Senior Retail Operations Leader

2 weeks ago


Raleigh, North Carolina, United States Laura Canada Full time

Company Overview
Laura Canada is a renowned and innovative family-owned retailer that features two prominent women's fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we are dedicated to designing, producing, marketing, and distributing high-quality apparel across Canada. Our workforce consists of over 2,000 committed team members, operating more than 140 locations along with two online platforms.

Core Values
Our success is attributed to the unwavering dedication of our team in delivering exceptional customer experiences while upholding our shared values of integrity, respect, teamwork, performance, and passion. At Laura Canada, we believe that a remarkable customer experience is rooted in an outstanding employee experience.

Job Responsibilities
1. Coaching and Development
- Observe and mentor team members to uphold high standards of customer service and product knowledge.
- Develop and train team members on exemplary customer service in alignment with company standards.
- Educate team members on new arrivals, product knowledge, and current fashion trends.
- Serve as a role model in addressing customers' unique needs and meeting management contribution standards.
- Conduct weekly performance assessments.

- Promote the website, store CRM, loyalty programs, and marketing initiatives to enhance customer engagement.
- Foster a vibrant, energetic, and enjoyable store atmosphere.

2. Customer Service
- Exhibit excellent leadership on the sales floor, ensuring adherence to customer service standards, fitting room management, zone coverage, and cash desk operations.
- Continuously monitor traffic trends and respond promptly.
- Build and maintain a personal clientele using Laura Canada's tools, encouraging all Sales Associates to do the same.
- Demonstrate strong styling skills by coaching on current fashion trends and understanding customers' unique needs.

3. Store Performance
- Contribute to achieving key financial objectives set by Laura Canada, including closing ratios and operational hours.

4. People Management
- Participate in recruiting top talent using all available company recruitment tools.
- Maintain a high-performing team through effective assessment skills, ongoing coaching, and performance evaluations of Sales Associates.
- Identify and address team members' issues promptly, utilizing company resources and completing necessary documentation.
- Delegate appropriate responsibilities to Sales Associates.
- Ensure the successful onboarding of new Sales Associates through comprehensive orientation, feedback, and three-month reviews.
- Understand Sales Associates' career aspirations and collaborate with management to develop necessary skills.
- Ensure compliance with all company policies and procedures, including Dress Code, Loss Prevention, Health & Safety, and Human Resources.

Qualifications
- A contagious passion for fashion and customer service.
- A minimum of 2 years of experience in a leadership role with a focus on coaching and development.
- Proficient in delegation and follow-up.
- Ability to cultivate a positive work environment that motivates team members to learn and grow.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Demonstrates initiative consistently and embraces company initiatives, acting as a change agent to ensure directives are met.
- Open to feedback and implements changes promptly.

Additional Information
We are eager to welcome individuals who possess strong leadership skills and excellent business acumen, who lead by example, and are passionate about fostering growth in others. A love for fashion and the ability to inspire and style women is essential.



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