Location: 243 Consumers Road, Toronto, Ontario, M2J 4W8 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. Why this role is important? The Senior Manager, Customer Experience supports the development, execution, and scaling of initiatives that enhance customer experience across Shoppers Drug Mart store locations. The 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 that ensure a high quality of consistent customer experience across all retail touchpoints and interactions. It focuses on building momentum on service experience by translating insights into actionable strategies and programs focused on culture, coaching, and training, which drive sales through excellent customer experiences. What You’ll Do: Develop and implement a customer experience strategy and programs that align with strategic objectives. Demonstrate innovation regarding service strategies and create new and compelling service initiatives that deliver consistency of experience. Develop service standards and training for various store functions and roles, as well as management training and train‑the‑trainer guides. Develop training and suggested scripting for frontline employees for day‑to‑day needs, as well as new events, promotions, and programs to ensure employees and management are equipped to deliver excellent experiences to each customer. Develop service programs that focus on driving sales for stores through improved service, reduced friction, and increased loyalty. Identify customer friction points and work cross‑functionally to overcome and mitigate them to improve experiences. Partner with stores and HR to develop employee engagement initiatives that support delivery of excellent customer experiences. Develop coaching tools for store and field management to ensure standards and consistency. Identify store best practices and operationalize the programs to deploy nationally 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. Partner cross‑functionally to infuse customer experience requirements and build 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 owning the national operations learning strategy for Front Store and Beauty and developing comprehensive training for frontline and leadership roles. 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, designing initiatives that drive measurable sales lift and service performance improvements. Define KPIs and success metrics for selling and 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 utilize data and insights to focus on continuous improvement in operations. Ability to manage multiple projects and adjust strategies based on field input and evolving organizational needs. 7–10 years of retail operations, strategy, and program development experience required. Benefits: Purchase discount program, competitive pay, and online learning through Academy. Employment Type: Full time Type of Role: Temporary with Benefits (Fixed Term) Shoppers Drug Mart Inc. recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us. Hiring Range / Échelle salariale à l’embauche : $100,000.00 – $132,000.00 per year. A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. #J-18808-Ljbffr