Experience Lead, Customer Journey Expert
10 hours ago
As a key member of our store leadership team, you will be responsible for creating highly engaging customer journeys and cementing 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.
Responsibilities- Create Exceptional Customer Experiences: 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).
- Lead and Develop Your Team: 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.
- Customer Issues and Coaching: 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 and Education: Support a culture of talent development and ongoing education for the store team.
- Inclusive Working Environment: Maintain an inclusive and diverse working environment.
To succeed in this role, you will need:
- 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.
- 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.
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.
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.
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