General Manager

RALPH LAUREN; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

RALPH LAUREN is seeking a General Manager for their Toronto location to lead store operations and enhance customer experiences. The GM will drive performance metrics, develop store talent, and ensure merchandising excellence while creating a culture of service within the team.

Qualifications

• Proven track record in retail management and customer experience.
• Ability to develop and mentor a diverse team.
• Strong analytical skills for managing store metrics and performance.

Responsibilities

• Ensure delivery of a unique customer experience using the 5 C's of Service Excellence.
• Coach and mentor employees to achieve optimal results.
• Manage store operations and P&L ownership effectively.

Skills

Customer Experience Excellence

People Development

Inventory Management

Job description

Company Description

Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing, and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands, and international markets. The company's brand names include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, and Chaps, among others, making it one of the world's most widely recognized families of consumer brands.

At Ralph Lauren, we aim to unite and inspire the communities within our company as well as those we serve by amplifying voices and perspectives to create a culture of belonging, inclusion, and fairness for all. We foster a culture of inclusion through Talent, Education & Communication, Employee Groups, and Celebration.

Position Overview

Ralph Lauren General Managers (GMs) act as the CEO of their store, driving desirability and topline performance. As the CEO's representative, the GM ensures every client walking through the door is treated as a VIP using the "5 C's of Service Excellence", creating the ultimate luxury shopping experience. The GM is empowered to cast and develop top talent to create the next generation of Ralph Lauren ambassadors. "Ralph Lauren GMs are 'In the business of dreams'".

Essential Duties & Responsibilities

• Customer Experience: Ensure each employee delivers the 5 C's of Service Excellence to every client: CREATE, CONNECT, CONVERT, CLOSE, and CONTINUE. Guarantee all clients are treated like VIPs by providing a unique Ralph Lauren experience. Utilize technology and applications to protect existing clients and grow the RLS client base.
• People & Development: Cast and develop store employees, creating diverse and dynamic teams. Coach and mentor employees to achieve optimal results. Build bench strength for future talent and plan succession for current staff.
• Merchandising & Presentation: Provide feedback to buyers and planners. Maintain presentation standards aligned with Ralph Lauren's image. Ensure store environments tell compelling stories of the brand.
• Store Operations & Inventory Management: Achieve store shrink goals and implement asset protection procedures. Execute strategies supporting sales, marketing, and profit objectives, including Gross Margin. Establish and uphold store processes and procedures.
• P&L Ownership: Achieve KPIs related to customer experience such as Conversion, UPT, SPH, ADT, and Customer Shop scores. Drive employee engagement through effective systems, managing metrics like internal and time-to-fill rates, engagement scores, and turnover. Manage selling expenses and payroll targets.