Marketing Bilingual Customer Service Supervisor

Jenna discovered COLLABORATION working at TJX

Playing off everyone's unique strengths and utilizing them to reach shared goals is what Jenna loves most about working at TJX. And when you work with us, you'll see that everything we accomplish - we accomplish together!

What you'll discover

Eligible Associates can look forward to:

• State-of-the-art amenities at our eco-friendly Home Office. Take a tour HERE!

• One-of-a-kind, inclusive culture
• Enjoy the Best of Both with our Hybrid work model
• Health benefits that take effect your first day
• Retirement Savings Plan
• Dedicated training and on-the-job resources to enhance your development
• Three weeks' vacation with the option to buy an additional week through our Vacation Trade Program
• Tuition reimbursement to support your career progression
• Merchandise discount for yourself and eligible family members at all TJX Canada stores

• Associate and Family Assistance Program to support healthy living

What you'll do

It's safe to say, there's no shortage of variety in what we do. Here are some key accountabilities of the role:

• This position accountable for the day-to-day operations of Customer Service function across all TJX Canada stores to increase customer satisfaction and reinforce brand loyalty, reduce risk and protect brand reputation
• Supervises the day-to-day operations of the customer service function, managing the customer service team with various aspects of the function

• Monitors and evaluates customer service contacts, measurement (KPI), reporting and makes optimization recommendations as required

• Build and maintain dashboards via the CRM platform, Power BI, Excel and other tools as required

• Responsible for setting team talent plan spanning 3 to 6 months to assess and grow team members; through talent assessment, IDPs, mid and year end reviews

• Executes operational initiatives as required with other business functions, including but not limited to Store Operations, Loss Prevention, Finance, Health & Safety, General Liability Claims, Human Resources on a regularly basis

• Partner with Customer Service Manager and Brand team to identify, prevent and problem solve potential crisis and communications issues

What you'll need

To begin your career with us, we require the following:

• Minimum three (3) years of experience in customer service, high volume call centre and or retail environment with minimum one (1) year people management / supervisory experience
• Must be bilingual/fluent in both English and French, verbal, and written communication
• Post-secondary education in Business Management, Marketing or related program considered an asset

• Experienced with general liability claims work experience, familiar with Loss Prevention practices, discrimination, and harassment claims

• Working experience data science tools such as Power BI, Performance Analytics, SQL or Python

Salary Range: $73,190 - $102,410 /year

This represents the expected hiring range and may not represent the full pay range for the position. The salary offered may be higher than the posted range depending on several factors such as relevant skills, qualifications, and experience.

Posting details

• Application closing date: February 04, 2025
• Internal TJX Canada Associate to submit the completed and signed Internal Application Form along with their resume through TMS. For more information, refer to the Internal Application Form Guide located on the Thread/HR Hub. In addition, please use your personal email address when submitting your resume and Internal Application Form.

Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. By becoming a member of our TJX Canada family, you'll have the full support of a diverse, close-knit group of people across our Distributions Centres, Retail Stores (Winners, HomeSense, Marshalls) and our Office locations. Are you ready to Discover Different?

Here at TJX Canada, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals.