Client Experience Leader

HARRY ROSEN; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A luxury retail company in Metro Vancouver seeks a leader to coach and develop their store sales team. The role focuses on enhancing omni-channel client experiences, achieving sales goals, and fostering an inclusive culture. Ideal candidates have at least 3 years of retail leadership experience and a strong background in customer loyalty development across both online and in-store channels.

Qualifications

• Minimum of 3 years retail experience with leadership capacity managing a store or department.
• Experience driving customer loyalty and conversion across in-store and online channels.
• Proven ability to develop others with documented coaching and performance improvement.

Responsibilities

• Coach Clothing Advisors and Specialists to maximize personal sales productivity.
• Develop and maintain in-store and after sales service standards.
• Execute Clientele Development activities and drive omni-channel client building.
• Promote and educate advisors and clients on loyalty program features and activation.

Skills

Retail leadership experience

Customer loyalty development

Coaching and performance improvement

Business acumen in luxury retail

Job description

Summary

Lead and coach store sales team to deliver elevated omni-channel client experiences and achieve digital and in-store sales goals. Responsible for performance leadership, recruitment, training, and ensuring adherence to store standards and policies at Pacific Centre or Oakridge locations. Drive client development activities and promote loyalty programs while fostering a welcoming inclusive culture.

Responsibilities

• Coach Clothing Advisors and Specialists to maximize personal sales productivity
• Develop and maintain in-store and after sales service standards
• Execute Clientele Development activities and drive omni-channel client building
• Adopt floor leadership behaviors and promote digital sales initiatives
• Promote and educate advisors and clients on loyalty program features and activation
• Hire, train and onboard new Clothing Advisors and Specialists
• Administer training programs and complete performance assessments
• Ensure team alignment to store operational policies and loss prevention standards
• Support execution of business plans and company initiatives through team development

Requirements

• Minimum of 3 years retail experience with leadership capacity managing a store or department
• Experience driving customer loyalty and conversion across in-store and online channels
• Proven ability to develop others with documented coaching and performance improvement
• Experience within menswear categories such as sportswear, footwear, accessories, outerwear and tailored clothing
• Strong business acumen in luxury retail and ability to execute business plans
• Ability to hire, train and assess team members effectively
• Welcoming inclusive mindset and alignment with company core values