Job Description

Summary
Are you passionate about empowering teams and elevating customer experiences? Do you thrive at the intersection of retail operations, training design, and customer engagement? We're seeking a dynamic Training & CX Manager to lead the development and execution of scalable programs that drive performance and delight customers. This role is with a leading retailer serving professional tradespeople and serious DIYers, known for its deep product expertise and commitment to customer service. With a footprint that spans multiple stores and a reputation for quality, the company operates at the intersection of retail and industrial supply-offering everything from tools and construction materials to workwear and safety gear both in-store and online. The culture is fast-paced, collaborative, and deeply focused on delivering value to both employees and customers.
As the Training & CX Manager, you'll be responsible for building and implementing structured training programs that enhance employee capability and customer satisfaction across a diverse and complex product portfolio in both bricks and clicks. You'll work closely with cross-functional teams to ensure that every touchpoint - whether internal or customer-facing-reflects operational excellence and a service-first mindset.
Contact Liz Crompton at or submit your resume in confidence below.
Description

• Develop and implement a comprehensive CX strategy across physical and digital channels.
• Define and improve customer journey mapping to support consistent, high-impact interactions.
• Build and manage continuous development programs for store teams, focused on service, selling, and brand storytelling.
• Create training content and delivery methods that empower staff to communicate the company's value proposition and product quality.
• Partner with merchandising to optimize store presentation and storytelling, especially around private label products.
• Introduce a sales-focused mindset, shifting from transactional service to consultative selling.
• Establish and monitor CX standards and KPIs to track progress and drive accountability.
• Collaborate with Marketing, Merchandising, and Store Leadership to align brand messaging and customer experience.
• Influence or oversee store presentation, training design, and team coaching.

Requirements

• Proven experience in CX leadership, with a track record of creating, implementing, and measuring customer experience programs.
• Background in retail or contractor-supply environments, with familiarity in complex product categories (e.g., tools, construction, home improvement, workwear).
• Strong understanding of professional end-users and their expectations.
• Skilled in training program design, delivery, and performance tracking.
• A builder of programs-able to formalize and scale initiatives, not just deliver existing content.
• Passionate about service excellence, team empowerment, and customer engagement.
• Exceptional communication, leadership, and project management skills.
• Experience in organizations with dedicated CX or training functions (e.g., Canadian Tire franchise groups, Princess Auto, Home Depot, IKEA) is highly desirable.

Corporate Culture

• A values-driven culture focused on service, integrity, and continuous improvement.
• Autonomy and influence-you'll have the opportunity to shape strategy and build programs from the ground up.
• Cross-functional collaboration with merchandising, marketing, and store leadership to align brand, training, and customer experience.
• Investment in growth-leadership is committed to supporting this role with the resources and visibility needed to succeed.
• A stable, respected business with a loyal customer base and strong market presence.
• Competitive compensation and benefits, with room for advancement as the company expands its CX and training capabilities.

Position Type
Permanent

Skills Required