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Luxury Brand Ambassador

2 months ago

Short Hills, New Jersey, United States Canada Goose Full time
Job Description

Job Title: Retail Team Lead - Customer Experience Champion

Job Summary:

We are seeking a highly skilled and experienced Retail Team Lead to join our team at Canada Goose. As a key member of our store leadership team, you will be responsible for creating highly engaging customer journeys and helping to cement Canada Goose as a luxury performance lifestyle brand.

Key Responsibilities:

  • Customer Experience: 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).
  • Leadership and Development: Guide, coach, and demonstrate service and selling behaviors that drive relevant KPIs, reflect a luxury culture, and help each team member become a highly accountable and effective brand representative.
  • Issue Resolution: Address customer issues and coach the team on resolutions.
  • Culture of Clienteling: Lead a culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.
  • Talent Development: Support a culture of talent development and ongoing education for the store team.
  • Inclusive Environment: Maintain an inclusive and diverse working environment.
  • Education and Training: Lead, implement, and follow up on all educational initiatives and strategies.
  • Mentorship and Development: Actively mentor and develop team members to improve performance and cultivate growth.
  • Employee Experience: Inspire and support an outstanding employee experience and drive Employee Engagement.
  • Open-Door Policy: Maintain an open-door environment that encourages feedback and discourse.
  • Recruitment: Support the store management team in recruitment efforts aimed at building an external network of talent.
  • Strategic Tools: Coach and ensure consistent use of strategic tools, including communications platform, payroll management, queue management, learning management, virtual appointment platform, etc.
  • Store Maintenance: Partner with key cross-functional teams to ensure the physical store space is maintained at the highest level.
  • Performance Goals: Achieve or exceed sales targets, including both the top and bottom-line results.
  • Performance Analysis: Continuously analyze key performance indicators and support action plans that drive performance.
  • Resource Allocation: Partner with store management to ensure the store has adequate resources to achieve and exceed performance goals, including inventory and labor.

Requirements:

  • Leadership Experience: 2 to 3 years of leadership experience in a related industry.
  • Luxury Brand Experience: Experience working with luxury lifestyle brands in Flagship or high-volume traffic locations.
  • Customer Relationship Management: Experience using customer relationship management tools.
  • Retail Math and Metrics: Solid understanding of retail math and metrics and using analytics to drive the business.
  • Guest Experience Enthusiast: Guest experience enthusiast with a keen attention to detail, driving performance through internal KPIs.
  • Agility: Is agile and able to quickly change course as needed.
  • Time Management: Strong time management and organizational skills with the ability to multi-task in a fast-paced environment.
  • Mandarin Language: Mandarin speaking is an asset.

What's in it for You?

  • Canadian Heritage: A company built on Canadian roots and heritage.
  • Total Rewards Program: Your work is recognized with a comprehensive and competitive Total Rewards Program.
  • Career Growth: Opportunities for career growth through numerous internal and external programs.
  • Goose Rewards and ICON Rewards: Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards.
  • CG Gives: Be a part of CG Gives, donation matching and paid volunteer time to help the organizations you care about.
  • Physical and Mental Health: Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
  • Inclusive Environment: 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 every day.