Description
At RONA, our employees let their passion blossom every day. Our teams are driven by the desire to help people bring their projects to life and are committed to making a difference in the communities we serve.
We operate or service corporate and affiliated dealer stores. With a distinctive product and service offering and complementary store formats ranging from neighbourhood hardware stores to big box stores, our RONA+, RONA and Dick’s Lumber banners are well equipped to help meet the needs of all DIYers and contractors.
You’ve got the talent? We’ve got the tools! Here, your work and ideas will contribute to building a flourishing organization. Your voice will always be heard and valued. You’ll find career opportunities that live up to your ambitions and be able to further develop your unique set of skills.
So, if you’re looking to do what you love, we could be a perfect match.
Why this role matters
At RONA, delivering a simple, confident, and friction‑free shopping experience is at the heart of our Customer First culture. As Program Manager, Customer Experience (CX), you will play a key role in bringing CX strategy to life in our stores, ensuring that programs are practical, adopted, and impactful for both customers and store teams.
This is a high‑impact, influence‑based role where success comes from strong execution, collaboration, and the ability to translate strategy into action - not from direct authority.
What you will do
You will be responsible for driving customer experience execution across RONA stores, with a strong focus on DIY, PRO and omni‑channel journeys.
Specifically, you will:
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Translate CX, marketing, pricing, and service strategies into clear, executable store programs
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Lead the rollout of cross‑functional initiatives (digital tools, loyalty programs, service models) from pilot to full adoption
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Remove friction and low‑value activities that limit customer engagement and selling time
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Ensure stores are operationally ready to deliver great experiences (self‑checkout, signage, stock locator, omni‑channel alignment)
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Partner closely with Operations, IT, Marketing, Analytics, L&D, vendors, and field leaders
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Use customer insights and performance data to build data‑driven action plans
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Support stores and corporate teams with customer issue resolution and escalation oversight
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Champion a Customer First mindset and consistent service behaviors across the network
How you lead
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You lead through influence, not hierarchy
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You simplify complexity and turn strategy into practical solutions
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You balance customer needs, operational realities, and performance outcomes
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You are equally comfortable in stores, in cross‑functional forums, and in data reviews
What success looks like
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CX programs are understood, adopted, and sustained in stores
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Customer friction is reduced and confidence is increased
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Store teams are enabled, not overloaded
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Measurable improvement across CX and productivity KPIs
Key metrics include:
NPS, Voice of Customer (VoC), Average Basket, Attachment Rate, Cashier & Sales Productivity, Selling Hours, Web SLA, Call Center KPIs
What you bring:
Required
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Experience in program management, retail operations, or customer experience execution
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Strong ability to influence and align cross‑functional partners
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Excellent communication, facilitation, and change‑management skills
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Comfort using data and KPIs to drive decisions
Preferred
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Omni‑channel retail experience (in‑store + digital)
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Experience with VoC / NPS programs
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Project or program management certification (e.g., PMP)
By joining the RONA family, you’ll enjoy many benefits, such as:
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A childcare centre that can accommodate up to 78 children
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A cafeteria with a delicious menu prepared by a dedicated chef, healthy options, as well as FARO Roasting Houses and Tim Hortons coffee stations
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Electric car charging stations
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A fitness centre, sports activities, and showers
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Exclusive employee discounts, plus a 10% discount on store merchandise (at all RONA locations)
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Benefits: retirement savings plan, annual bonuses, student incentive program, etc.
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Career growth opportunities within the company
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An inclusive and safe working environment
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Promotion of work-life balance
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An employer that’s involved in the community
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And much more!
If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.
RONA is committed to encouraging diversity and inclusion. We are pleased to consider applications from all qualified candidates, regardless of race, colour, religion, sexual orientation, gender, nationality, age, disability, or any other protected status.
