Job Purpose:

The Team Leader is responsible for creating highly engaging customer journeys.  Canadian Warmth “Expertise in any recommendation, warmth in every interaction” is how Canada Goose brings those journeys to life. Ultimately, they are responsible for the quantitative and qualitative Key Performance Indicators (KPI’s) of the store. They assist in leading the store’s Brand Ambassador team and are accountable for store performance in all areas – Customer Journey, Talent Development and Engagement, Operational Excellence, and Store Financial Performance. They drive highly engaging customer journey’s that embody Canadian Warmth. They assist in leading and create a culture of talent development and education. They direct operational excellence with a customer centric mindset. They ensure that their respective location achieves its financial targets (revenue and profit). They are stewards of Canada Goose’s values and culture.

What You'll Do:

Customer Journey:

• Deliver a superior customer service journey reflective of Canadian Warmth that translates into an exceptional Net Promoter Score (NPS)
• Teach, coach, and demonstrate sales floor leadership and selling behaviours that drive Conversion and Units per Transaction (UPT) by actively introducing new, underperforming, and strategic categories
• Plan execution and coach exceptional visual merchandising that is reflective of a luxury lifestyle brand
• Resolve customer issues through a customer centric lens by investigating opportunities, developing solutions, and coaching team on resolution of similar challenges in the future
• Lead the sales floor experience during the most crucial business times, exhibiting best in class leadership

Talent Development & Engagement:

• Create a culture of talent development and ongoing education for the entire store team
• Foster an inclusive and diverse working environment
• Lead, execute, and follow up on all educational initiatives and strategies
• Actively coach and develop direct reports to improve performance and foster growth
• Continuously coach selling behaviours that drive Brand Ambassador performance and enhance the customer journey
• Inspire and maintain an outstanding employee experience and drive Employee Engagement
• Maintain an open-door environment that encourages feedback and discourse
• Consistently recruit to build an external network of talent

Operational Excellence:

• Create and execute schedules that prioritize the customer journey, maximizes productivity, and manages labour spends
• Teach, coach, and execute all Canada Goose operational standards with excellence. (i.e., stockroom organization, cleanliness standards, opening and closing procedures, etc.)
• Teach, coach, and ensure consistent use of strategic tools – communications platform, automated scheduling tool, payroll management, queue management, learning management, virtual appointment platform
• Analyze and proactively react to inventory needs and merchandise flow to ensure product availability
• Lead loss prevention with a teaching mindset that minimizes loss and increases safety
• Partner with key cross functional teams to ensure the physical store space is maintained at the highest level

Store Financial Performance:

• Achieve or exceed sales targets including both the top and bottom-line results
• Continuously analyze key performance indicators and leverage insights to create and execute action plans that drive performance
• Partner with the Store Manager to ensure store has adequate resources to achieve and exceed performance goals (i.e. inventory, labour, etc.)

Let's Talk About You:

• 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
• Scheduling and Payroll management
• Solid understanding of retail math and using analytics in a business environment
• Guest experience enthusiastic- driving performance through internal KPI’s
• Analytical driver with keen attention to detail
• 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
• Solid knowledge and understanding of retail metrics
• Excellent communication and interpersonal skills
• Consistently exhibits Canada Goose’s Values, taking pride in being innovative, authentic, passionate, relentless, and entrepreneurial
• Intermediate skills in Microsoft Office; specifically, Word and Excel
• Fluent in English language both written and oral. Proficiency in local language (store location specific) is highly desired