Customer Experience Lead

Les avenues Vaudreuil; Vaudreuil-Dorion; On-site; CAD 42,000 - 66,000; Full time

Job summary

Laura Canada is seeking a Customer Experience Lead to guide and develop a team of Sales Associates, delivering a fashion-forward and memorable shopping experience. The role focuses on coaching, product knowledge, and using CRM tools to build a loyal clientele while supporting store initiatives and marketing directives.

The Lead will support the Store Manager, maintain visual standards, and drive key store objectives, including floor leadership, customer service, and inventory processes.

Qualifications

• Contagious passion for fashion and customer service.
• Proven leadership and passion for coaching and developing others.
• Ability to create a positive work environment where team members are motivated to learn and grow.
• Excellent communication and interpersonal skills.
• Open to feedback and implements change in a timely manner.

Responsibilities

• Observe and coach team members to maintain high customer service standards.
• Provide exemplary customer service and promote company initiatives.
• Build and maintain a personal clientele using company tools and CRM.
• Lead floor execution, manage fitting rooms, and cash desk area with strong accountability.
• Assist Store Manager in merchandising, store presentation, and marketing directives.
• Back-up to Store Manager and support inventory processes.

Job description

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.
• 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 timely manner.
• Identifies team members’ issues and communicates them to the Store Manager

3. Business Management

• Assists the Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.
• Assists the Store Manager in dressing window mannequins to showcase the store’s inventory and adheres to visual standards, including any mandatory directives that may be issued.
• Assists the Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.
• Assists the Store Manager in executing directives (e.g. receiving goods, implementing markdowns, processing transfers, Ship to Home) accurately and in a timely manner.
• Acts as a back-up to the Store Manager.
• Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.

4. Store Performance

• Contributes to achieve all key financial objectives established by Laura Canada:
• Closing ratio
• Hours

Additional Responsibilities

• Completes all assigned administrative functions with accuracy and in a timely manner.
• Follows all P.O.S. procedures as per Company direction.
• Is required to secure and protect any confidential customer and team members’ information.
• Adheres to all new and existing Company policies and procedures (i.e. Dress Code, Loss Prevention, Health & Safety and Human Resources).

Requirements

• Contagious passion for fashion and customer service
• A minimum of 1 year of experience as Sales Associate preferred
• Proven leadership and passion for coaching and developing others
• Ability to create a positive work environment where team members are motivated to learn and grow.
• Excellent communication and interpersonal skills
• Demonstrates initiative on an on-going basis.
• Embraces Company initiatives and acts as a change agent to ensure directives are met.
• Open to feedback and implements change in a timely manner.

Working Conditions and Environment

• Full-time or regular part-time status (minimum of 24 hours per week), based on business needs.
• Available to work days, nights and weekends
• Extended hours during the Christmas Season and special events (e.g. Family & Friends, Black Friday weekend)
• Participates in inventory twice per year, all training sessions and staff meetings.
• Works in a standing/walking position.
• Lifts approximately 20-30 lbs of product/boxes, when required.