Deliver and model a superior customer service journey reflective of Canadian Warmth that translates into an exceptional customer experience; track, report and measure relevant KPIs.
Teach, coach, and demonstrate service and selling behaviours that drive relevant KPIs and reflect a luxury culture and help each team member become a highly accountable and effective brand representative.
Address customer issues and coach team on resolutions.
Lead culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.
Support a culture of talent development and ongoing education for the 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 selling and service behaviours that drive Brand Ambassador performance and enhance the customer journey.
Inspire and support an outstanding employee experience and drive Employee Engagement.
Maintain an open-door environment that encourages feedback and discourse.
Support store management team in recruitment efforts aimed at building external network of talent.
Teach, coach, and ensure consistent use of strategic tools – communications platform, payroll management, queue management, learning management, virtual appointment platform.
Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.
Achieve or exceed sales targets including both the top and bottom-line results.
Continuously analyze key performance indicators and support action plans that drive performance.
Partner with store management to ensure store has adequate resources to achieve and exceed performance goals. (e.g., inventory, labour).
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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.
Solid understanding of retail math and metrics; using 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.