Retail Operations Manager - Customer Experience & Learning & Development
Requisition ID: 189295
Career Group: Corporate Office Careers
Job Category: BC Operations Support Services
Travel Requirements: 0 - 10%
Job Type: Full-Time
Country: Canada (CA)
Province: British Columbia
City: Victoria, Vancouver
Embark on a rewarding career with Sobeys Inc., celebrated among Canada’s Top 100 employers, where your talents contribute to our commitment to excellence and community impact.
Our family of 128,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.
A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1,600 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family.
Ready to Make an impact?
We are currently looking for a dynamic Manager of Retail Operations (MRO) to join the Sobeys family. This is an excellent opportunity to work with our store teams on driving Customer Experience and Learning & Development programs within the store.
Here’s where you’ll be focusing:
- Lead Nourish U program deliverables and point of contact for stores and support network
- Assisting with intake and selection
- Planning and facilitating Orientation and Graduation; Follow-up Orientation Q&A sessions with Trainees, Instructors and Coaches
- Program management
- Schedule and participate in Problem Solving Projects
- Schedule Final Walk Assessments and help prepare assessors
- Drive employee engagement and customer experience
- Manage training mentor program and lead all points of communication
- Support Customer Experience Surveys and assist with department action plans
- Support all national training programs
- Support store execution of National Onboarding program including but not limited to Role based Training, eLearning, 30-60-90 day progress check-ins
- Assist with care. Service enhancements, training completion and integration in new programs
- Support store compliance for all company training
- Build training deliverables and integrate store feedback prior to full rollout
- Manage functional and technical training for Operations and Retail managers
- Coordinate training logistics and lead sessions on a regular basis
- Be a resource for Operations leaders on specialized area of expertise
- Implement curriculum and content created by Operations Standards and Planning
- Assess quality of training content and delivery and address opportunities for improvement
- Support Mystery Shop program to reinforce the care. Service Essentials
- Support stores with new loyalty program
- Support Franchisee in Training Program
- Lead Store Satisfaction Survey Action Planning & track progress
What you have to offer:
- An Undergraduate Degree and a minimum of 8 years of relevant experience
- Full knowledge of company policies and department procedures
- Working knowledge of business processes tools
- Proficient in Microsoft Office
#LI-Hybrid #LI-DS1
At Sobeys we require our teammates to have the ability to adhere to a hybrid work model that requires your presence at one of our office locations at least three days per week. This requirement is integral to our commitment to team collaboration and the overall success of our office culture.
The salary range for this position in British Columbia is - . We will consider factors such as your working location, work experience and skills as well as internal equity, and market conditions to ensure that you are paid fairly and competitively.
We are committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.