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Retail Team Lead
2 months ago
As a key member of the store leadership team, the Retail Team 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.
Key Responsibilities- 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.
- 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.
- Mandarin speaking is an asset.
Canada Goose is an iconic lifestyle brand with an inspirational and authentic story. We've built something great, something special - a brand that inspires and enables 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.
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 every day. 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.
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