The Senior Manager, Customer Experience will also be responsible for learning & development for Front Store & Beauty teams, collaborating across National Operations and HR to develop and implement high‑quality training that equips and empowers employees, and for program development on selling and service initiatives that deliver higher sales through improved service in stores. What You’ll Do Develop and implement customer experience strategies and programs that align with strategic objectives Demonstrate innovation regarding service strategies, creating new and compelling service initiatives that deliver consistency of experience Develop service standards and training for various store functions and roles, including management training and train‑the‑trainer guides Create training and suggested scripting for frontline employees for day‑to‑day needs, new events, promotions, and programs to ensure employees and management can deliver excellent experiences to each customer Develop service programs that drive sales for stores through improved service, reduced friction, and increased loyalty Identify customer friction points and work cross‑functionally to mitigate them and improve experiences Partner with stores and HR to develop employee engagement initiatives that support the delivery of excellent customer experiences Develop coaching tools for store and field management to ensure standards and consistency Identify store best practices and operationalise them for national deployment where appropriate, turning learnings into new initiatives for rollout in coordination with field teams Lead communication strategies for customer experience with field teams, influencing field leaders Consolidate feedback from field teams, updating and iterating on initiatives as needed to support frontline employees effectively Infuse customer experience requirements into office‑driven initiatives that are customer‑centric in nature Lead the strategy, development, and implementation of national operations learning and development programs in partnership with HR/L&D, including curriculum architecture and content governance Develop comprehensive training for frontline and leadership roles across Beauty and Front Store operations Partner with Pharmacy Experience & Rx Operations to align priorities and develop relevant training Explore and pilot new training methodologies (e.g., Axonify) to improve the effectiveness of store training Manage the partnership with the central L&D team for all national operations Own the strategy and development of new selling/service initiatives, project management, and business development for national operations, ensuring successful development before handover to Beauty/Front Store operations for day‑to‑day execution and administration Serve as the service and selling strategy lead across all national operations strategic initiatives Accountable for designing initiatives that drive measurable sales lift and service performance improvements Define KPIs and success metrics for selling & service initiatives What You’ll Need Strong strategic thinking and experience leading cross‑functional initiatives, with a focus on field program development Experience developing and implementing retail training programs across a large store network Proven problem‑solving abilities, with a demonstrated ability to address operational challenges effectively and creatively Exceptional communication skills for engaging associates, field teams, and corporate stakeholders Demonstrated ability to drive measurable sales performance improvements Strong prioritization skills to manage competing objectives and facilitate execution roadmaps across locations Experience in managing large‑scale program development and rollouts within complex organizations Ability to provide structured guidance and maintain consistency across field initiatives Demonstrated ability to utilise data and insights to focus on continuous improvement in operations Ability to manage multiple projects and adjust strategies based on field input and evolving organisational needs 7‑10 years of retail operations, strategy, and program development experience required Why work at Shoppers Drug Mart? Acting as consultants, supporting internal customers and the Associate‑Owners, you will gain experience unique to the retail industry while working for an award‑winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy. Take ownership of your work and find more ways to care about your work, co‑workers, customers and community. How You’ll Succeed At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections. If that sounds like you, and you are open‑minded, responsive to change and up to the challenges of a fast‑paced retail environment, apply today. Employment Type Full time Type Of Role Temporary with Benefits (Fixed Term) Salary Range $100,000.00 – $132,000.00 per year (Canadian equivalent) Legal and Diversity Statement Shoppers Drug Mart Inc. recognises Canada’s diversity as a source of national pride and strength. We are committed to reflecting our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. We uphold the law and our Code of Conduct, reinforcing the expectations of our customers and stakeholders. Apply If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application. #J-18808-Ljbffr