How to Apply
Please bring your résumé in person to our Head Office.
Heads up: At Head Office, simply ring the bell — no appointment needed.
About La-Z-Boy
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.
Our CEMs play a key role in creating an exceptional customer experience, coaching and developing the sales team, driving store performance, and fostering a positive, collaborative culture.
If you’re a passionate leader with a customer-first mindset and a proven ability to inspire high-performing teams, we’d love to hear from you. Apply today and help us launch our newest location!
Curious what makes La-Z-Boy the world’s most recognized comfort brand?
Learn more about who we are and how we create comfort athttps://www.lifestylemeetscomfort.ca/discover-the-history-about-la-z-boy-vancouver/
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.
Job Types: Full-time, Part-time, Permanent
Pay: $65,000.00-$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
Experience:
- sales: 2 years (preferred)
- management experience in large ticket retail business: 5 years (required)
Work Location: In person
