At a Glance
- Tasks: Lead operations and create engaging customer experiences in a luxury retail environment.
- Company: Join Canada Goose, a renowned luxury performance lifestyle brand.
- Benefits: Enjoy competitive rewards, career growth, and wellness resources.
- Other info: Be part of a diverse team that values feedback and personal growth.
- Why this job: Make a real impact on customer journeys while developing your leadership skills.
- Qualifications: 2-3 years of leadership experience and a passion for guest experience.
The predicted salary is between 30000 - 40000 £ per year.
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.
Lead, Operations employer: Job Search Place Limited
Canada Goose is an exceptional employer that prioritises employee growth and development, offering a competitive Total Rewards Program alongside career advancement opportunities. With a strong commitment to diversity and inclusion, the company fosters an engaging work culture where team members are encouraged to provide feedback and contribute to a positive customer experience. Located in a vibrant retail environment, employees benefit from a supportive atmosphere that values both personal well-being and community impact.
StudySmarter Expert Advice🤫
We think this is how you could land Lead, Operations
✨Tip Number 1
Get to know the company inside out! Research Canada Goose's values, products, and customer service approach. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role at Canada Goose. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for situational questions! Think about how you've handled challenges in previous roles, especially in leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and impress the interviewers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Lead, Operations
Some tips for your application 🫡
Show Your Leadership Skills:When you're writing your application, make sure to highlight your leadership experience. We want to see how you've led teams in the past and what strategies you've used to drive performance. Share specific examples that demonstrate your ability to coach and inspire others!
Emphasise Customer Experience:Since this role is all about creating exceptional customer journeys, don’t forget to showcase your passion for customer service. Tell us about times you’ve gone above and beyond to resolve customer issues or enhance their experience. We love a good story!
Be Data-Driven:We’re looking for someone who can analyse key performance indicators and use them to drive results. In your application, mention any experience you have with retail metrics or analytics. Show us how you’ve used data to make informed decisions in your previous roles.
Apply Through Our Website:We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values while you’re at it!
How to prepare for a job interview at Job Search Place Limited
✨Know the Brand Inside Out
Before your interview, make sure you understand Canada Goose's brand values and what sets them apart in the luxury performance lifestyle market. Familiarise yourself with their product lines and customer service philosophy, especially the concept of 'Canadian Warmth'. This will help you demonstrate your passion for the brand and how you can contribute to its success.
✨Showcase Your Leadership Skills
As a Lead in Operations, you'll need to exhibit strong leadership qualities. Prepare examples from your past experiences where you've successfully led a team, coached individuals, or improved operational processes. Be ready to discuss how you can inspire and develop your team to enhance the customer journey and achieve sales targets.
✨Be Data-Driven
Since the role involves analysing key performance indicators, come prepared to discuss how you've used data to drive business decisions in previous roles. Highlight your understanding of retail metrics and how you've applied them to improve performance. This shows that you're not just a people person but also someone who can think analytically.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer service approach. Think about potential challenges you might encounter in the role, such as resolving customer complaints or managing inventory issues, and prepare thoughtful responses that reflect your customer-centric mindset and ability to adapt.
