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Retail Leadership Specialist

2 months ago

Short Hills, New Jersey, United States Canada Goose Full time
Company Overview

Canada Goose is a distinguished lifestyle brand with a rich narrative. Our goal is to motivate and empower individuals to excel in the great outdoors. Joining Canada Goose means becoming part of a movement that values the revitalizing power of nature and is committed to preserving our planet's cold while ensuring warmth for its people. We embrace all conditions, focus on every detail, and cultivate a community that cherishes courageous living and unity in supporting impactful individuals.

Position Overview

Objective:

As an essential member of the store leadership team, the Experience Lead plays a pivotal role in creating engaging customer journeys that reinforce Canada Goose's status as a premier luxury performance lifestyle brand. Embodying **Canadian Warmth**, the Experience Lead demonstrates expertise in every recommendation and radiates warmth in each interaction, bringing the customer experience to life. This individual champions exceptional service quality and displays a passion for overseeing the retail environment. By providing real-time feedback to the team, they consistently ensure a superior customer experience. Fostering a positive and productive workplace, they strive to meet targets, advocate for the team, and contribute to a profitable business. The Experience Lead upholds Canada Goose's values and culture.

Key Responsibilities
  • Deliver and exemplify outstanding customer service reflective of Canadian Warmth to create exceptional customer experiences and monitor relevant key performance indicators (KPIs).
  • Guide, coach, and model service and sales behaviors that drive key KPIs, reflect a luxurious culture, and empower team members to represent the brand effectively.
  • Address customer concerns and mentor the team on effective resolutions.
  • Promote a culture of clienteling to ensure Brand Ambassadors engage consistently with top clients using provided tools.
  • Support an environment of talent development and continuous education for the store team.
  • Maintain an inclusive and diverse work atmosphere.
  • Lead, implement, and follow up on educational strategies and initiatives.
  • Mentor and develop team members to enhance performance and foster growth.
  • Inspire an exceptional employee experience and drive Employee Engagement.
  • Foster an open-door environment encouraging feedback and dialogue.
  • Assist the store management team in recruiting efforts to build a network of external talent.
  • Coach and ensure consistent utilization of strategic tools such as communication platforms, payroll management, queue management, learning management, virtual appointment platforms, among others.
  • Collaborate with key cross-functional teams to maintain the physical store space at the highest standards.
  • Achieve or exceed sales targets to drive overall performance.
  • Analyze key performance indicators continuously and support action plans to enhance performance.
  • Work with store management to ensure adequate resources are available to meet and surpass performance goals, including inventory and workforce.
Candidate Profile
  • 2 to 3 years of leadership experience in a related field.
  • Experience in luxury lifestyle brands in flagship or high-traffic locations.
  • Familiarity with customer relationship management tools.
  • Proficiency in retail math, metrics, and utilizing analytics for business improvements.
  • Passion for guest experiences with a keen eye for detail and driving performance through internal KPIs.
  • Ability to adapt quickly and change course as needed.
  • Strong time management and organizational skills, capable of multitasking in a fast-paced environment.
  • Proficiency in Mandarin considered an asset.
Why Choose Canada Goose?
  • Embrace a company deeply rooted in Canadian heritage.
  • Comprehensive and competitive Total Rewards Program to recognize your contributions.
  • Career growth opportunities through internal and external programs.
  • Participate in Goose Rewards & ICON Rewards for peer recognition.
  • Contribute to CG Gives with donation matching and volunteer opportunities.
  • Access resources supporting physical and mental health, embracing change, and fostering connections with colleagues.
  • Inspiring leaders and team members committed to your development and success.
We strongly believe in inclusivity and are dedicated to creating and maintaining an inclusive and equitable work environment where employees can bring their true selves to work every day. Our diverse team enriches us with varying perspectives that enable us to create exceptional products and services. Our divergent viewpoints drive our ability to innovate, dream, and embrace the world openly.

Canada Goose is an equal opportunity employer committed to providing workplace accommodations in compliance with provincial legislation.