Customer & Brand Experience Lead at ATLAS MACHINERY SUPPLY LTD – Vaughan, Ontario

About Atlas Tools and Machinery

Atlas Tools and Machinery is a proud,family-owned Canadian business, now in its third generation, and dedicated to delivering exceptional customer experiences since 1954. As a trusted provider of industrial supplies, we take pride in being experts in our field and offering high-quality products at competitive prices. We are dedicated to ensuring our tradespeople have the tools and service they need to help build and shape the infrastructure of our local communities.

At Atlas, we value your enthusiasm, creativity, and entrepreneurial spirit. Our culture is focused on collaboration, respect, innovation, and a shared dedication to driving success. We are committed to creating a supportive and growth-oriented workplace where you will continue to learn, grow, and build a career that is both challenging and rewarding.

Customer & Brand Experience Lead

Purpose of the Role:

• Enhance visual presentation and storytelling in the showroom

• Create customer experience centres

• Develop employees into knowledgeable brand ambassadors

• Increase employee awareness, engagement, and alignment with the customer journey

Key Responsibilities:

Visual Enhancements & Merchandising Standards

Create immersive customer experience centers

• Design in-store product demos and educational hubs that tell a compelling product story and encourage hands-on interaction, enhancing customer understanding and engagement

• Review customer feedback, sales associates’ insights, data, and sales focuses to refine the displays

• Provide recommendations, pilot, assess ,and determine effectiveness in order to determine their impact on customer experience and sales performance

Standardization of Visual Protocols

• Identify opportunities for engaging displays, high standards of visual presentation, and accurate and engaging product placement

• Develop and communicate consistency in expectations for visual merchandising, green and clean standards, raising internal awareness, and a consistent framework and expectations for visual displays, demos, and product positioning using both planogram software (when available) and brand guidelines

• Measure the effectiveness of visual displays and their impact on sales performance. Identify high-performing areas and areas that are underperforming. Use data to refine displays

Customer Experience and Selling Practices

• Translate the leadership-defined selling steps into clear, actionable behaviours that can be coached, trained, and consistently applied on the sales floor.

• Collaborate with store leaders to refine and improve desired selling behaviours.

• Deliver one-on-one and small-group sales training focused on customer engagement, product knowledge, and sales techniques

• Act as a showroom role model, consistently demonstrating best-in-class behaviours and reinforcing a culture of consistency, accountability, and service excellence.

Training:

• Deliver foundational CX & sales training to new hires and existing employees to align their skills to the showroom vision and customer expectations

• Provide coaching on specific selling behaviours such as identifying customer intent, assisting uncertain/undecided customers, increasing floor awareness, and building ATV

• Ensure that floor training (sales, visual, brand ownership, and product knowledge) is documented and shared to create a sustainable training framework and includes customer-first modelling, reinforces Core Values, and engages employees.

Model Brand Ownership

• Deeply understand the products and their application within the brand to support selling and customer engagement

• Share relevant customer insights and improvement opportunities with Marketing, Purchasing and DC, to enhance the Customer Experience

• Build employee awareness and selling confidence through ongoing coaching and support on the sales floor

• Develop confidence and a framework of increased empowerment and judgment to create tailored and personalized customer experiences

Measuring Success

• In collaboration with the team, identify and define clear KPIs to measure the effectiveness of visual merchandising, training, and customer engagement strategies

• Monitor results to identify areas for continuous improvement.

Customer & Brand Experience Lead

• Focused on HOW to increase customer engagement

• coach on selling behaviours

• Deliver and model training of a customer journey

• Model and coach on visual brand standards

• Supports and collaborates with managers.

• Focused on elevating the CX, sales effectiveness, and visual design through training and coaching

Managers as collaborators and supporters.

• Hold the team accountable

• Provides direction

• Work collaboratively, provide organizational vision, and provide feedback

• Provide autonomy but deliver accountability when necessary

• Provides input, celebrates successes.

• Focused on operations and leadership, team performance, and execution

At Atlas Tools & Machinery, we are committed to fostering an inclusive and diverse workforce. We welcome applicants from all backgrounds and are proud to be an equal opportunity employer. We support individuals with disabilities through the accommodation process during the hiring process. Please reach out to our Human Resources team or the hiring manager if you require accommodation to apply.

We thank all applicants for their interest in this opportunity, but only candidates selected for interviews will be contacted.