DOLLARAMA
Nicolas
Hien , Dollarama ’ s CIO , Explores the Future of Hiring in Digital Transformation
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company , Hien recalls : “ We are a growing company in Latin America and Canada , and with all the cybersecurity concerns , you need to be more and more structured , but at the same time you want to stay agile and keep moving forward .”
Technology plays a vital role in Dollarama ’ s development , with the company trying to improve customer convenience and facilitate the job of the store management team and store associates . “ For us , technology is really a tool to improve business practices and business needs ,” explains Hien . “ Over the years we ’ ve deployed technological innovations to facilitate and automate manual processes . And now if you look at AI , this is something we are really looking at to automate the back office processes ”
Company culture , customer centricity , and combatting the skills gap Company culture and customer centricity are crucial parts of Dollarama ’ s business strategy . Over the years , the organisation has built a strong team in a fast-paced environment , ensuring its family feel is retained , along with its commitment towards improving customer service .
“ We ’ re a public company , but there is a limited hierarchy – so it ’ s easy to work with people ,” he says . “ And our customers are everything . We ’ re living for the store , but we ’ re also living for the customer , and the brand awareness in Canada is huge . Every year we are working to better understand what customers want , what they like , what we ’ ve done right , what we ’ ve done wrong , and what we can improve .”
194 January 2024