Assistant Manager-Customer Experience Lead

Laura Canada; Calgary; On-site; CAD 42,000 - 68,000; Full time

Job summary

Laura Canada is seeking a Customer Experience Lead in Calgary to coach and develop a high-performing Sales Associate team, delivering a memorable shopping experience and driving fashion-forward service.

You will model outstanding customer service, mentor staff, foster a vibrant store atmosphere, and support the Store Manager with CRM, loyalty programs, Ship to Home, and store operations.

Qualifications

• Experience in retail leadership or supervisory role.
• Strong fashion knowledge and customer service mindset.

Responsibilities

• Observe and coach team members to maintain high customer service standards.
• Model exemplary customer service and promote Laura Canada's standards.
• Build and maintain a personal clientele using Laura Canada's tools.
• Coach on fashion trends, product knowledge and customer needs.
• Promote website, CRM, loyalty programs, marketing initiatives, and Ship to Home.
• Foster a vibrant, fun, energetic store environment.
• Maintain floor leadership, monitor zones, and ensure accountability.

Job description

Customer Experience Lead

Reports to: Store Manager Department: Operations

Role Summary

As a role model, the Laura Canada Customer Experience Lead possesses a contagious passion for fashion and customer service. Motivates, coaches and develops a winning team of Sales Associates that provides a unique and memorable shopping experience to every customer. Has strong fashion and floor awareness and is knowledgeable about our product. Contributes to achieve all key financial objectives established by Laura Canada. Assists the Store Manager in fostering a vibrant, fun, energetic and enjoyable store environment. Acts as a back-up to the Store Manager.

Critical Functions

1. Customer Service

• Observes and coaches team members’ behaviours to maintain high standards of customer service and product knowledge.
• Acts as a role model by providing exemplary customer service using Laura Canada’s customer service standards.
• Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
• Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs as well as ensuring team members are always up to date on new arrivals, product knowledge, and current fashion trends.
• Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and Ship to Home.
• Fosters a vibrant, fun, energetic and enjoyable store environment.

Floor Leadership

• Demonstrates excellent floor leadership and has exceptional control of the sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.
• Continually monitors traffic trends and reacts in a tim...