Lead, Experience

Canada Goose; Birmingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Total Rewards Program

Goose Rewards & ICON Rewards

CG Gives donation matching

Health and well-being resources

Career growth programs

Job summary

Canada Goose in Birmingham is seeking a Lead, Experience to elevate the customer journey at our flagship store. You will model Canadian warmth, coach the team, and drive KPI‑focused selling and service in a luxury environment.

Collaborating with cross‑functional teams, you’ll nurture talent, manage guest relationships, and ensure resources, training, and culture are aligned to deliver exceptional employee and customer experiences.

Qualifications

• 2 to 3 years of leadership experience in a related industry.
• Bachelor’s Degree in a related field is preferred.
• Experience working with luxury lifestyle brands is an asset.
• Experience in guest relationship management tools and payroll/expense management.

Responsibilities

• 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).

Skills

Leadership

Analytical thinking

Retail math

Time management

Education

Bachelor's Degree in related field

Tools

Guest relationship management tools

Payroll management tools

Job description

Location

Bullring

Address

Unit 739 Bullring Moor St Birmingham, Herefordshire B5 4BU United Kingdom

Job Title

Lead, Experience

Canada Goose isn’t like anything else. We’ve built something great, something special - an iconic brand with an inspirational and authentic story. At the heart of it is our promise to empower true exploration of all kinds. 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:

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.


• Bachelor’s Degree in a related field is preferred


• Experience working with luxury lifestyle brands is an asset.


• Previous Flagship or high-volume traffic experience is an asset.


• 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

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]