Lead, Experience

canadagoose; Ottawa; On-site; CAD 39,000 - 45,000; Full time

Benefits offered by this job

Total Rewards Program

Goose Rewards & ICON Rewards

CG Gives donations matching

Volunteer time

Health & well-being resources

Job summary

Canada Goose is seeking a Lead - Experience at Rideau Centre in Ottawa. You will mentor the selling floor, deliver a luxury, high-touch guest journey, and drive customer loyalty through exceptional service and clienteling.

You will coach teammates, track KPIs, and collaborate with store leadership to achieve sales targets while maintaining an inclusive, energetic work environment in a fast-paced luxury retail setting.

Qualifications

• 2–3 years of leadership experience in retail.
• Experience with luxury lifestyle brands in flagship or high-traffic locations.
• Proficiency with guest relationship management tools.
• Payroll and expense management experience.
• Strong retail math and metrics knowledge.
• Analytical and detail-oriented.
• Flexible to work retail hours.
• Proficiency in another language is a plus.

Responsibilities

• Deliver superior customer service journey reflecting Canadian Warmth.
• Coach team on service and selling behaviours.
• Lead clienteling with top clients using provided tools.
• Support talent development and ongoing education for the store team.
• Maintain an inclusive and diverse working environment.
• Achieve and exceed sales targets.

Skills

Leadership experience

Luxury retail

Analytics

Guest relations

Team coaching

Tools

CRM software

Payroll systems

Retail analytics tools

Job description

Location: Rideau Centre

Address: Unit 0312 - 50 Rideau Street Ottawa, Ontario K1N 9J7 Canada

Job Title: Lead, Experience

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

Position Overview:

As a key member of the store leadership team, the Lead - Experience is responsible for creating highly engaging customer journeys, helping cement Canada Goose as a luxury performance lifestyle brand. You embody Canadian Warmth, demonstrating expertise in every recommendation and conveying warmth in each interaction, bringing the guest journey to life. You are the ultimate champion for best-in-class service and are passionate about owning the selling floor. You provide in the moment feedback to the team, always ensuring an elevated customer experience. You contribute to a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business. You are a steward of Canada Goose's values and culture.

What You’ll Do:

• Deliver and model a superior customer service journey reflective of Canadian Warmth that transforms an exceptional customer experience; track, report and measure relevant KPIs.
• Teach, coach, and demonstrate service and selling behaviours that drive relevant KPIs and reflect a luxury culture and help each team member become a highly accountable and effective brand representative.
• Address customer issues and coach team on resolutions.
• Lead culture of clienteling, ensuring Brand Ambassadors are fostering consistent, elevated engagement with top clients by leveraging provided tools.
• Support a culture of talent development and ongoing education for the store team.
• Maintain an inclusive and diverse working environment.
• Lead, execute, and follow up on all educational initiatives and strategies.
• Actively coach and develop team members to improve performance and foster growth.
• Continuously coach selling and service behaviours that drive Brand Ambassador performance and enhance the customer journey.
• Inspire and support an outstanding employee experience and drive Employee Engagement.
• Maintain an open-door environment that encourages feedback and discourse.
• Support store management team in recruitment efforts aimed at building external network of talent.
• Teach, coach, and ensure consistent use of strategic tools - communications platform, payroll management, queue management, learning management, virtual appointment platform.
• Partner with key cross functional teams to ensure the physical store space is maintained at the highest level.
• Achieve or exceed sales targets including both the top and bottom-line results.
• Continuously analyze key performance indicators and support action plans that drive performance.
• Partner with store management to ensure store has adequate resources to achieve and exceed performance goals. (e.g., inventory, labour).

Let’s Talk About You:

• 2 to 3 years of leadership experience in a related industry.
• Previous experience working with luxury lifestyle brands in Flagship or high-volume traffic locations.
• Experience in guest relationship management tools.
• Payroll and expense management.
• Solid understanding of retail math and metrics; using analytics to drive the business.
• Guest experience enthusiast, driving performance through internal KPIs.
• Analytical driver with keen attention to detail.
• Is agile and able to quickly change course as needed.
• Ability to stand for long periods of time and flexible to work retail hours (standard, peak and holiday).
• Strong time management and organizational skills, ability to multi-task in a fast-paced environment.
• Proficiency in another language is an asset.

What’s in it For You?

• A company built on Canadian roots and heritage.
• Your work is recognized with a comprehensive and competitive Total Rewards Program.
• Opportunities for career growth through numerous internal and external programs.
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards.
• Be a part of CG Gives . Donation matching and paid volunteer time to help the organizations you care about.
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues.
• Inspiring leaders and colleagues who will lift you up and help you grow.

Hourly Range: $27.50 -