You lead customer service initiatives and team development, ensuring a luxury experience for clients while fostering a supportive and inclusive work environment. Your role includes coaching, performance analysis, and meeting sales targets.
Anforderungen
- •2 to 3 years of leadership experience
- •Bachelor’s Degree in a related field preferred
- •Experience with luxury lifestyle brands is an asset
- •Previous flagship or high-volume traffic experience is an asset
- •Experience in guest relationship management tools
- •Payroll and expense management
- •Solid understanding of retail math and metrics
- •Guest experience enthusiast driving performance
- •Analytical driver with keen attention to detail
- •Agile and able to change course quickly
- •Ability to stand for long periods
- •Strong time management and organizational skills
- •Proficiency in another language is an asset
Deine Aufgaben
- •Deliver exceptional customer service experiences.
- •Track and report relevant KPIs.
- •Teach and coach service and selling behaviors.
- •Address customer issues and coach team on resolutions.
- •Lead clienteling culture with Brand Ambassadors.
- •Support talent development and ongoing education.
- •Maintain an inclusive and diverse work environment.
- •Execute and follow up on educational initiatives.
- •Actively coach team members for performance improvement.
- •Inspire and support employee engagement.
- •Maintain an open-door environment for feedback.
- •Assist in recruitment efforts for external talent.
- •Ensure consistent use of strategic tools.
- •Partner with teams to maintain store space.
- •Achieve or exceed sales targets.
- •Analyze KPIs and support performance action plans.
- •Ensure adequate resources for performance goals.
Deine Vorteile
Canadian roots and heritage
Comprehensive Total Rewards Program
Career growth opportunities
Peer recognition programs
Donation matching and volunteer time
Support for physical and mental health
Original Beschreibung
# Lead, Experience
**Zurich, CHE** | **Full time**
Location:
Zurich
Address:
Zurich, Zurich 8001 Switzerland
Job Title:
Lead, Experience
Position Overview:
**Key Responsibilities:**
**Cu****stomer Journey:**
* Deliver and model a superior customer service journey reflective of Canadian Warmth that translates into an exceptional customer experience; track, report and measure relevant KPIs.
* Teach, coach, and demonstrate service and selling behaviours that drive relevant KPIs and reflect a luxury culture and help each team member become a highly accountable and effective brand representative.
* Address customer issues and coach team on resolutions.
* Lead culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.
**Talent Development & Engagement:**
* Support a culture of talent development and ongoing education for the store team.
* Maintain an inclusive and diverse working environment.
* Lead, execute, and follow up on all educational initiatives and strategies.
* Actively coach and develop team members to improve performance and foster growth.
* Continuously coach selling and service behaviours that drive Brand Ambassador performance and enhance the customer journey.
* Inspire and support an outstanding employee experience and drive Employee Engagement.
* Maintain an open-door environment that encourages feedback and discourse.
* Support store management team in recruitment efforts aimed at building external network of talent.
**Operational Excellence:**
* Teach, coach, and ensure consistent use of strategic tools – communications platform, payroll management, queue management, learning management, virtual appointment platform.
* Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.
**St****ore Financial Performance:**
* 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 store has adequate resources to achieve and exceed performance goals. (e.g., inventory, labour).
**Experience, Education and Designations:**
* 2 to 3 years of leadership experience in a related industry.
* Bachelor’s Degree in a related field is preferred
* Experience working with luxury lifestyle brands is an asset.
* Previous Flagship or high-volume traffic experience is an asset.
* Experience in guest relationship management tools.
* Payroll and expense management.
**Knowledge, Skills and Attributes:**
* Solid understanding of retail math and metrics; using analytics to drive the business.
* Guest experience enthusiast, driving performance through internal KPIs.
* Analytical driver with keen attention to detail.
* Is agile and able to quickly change course as needed.
* Ability to stand for long periods of time and flexible to work retail hours (standard, peak and holiday).
* Strong time management and organizational skills, ability to multi-task in a fast-paced environment.
* Proficiency in another language is an asset.
**Working Conditions:**
* **Environment:** This position is based in a Canada Goose Store in either a prominent high-street (Stand Alone) or a Premium Shopping Centre (Mall) environment. These stores vary in size and traffic and could be newly built or renovated. The expectation is that the Lead of Experience is leading on the floor.
* **Hours:** This position is a critical leader as they are responsible for customer and employee experience. This position will be required to be available based on the needs of the business. Weekends are a key part of our business, and most weekends will require the Leader of Experience’s presence.
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 everyday. 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.
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.