Lead, Operations - Rideau Centre

Brobston Group; Ottawa; On-site; CAD 37,000 - 47,000; Full time

Benefits offered by this job

Total Rewards Program

Career growth opportunities

Goose Rewards & ICON Rewards

CG Gives donation matching

Job summary

Canada Goose is seeking a Lead - Experience to join our Ottawa store leadership team. You will craft engaging customer journeys, demonstrate premium service, and mentor the team to deliver best-in-class experiences on the sales floor.

You will coach selling behaviours, manage clienteling initiatives, and support talent development while upholding our brand values and a high-performance culture. The role requires flexibility for retail hours and a focus on exceeding targets.

Qualifications

• 2 to 3 years of leadership experience in a related industry.
• Previous experience working with luxury lifestyle brands in flagship or high-volume 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.

Responsibilities

• Deliver a superior customer service journey that reflects Canadian Warmth and measure KPIs.
• Coach service and selling behaviours to drive KPIs and luxury culture.
• Address customer issues and coach team on resolutions.
• Lead clienteling, fostering elevated engagement with top clients.
• Support store team talent development and ongoing education.
• Maintain an inclusive and diverse working environment.
• Lead educational initiatives and strategy execution.
• Coach team members to improve performance and growth.
• Continually coach selling and service behaviours to enhance the journey.
• Inspire a positive employee experience and drive engagement.
• Maintain an open-door environment for feedback and discourse.
• Assist in recruitment to build the talent network.
• Teach and ensure use of strategic tools (payroll, LMS, scheduling, etc.).
• Partner with cross-functional teams to maintain the store at a high level.
• Achieve or exceed sales targets and analyze KPIs to drive performance.
• Coordinate resources with store management to meet goals.

Skills

Leadership

Luxury brands

Guest relationship tools

Payroll management

Retail math

Guest experience

Analytics

Agile

Stand for long hours

Time management

Second language

Job description

Location

Rideau Centre

Address

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

Job Title

Lead, Operations

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. 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 our purpose to embolden explorers and preserve the planet they roam. 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 translates into 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 - $33.50 / hour

About the salary range

We're committed to being open and fair about pay. The range provided is intended as a guideline and does not represent a guaranteed offer. When we make an offer, we consider the responsibilities of the position, market data, and internal equity to ensure consistency across our team. Your actual offer will depend on your experience, skills, and alignment with the role.

Vacancy status: This posting represents an active vacancy for which we are currently hiring.

At Canada Goose, we believe that belonging goes beyond mere inclusion. It's about being part of a community that values, supports, and empowers you. We thrive when we can be our authentic selves. Our community is built on empathy and the understanding that every individual's experience is unique, and every voice is important. We also recognize that communities are ever evolving, and that our work is never done. At Canada Goose, belonging is more than just an ideal - it's the key to unlocking our collective potential, taking us further together.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [e-mail].