Customer Experience Manager (L'OCA)

This leadership role is tasked with driving excellence in Customer Experience (CX), and requires the agility and flexibility to work effectively across L’OCA’s many departments and business lines, while keeping in mind the big picture and the consistency of the L’OCA brand. The right candidate will have a record of driving excellence in customer service, strong analysis and strategic planning skills, a demonstrated ability to inspire and motivate teams and excellent communication skills. Experience working in the restaurant and grocery industry is a significant asset.

Key Responsibilities:

• Use CX metrics – including, but not limited to, third party reviews, secret shops, customer feedback surveys, and frequency and recency data – to develop and implement strategies that optimize customer journeys by improving satisfaction, retention and loyalty.
• Work with other departments (e.g., marketing, purchasing, operations) to ensure a cohesive and customer-centric experience.
• Maintain and share product knowledge and subject matter expertise on L’OCA’s many lines of business.
• Stay ahead of evolving customer expectations and emerging consumer trends.
• Monitor and respond to online customer inquiries, reviews and feedback on Podium and Google.
• Serve as a key point of contact for team member questions, offering coaching and feedback in a timely, supportive and constructive manner.
• Champion the rollout and adoption of new tools and technologies that contribute to documentation, training and process improvements.
• Use on your feet problem-solving skills to proactively address customer concerns, find solutions and earn customer loyalty.
• Provide hands-on support during high volume or complex situations.
• Provide feedback to leadership to help maintain strategic alignment and drive departmental success.

Why Join L’OCA Quality Market?

• Dive into a supportive environment built on the principles of Quality, Scratch, Theatre, Service, and Love.
• Be part of a brand that's more than just a store - we're a community that respects, values, and grows together.
• Engage in exciting training programs, expanding your horizons.
• Enjoy competitive perks and a fantastic work atmosphere.

L’OCA Quality Market is an emerging specialty grocer and gourmet food retailer in Canada whose purpose is to “Spread the Love” by delivering a world-class food experience. Our core values are Quality, Scratch, Theatre, Service, and Love. Each location is comprised of a full artisanal market experience, including full-service restaurant(s), where traditional artisanal craftsmanship and service on the front end meets new world technology and innovation on the back end. A revolutionary purchasing and org structure, supported by custom technology, allows us to leverage efficiency across the business unit to drive scratch perishable production, massive prepared foods selection, full carcass meat programs, and world class service in a cost-effective format. There is also a special place in our hearts for quality local and Canadian products and we aim to deliver positive change to the food chain through a focus on local sourcing and private label partnerships. We are currently laying the groundwork for a national chain focused initially on western Canada. Our first location is 48k square feet, and located in Sherwood Park, Alberta.