Luxury Retail Experience Lead & Talent Coach

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

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.