Customer Experience Lead - Key Holder

Melanie Lyne; Alberta; On-site; CAD 35,000 - 45,000; Full time

Job summary

A leading retailer in women's fashion is seeking a passionate Sales Associate to deliver exceptional customer service and support store operations. You will coach team members, maintain high standards, and contribute to achieving financial goals in a vibrant store environment.

Qualifications

• At least 1 year of experience as a Sales Associate preferred.
• Proven leadership and coaching skills.

Responsibilities

• Observe and coach team members’ behaviors to uphold high standards.
• Support Store Manager in maintaining visual presentation and merchandising.
• Contribute to achieving key financial objectives.

Skills

Leadership

Customer Service

Communication

Interpersonal Skills

Initiative

Education

Sales Associate Experience

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 driven by our team's unwavering commitment to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is rooted in providing an exceptional employee experience.

Job Description

1. Customer Service
   • Observe and coach team members’ behaviors to uphold high standards of customer service and product knowledge.
   • Serve as a role model by delivering exemplary customer service aligned with Laura Canada’s standards.
   • Build and maintain a personal clientele using Laura Canada’s tools, encouraging team members to do the same.
   • Demonstrate strong wardrobing skills by coaching on current fashion trends, products, 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.
   • Provide excellent floor leadership, maintaining control over customer service standards, fitting rooms, zone coverage, and cash desk areas, while monitoring segment results.
   • Monitor traffic trends and react promptly.
   • Identify team issues and communicate them to the Store Manager.
2. Business Management
   • Support the Store Manager in maintaining visual presentation, merchandising, and housekeeping standards.
   • Assist in dressing window mannequins and adhere to visual directives.
   • Support the execution of marketing initiatives with urgency.
   • Help implement directives such as receiving goods, markdowns, transfers, direct ship, and special orders accurately and promptly.
   • Act as a backup for the Store Manager.
   • Provide feedback on quality issues, missed opportunities, and inventory mix.
3. Store Performance
   • Contribute to achieving key financial objectives such as closing ratio and hours.
4. Qualifications
   • Passion for fashion and customer service.
   • At least 1 year of experience as a Sales Associate preferred.
   • Proven leadership and coaching skills.
   • Ability to foster a positive, motivating work environment.
   • Excellent communication and interpersonal skills.
   • Initiative and proactive attitude.
   • Embrace company initiatives and act as a change agent.
   • Open to feedback and adaptable to change.