Customer Experience Lead - Key Holder

Laura Canada; Alberta; On-site; CAD 35,000 - 55,000; Full time

Job summary

Ein ikonisches und innovatives Familienunternehmen sucht leidenschaftliche Verkaufsmitarbeiter, die sich für Mode und Kundenservice begeistern. In dieser Rolle haben Sie die Möglichkeit, ein positives Einkaufserlebnis zu schaffen, indem Sie Ihr Team motivieren und anleiten. Sie werden auch aktiv an der Umsetzung von Marketinginitiativen und der Gewährleistung von hohen Servicestandards beteiligt sein. Wenn Sie eine Leidenschaft für Mode und den Wunsch haben, in einem dynamischen Umfeld zu arbeiten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 1 Jahr Erfahrung im Kundenservice oder Einzelhandel.
• Fähigkeit, ein positives Arbeitsumfeld zu schaffen.

Responsibilities

• Beobachtung und Coaching der Teammitglieder zur Aufrechterhaltung hoher Standards.
• Unterstützung des Store Managers bei der visuellen Präsentation und dem Merchandising.

Skills

Kundenservice

Führungsfähigkeiten

Kommunikationsfähigkeiten

Initiative

Education

Erfahrung als Verkaufsmitarbeiter

Job description

Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market, and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two online stores. Our success is attributed to our team's unwavering commitment to delivering outstanding customer experiences, embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to providing an outstanding employee experience.

Job Description

1. Customer Service

• Observe and coach team members’ behaviors to maintain high standards of customer service and product knowledge.
• Act as a role model by providing exemplary customer service following Laura Canada’s standards.
• Build and maintain a personal clientele using Laura Canada’s tools, encouraging team members to do the same.
• Share knowledge on current fashion trends, product details, and customer needs, ensuring team members stay updated on new arrivals and trends.
• Conduct weekly SPA sessions.
• Promote the website, store CRM, loyalty programs, marketing initiatives, and direct ship options.
• Create a vibrant, fun, energetic, and enjoyable store environment.
• Exhibit excellent floor leadership, maintaining control over customer service standards, fitting rooms, zone coverage, and cash desk area, while monitoring segment results.
• Monitor traffic trends and react promptly.
• Identify team members’ issues and communicate them to the Store Manager.

2. Business Management

• Assist the Store Manager in maintaining visual presentation, merchandising, and housekeeping standards.
• Help dress window mannequins to showcase inventory, adhering to visual standards and directives.
• Support the execution of marketing directives with urgency.
• Help implement directives such as receiving goods, markdowns, transfers, direct ship, and special orders accurately and timely.
• Act as a backup to the Store Manager when needed.
• Provide feedback on quality issues, missed opportunities, and inventory mix.

3. Store Performance

Contribute to achieving key financial objectives such as:

• Closing ratio
• Hours

Qualifications

• Passion for fashion and customer service that is contagious
• At least 1 year of experience as a Sales Associate preferred
• Proven leadership skills and passion for coaching and developing others
• Ability to create a positive work environment motivating team members to learn and grow
• Excellent communication and interpersonal skills
• Demonstrates ongoing initiative
• Embraces company initiatives and acts as a change agent to meet directives
• Open to feedback and implements changes promptly