Lead, Operations

Position Overview

As a key member of the store leadership team, the Lead - Operations is responsible for creating highly engaging customer journeys, helping cement Canada Goose as a luxury performance lifestyle brand.

Responsibilities

• Lead, coach, and execute on all standard operating procedures (e.g., stockroom standards, cleanliness standards, opening and closing procedures).
• Lead, coach, and ensure consistent use of strategic tools - communications platform, automated scheduling tool, payroll management, queue management, mobile devices, and virtual appointment platform.
• Maintain back of house standards to ensure product is easily accessible.
• Support inventory needs and merchandise flow to ensure product availability.
• Champion loss prevention strategies in partnership with the Assistant Store Manager to reduce loss and increase profitability.
• Partner with key cross functional teams to maintain the highest level of store space and visual appearance.
• Deliver and model a superior customer service journey reflecting 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.
• Ensure execution and maintenance of exceptional visual merchandising that is reflective of brand standards.
• Resolve customer issues through a customer centric lens, investigate opportunities, develop solutions, and coach the team on future resolution.
• Support the integration and optimization between the sales floor and back of house to ensure a seamless customer journey.
• Achieve or exceed sales targets, including 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.
• Support a culture of talent development and ongoing education for the entire 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 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.
• Support store management in recruitment efforts aimed at building an external network of talent.

Qualifications

• 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 experience.
• Solid understanding of retail math and metrics; 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.

Benefits

• Competitive Total Rewards Program (compensation, benefits, and recognition).
• Career growth opportunities through internal and external programs.
• Recognition through Goose Rewards and ICON Rewards.
• Volunteering and community impact through CG Gives and donation matching.
• Resources for physical and mental well being.
• Diversity & inclusion initiatives and an inclusive workforce.

Equal Opportunity

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.