Lead, Experience

Location: London

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

Job Title: Lead, Experience

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.

• Guide and ensure consistent use of strategic tools and resources such as the communications platform, automated scheduling tool, payroll management, queue management, mobile devices, and virtual appointment platform.
• Create schedules that prioritize the customer journey, improve productivity, and manage labour spend.
• Maintain back of house standards to keep product easily accessible.
• Champion loss prevention strategies in partnership with the Store Manager to reduce loss and increase profitability.
• Partner with cross functional teams to maintain the store space at the highest level.
• Manage inventory and ordering of retail/office supplies and employee uniforms.
• Assist with store opening and closing procedures to ensure compliance with operating procedures.
• Coordinate communication with key clients regarding upcoming events, product launches, and appointments.
• Assist in resolving guest issues by investigating opportunities and developing solutions.
• Support integration and optimisation between the sales floor and back of house for a flawless guest journey.
• Track and coordinate post purchase services, including warranty, returns, and exchanges, to ensure timely completion.
• Achieve or exceed sales targets, including top line and bottom line results.
• Collect and report key performance data and support action plans that drive performance.
• Partner with store management to ensure adequate resources for achieving and exceeding performance goals (inventory, labour).
• Foster a culture of talent development, ongoing education, and an inclusive, diverse working environment.
• Maintain an open door environment that encourages feedback and discourse.
• Support recruitment efforts to build an external network of talent.

• 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, payroll, and expense management.
• Solid understanding of retail math and metrics with the ability to analyse KPIs to drive business performance.
• Guest experience enthusiast with keen attention to detail.
• Agile and able to change course quickly as needed.
• Strong time management and organisational skills with the ability to multi task in a fast paced environment.
• Proficiency in another language is an asset.

• Company built on Canadian roots and heritage.
• Comprehensive and competitive Total Rewards Program.
• Opportunities for career growth through internal and external programs.
• Recognition by peers through Goose Rewards and ICON Rewards.
• Participation in CG Gives - donation matching and paid volunteer time.
• Access to tools and resources for physical and mental health.
• Inspirational leaders and a supportive culture that encourages growth.

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.