Team Lead, Experience

Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Job Description

Job Purpose:

As a key member of the store leadership team, the Lead - Experience is responsible for creating highly engaging customer journeys, helping cement Canada Goose as a luxury performance lifestyle brand. You embody Canadian Warmth, demonstrating expertise in every recommendation and conveying warmth in each interaction, bringing the guest journey to life. You are the ultimate champion for best-in-class service and are passionate about leading the selling floor. You provide in the moment feedback to the team, always ensuring an elevated customer experience. You promote a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business. You are a steward of Canada Goose’s values and culture.

What You'll Do:

• Deliver and model a superior customer service journey reflective of Canadian Warmth resulting in exceptional customer experiences; track, report and measure relevant key performance indicators (KPIs).
• Guide, coach, and demonstrate service and selling behaviours that drive relevant KPIs, reflect a luxury culture and help each team member become a highly accountable and effective brand representative.
• Address customer issues and coach the team on resolutions.
• Lead a culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.
• Support a culture of talent development and ongoing education for the store team.
• Maintain an inclusive and diverse working environment.
• Lead, implement, and follow up on all educational initiatives and strategies.
• Actively mentor and develop team members to improve performance and cultivate growth.
• Inspire and support an outstanding employee experience and drive Employee Engagement.
• Maintain an open-door environment that encourages feedback and discourse.
• Support the store management team in recruitment efforts aimed at building an external network of talent.
• Coach, and ensure consistent use of strategic tools including communications platform, payroll management, queue management, learning management, virtual appointment platform etc.
• Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.
• Achieve or exceed sales targets including both the top and bottom-line results.
• Continuously analyze key performance indicators and support action plans that drive performance.
• Partner with store management to ensure the store has adequate resources to achieve and exceed performance goals i.e., inventory and labour.

Let’s Talk About You:

• 2 to 3 years of leadership experience in a related industry.
• Experience working with luxury lifestyle brands in Flagship or high-volume traffic locations
• Experience using customer relationship management tools,
• Solid understanding of retail math and metrics and using analytics to drive the business.
• Guest experience enthusiast with a keen attention to detail, driving performance through internal KPIs.
• Is agile and able to quickly change course as needed.
• Strong time management and organizational skills with the ability to multi-task in a fast-paced environment.
• Ability to stand for long periods of time and flexible to work retail hours including evenings, weekends, and holidays.
• Proficiency in another language is an asset

Additional Information

What’s in it For You?

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [email protected].