Customer Experience Manager (CEM)
Top Benefits
About the role
Overview
We're excited to be opening our 5th La-Z-Boy location in Chilliwack in late fall 2026! As part of this expansion, we're looking for an experienced Customer Experience Manager (CEM) to lead our newest showroom.
The role of the Customer Experience Manager (CEM) is to “Create Customers For Life, One Exceptional Experience at a Time”. The CEM is responsible for the overall profitability, sales promotions and culture, employee development, store standards and operations and the customer experience at La-Z-Boy Furniture Galleries.
Key Accountabilities
Achieve annual Store Sales and Delivered Goals as set by Senior Management. Support recruitment and hire process of exceptional Design Consultants and Support Staff to promote a team atmosphere that is professional, efficient, relaxed, FUN and profitable. Ensure the store is clean, organized and merchandised within guidelines outlined. Use tools provided to develop fully trained Design Consultants that are free, clear and motivated to sell. Monitor and improve on your team’s Key Performance Indicator’s (average ticket, closing rates and in-home sales as a percent of business). Achieve yearly process improvement idea implementation goal as set by Senior Management.
Expectations
Ensure store is opened on time every day and adequately staffed in line with current promotion and traffic expectations. Ensure staff are motivated and knowledgeable on current promotions and ready to sell. Provide ongoing daily coaching to Design Consultants to ensure consistent execution of our sales process and continuous improvement of their KPS’s. Promote a high energy, enthusiastic, collaborative working environment where your team is excited to come to work. You are responsible for staff morale and job satisfaction levels. Adhere to all company policies and procedures, business code of ethics and maintain company core values, ensuring the same of your team members.
Responsibilities: Staff Development and Support (approximately 50% of your time) You will actively (on the floor with customers present) coach your Design Consultants to improve their sales performance. You will coach in the following areas:
Are they following the current sales process used by La-Z-Boy Furniture Galleries every time with every customer? Coach each Design Consultant to build consistent habits and best practices that drive long-term success and measurable improvement in Average Ticket, Closing Rate, Concierge Service attachment rate, and In-Home Design business. You will provide tactical support to your Design Consultants, including helping them understand and expertly use our point-of-sale system and all other material or systems required in the execution of their jobs. Lead weekly sales meetings focusing on how your staff can do things to create customers for life. Provide your team with all the information they need to clearly communicate the current promotion to their customers. Assist your staff with after-sale service. Provide top-level management service to customers with complex service issues. Take overall customer service issues that have escalated to an emotionally charged situation. Active and ongoing recruitment of new team members. Provide emotional support to your team when they need it. We are a caring company that views our staff as people first and staff members second.
Administration (approximately 35% of your time) Schedule your team to meet traffic projections and post their schedule prior to the beginning of each month. Post weekly and monthly sales goals prior to the beginning of each month. Revise the schedule and weekly/monthly goals as needed. Provide your team with the materials and instructions they need to execute all promotional changeovers. Ensure that all promotional material is in place by Wednesday of the week a promotion starts unless instructed to do otherwise by the marketing department. Ensure that daily sales receipts are reconciled and posted accurately. Audit daily sales bill to ensure accuracy (pricing, promotion, and inventory). Accumulate and evaluate weekly performance statistics for your store and your Design Consultants. Keep accurate documentation of all discussions with your team that are focused on policy infractions or poor performance. Complete and submit all payroll documentation within the timelines provided by the payroll department. Complete a new hire package for all new hires and submit the package to the HR department within the time frames requested. Forward a copy of all corrective action documentation to the HR department monthly. Complete a performance evaluation within 85 days of the start date of a new hire recommending full employment or termination of employment and forwarding the evaluation to the HR department.
Training and Ongoing Learning (approximately 15% of your time) Attend monthly leadership meetings prepared to participate and share ideas. Attend bi-weekly 1:1 meeting with senior management Engage in weekly personal and professional development (read a book, research our competitors to discover their strengths and weaknesses Assist the General Sales Manager with training of new staff and ongoing training of veteran staff as requested. Other tasks and expectations may be assigned as business needs require.
Required Qualifications
Minimum of five years of management experience in large ticket retail business. Strong achievement, motivation and demonstrated ability to meet sales goals. Ability to develop rapport with clients and maintain strong working relationships. Ability to work a flexible schedule based on the business needs, including weekends, evenings and holidays. Strong organizational skills and the ability to multi-task in a fast-paced ever-changing environment. Extensive knowledge and interest in the retail and furniture industry. Professional image that reflects our brand.
OUR CORE VALUES ARE: Act with Integrity: Show trust and be trustworthy. Treat everyone with respect. Be dependable. Learn from your mistakes. Think Customer: The customer is at the heart of everything we do. Total Commitment: Take initiative and action. Set the example. Embrace accountability. Show energy and passion. Drive Change: Learn every day. Create innovation. Be curious, ask tough questions Stay Connected: Collaborate. Be a leader and a listener. Help others succeed. Be a community builder.
PAY: CA$65,000.00 – CA$115,000.00 per year
BENEFITS: Dental care Disability insurance Employee assistance program Extended health care Flexible schedule Life insurance On-site parking Store discount Vision care Wellness program
Similar Jobs
Customer Experience Manager (CEM)
Top Benefits
About the role
Overview
We're excited to be opening our 5th La-Z-Boy location in Chilliwack in late fall 2026! As part of this expansion, we're looking for an experienced Customer Experience Manager (CEM) to lead our newest showroom.
The role of the Customer Experience Manager (CEM) is to “Create Customers For Life, One Exceptional Experience at a Time”. The CEM is responsible for the overall profitability, sales promotions and culture, employee development, store standards and operations and the customer experience at La-Z-Boy Furniture Galleries.
Key Accountabilities
Achieve annual Store Sales and Delivered Goals as set by Senior Management. Support recruitment and hire process of exceptional Design Consultants and Support Staff to promote a team atmosphere that is professional, efficient, relaxed, FUN and profitable. Ensure the store is clean, organized and merchandised within guidelines outlined. Use tools provided to develop fully trained Design Consultants that are free, clear and motivated to sell. Monitor and improve on your team’s Key Performance Indicator’s (average ticket, closing rates and in-home sales as a percent of business). Achieve yearly process improvement idea implementation goal as set by Senior Management.
Expectations
Ensure store is opened on time every day and adequately staffed in line with current promotion and traffic expectations. Ensure staff are motivated and knowledgeable on current promotions and ready to sell. Provide ongoing daily coaching to Design Consultants to ensure consistent execution of our sales process and continuous improvement of their KPS’s. Promote a high energy, enthusiastic, collaborative working environment where your team is excited to come to work. You are responsible for staff morale and job satisfaction levels. Adhere to all company policies and procedures, business code of ethics and maintain company core values, ensuring the same of your team members.
Responsibilities: Staff Development and Support (approximately 50% of your time) You will actively (on the floor with customers present) coach your Design Consultants to improve their sales performance. You will coach in the following areas:
Are they following the current sales process used by La-Z-Boy Furniture Galleries every time with every customer? Coach each Design Consultant to build consistent habits and best practices that drive long-term success and measurable improvement in Average Ticket, Closing Rate, Concierge Service attachment rate, and In-Home Design business. You will provide tactical support to your Design Consultants, including helping them understand and expertly use our point-of-sale system and all other material or systems required in the execution of their jobs. Lead weekly sales meetings focusing on how your staff can do things to create customers for life. Provide your team with all the information they need to clearly communicate the current promotion to their customers. Assist your staff with after-sale service. Provide top-level management service to customers with complex service issues. Take overall customer service issues that have escalated to an emotionally charged situation. Active and ongoing recruitment of new team members. Provide emotional support to your team when they need it. We are a caring company that views our staff as people first and staff members second.
Administration (approximately 35% of your time) Schedule your team to meet traffic projections and post their schedule prior to the beginning of each month. Post weekly and monthly sales goals prior to the beginning of each month. Revise the schedule and weekly/monthly goals as needed. Provide your team with the materials and instructions they need to execute all promotional changeovers. Ensure that all promotional material is in place by Wednesday of the week a promotion starts unless instructed to do otherwise by the marketing department. Ensure that daily sales receipts are reconciled and posted accurately. Audit daily sales bill to ensure accuracy (pricing, promotion, and inventory). Accumulate and evaluate weekly performance statistics for your store and your Design Consultants. Keep accurate documentation of all discussions with your team that are focused on policy infractions or poor performance. Complete and submit all payroll documentation within the timelines provided by the payroll department. Complete a new hire package for all new hires and submit the package to the HR department within the time frames requested. Forward a copy of all corrective action documentation to the HR department monthly. Complete a performance evaluation within 85 days of the start date of a new hire recommending full employment or termination of employment and forwarding the evaluation to the HR department.
Training and Ongoing Learning (approximately 15% of your time) Attend monthly leadership meetings prepared to participate and share ideas. Attend bi-weekly 1:1 meeting with senior management Engage in weekly personal and professional development (read a book, research our competitors to discover their strengths and weaknesses Assist the General Sales Manager with training of new staff and ongoing training of veteran staff as requested. Other tasks and expectations may be assigned as business needs require.
Required Qualifications
Minimum of five years of management experience in large ticket retail business. Strong achievement, motivation and demonstrated ability to meet sales goals. Ability to develop rapport with clients and maintain strong working relationships. Ability to work a flexible schedule based on the business needs, including weekends, evenings and holidays. Strong organizational skills and the ability to multi-task in a fast-paced ever-changing environment. Extensive knowledge and interest in the retail and furniture industry. Professional image that reflects our brand.
OUR CORE VALUES ARE: Act with Integrity: Show trust and be trustworthy. Treat everyone with respect. Be dependable. Learn from your mistakes. Think Customer: The customer is at the heart of everything we do. Total Commitment: Take initiative and action. Set the example. Embrace accountability. Show energy and passion. Drive Change: Learn every day. Create innovation. Be curious, ask tough questions Stay Connected: Collaborate. Be a leader and a listener. Help others succeed. Be a community builder.
PAY: CA$65,000.00 – CA$115,000.00 per year
BENEFITS: Dental care Disability insurance Employee assistance program Extended health care Flexible schedule Life insurance On-site parking Store discount Vision care Wellness program