Job Description
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:
1. Deliver a superior customer service journey reflective of Canadian Warmth that translates into an exceptional Net Promoter Score (NPS)
2. 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
3. Plan execution and coach exceptional visual merchandising that is reflective of a luxury lifestyle brand
4. Resolve customer issues through a customer centric lens by investigating opportunities, developing solutions, and coaching team on resolution of similar challenges in the future
5. Lead the sales floor experience during the most crucial business times, exhibiting best in class leadership
Talent Development & Engagement:
6. Create a culture of talent development and ongoing education for the entire store team
7. Foster an inclusive and diverse working environment
8. Lead, execute, and follow up on all educational initiatives and strategies
9. Actively coach and develop direct reports to improve performance and foster growth
10. Continuously coach selling behaviours that drive Brand Ambassador performance and enhance the customer journey
11. Inspire and maintain an outstanding employee experience and drive Employee Engagement
12. Maintain an open-door environment that encourages feedback and discourse
13. Consistently recruit to build an external network of talent
Operational Excellence:
14. Execute schedules that prioritize the customer journey, maximizes productivity, and manages labour spends
15. Teach, coach, and execute all Canada Goose operational standards with excellence. (, stockroom organization, cleanliness standards, opening and closing procedures, etc.)
16. Teach, coach, and ensure consistent use of strategic tools – communications platform, automated scheduling tool, payroll management, queue management, learning management, virtual appointment platform
17. Partner with key cross functional teams to ensure the physical store space is maintained at the highest level
Store Financial Performance:
18. Achieve or exceed sales targets including both the top and bottom-line results
19. Continuously analyze key performance indicators and leverage insights to create and execute action plans that drive performance
20. Partner with the Store Manager to ensure store has adequate resources to achieve and exceed performance goals ( inventory, labour, etc.)
Let's Talk About You:
21. 2 to 3 years of leadership experience in a related industry
22. Experience working with luxury lifestyle brands is an asset
23. Previous Flagship or high-volume traffic experience is an asset
24. Experience in guest relationship management tools
25. Payroll and expense management
26. Scheduling and Payroll management
27. Solid understanding of retail math and using analytics in a business environment
28. Guest experience enthusiastic- driving performance through internal KPI’s
29. Analytical driver with keen attention to detail
30. Ability to stand for long periods of time and flexible to work retail hours (standard, peak and holiday)
31. Strong time management and organizational skills, ability to multi-task in a fast-paced environment
32. Solid knowledge and understanding of retail metrics
33. Excellent communication and interpersonal skills
34. Consistently exhibits Canada Goose’s Values, taking pride in being innovative, authentic, passionate, relentless, and entrepreneurial
35. Intermediate skills in Microsoft Office; specifically, Word and Excel
36. Fluent in English language both written and oral. Proficiency in local language (store location specific) is highly desired
Additional Information
What’s in it For You?
37. A company built on Canadian roots and heritage
38. Your work is recognized with a comprehensive and competitive Total Rewards Program
39. Opportunities for career growth through numerous internal and external programs
40. Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
41. Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
42. Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
43. 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 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.
There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at