Experience Lead: Luxury Retail & Guest Journeys in City of Westminster

Location: London

Retail Address: 244 Regent St London, London, City of W1B 3BR United Kingdom

Canada Goose isn't like anything else. We've built something great, something special - an iconic brand with an inspirational and authentic story. At the heart of it is our promise to empower true exploration of all kinds. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by our purpose to embolden explorers and preserve the planet they roam. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Position Overview:

As a key member of the store leadership team, the Sales and Service Coordinator is responsible for supporting highly engaging customer journeys, helping cement 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 achieving excellence in support of all standard operating procedures. You provide administrative assistance to store leadership that enables a customer first culture. You contribute to a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business. You are steward of Canada Goose’s values and culture.

What You’ll Do:

• Guide and ensure consistent use of strategic tools and resources including communications platform, automated scheduling tool, payroll management, queue management, mobile devices, virtual appointment platform etc.
• Create schedules that prioritize the customer journey, improves productivity, and manages labour spend.
• Maintain back of house standards ensuring product is easily accessible.
• Champion loss prevention strategies in partnership with the Store Manager, aiming to reduce loss and increase profitability.
• Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.
• Manage inventory and ordering of retail/office supplies and employee uniforms.
• Assist with store opening and closing procedures ensuring compliance to all operating procedures.
• Coordinate communication with top clients regarding upcoming events, product launches and appointments.
• Assist in the resolution of guest issues through a customer-centric lens by investigating opportunities and developing solutions.
• Support the integration and optimization between the sales floor and back of house to ensure a flawless guest journey.
• Track and coordinate post-purchase services to ensure timely completion, including warranty, returns and exchanges.
• Achieve or exceed sales targets including both the top-and bottom-line results.
• Collect and report on key performance data and support action plans that drive performance.
• Partner with store management to ensure the store has adequate resources to achieve and exceed performance goals (i.e., inventory, labour).
• Foster a culture of talent development and ongoing education for the entire store team.
• Promote an inclusive and diverse working environment while maintaining an outstanding employee experience and driving employee engagement.
• Maintain an open-door environment that encourages feedback and discourse.
• Support the store management team in recruitment efforts focused on building an external network of talent.

Let's Talk About You:

• 2-3 years of proven experience in a related industry.
• Previous experience working with luxury lifestyle brands in Flagship or high-volume traffic locations.
• Experience with retail management tools and payroll and expense management.
• Solid understanding of retail math and metrics with the ability to analyze KPIs to drive performance of the business.
• Guest experience enthusiast with a keen attention to detail.
• Is 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.
• Proficiency in another language is an asset.

What’s in it For You?

• A company built on Canadian roots and heritage.
• Your work is recognized with a comprehensive and competitive Total Rewards Program.
• Opportunities for career growth through numerous internal and external programs.
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards.
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about.
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
• Inspiring leaders and colleagues who will lift you up and help you grow.

At Canada Goose, we believe that belonging goes beyond mere inclusion. It’s about being part of a community that values, supports, and empowers you. We thrive when we can be our authentic selves. Our community is built on empathy and the understanding that every individual’s experience is unique, and every voice is important. We also recognize that communities are ever evolving, and that our work is never done. At Canada Goose, belonging is more than just an ideal—it’s the key to unlocking our collective potential, taking us further together.

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: HR@canadagoose.com.