Retail Team Lead

Description:

What You'll Do:
 

• 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).
   

Let's Talk About You
 

• 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.
• Proficiency in another language is an asset.