Lead, Guest Experience (Luxury Retail)

Brobston Group; New York (NY); On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Goose Rewards

ICON Rewards

Donation matching

Paid volunteer time

Health resources

Job summary

Canada Goose in New York City is seeking a Lead, Experience to champion the guest journey and lead a luxury service-driven team on the selling floor. You will coach in real time, develop talent, and ensure operational excellence to drive sales and client relationships.

As a steward of our values, you’ll empower your team to deliver elevated experiences for top clients while maintaining brand standards and a high-performing culture in a flagship environment.

Qualifications

• 2-3 years of leadership experience in retail, hospitality, or similar customer-focused industry.
• Experience in luxury, premium, or high-volume retail environments, ideally flagship.
• Strong clienteling, guest experience, and CRM tooling knowledge.
• Ability to analyze KPIs and retail metrics to drive performance.
• Passion for delivering exceptional guest experiences with attention to detail.

Responsibilities

• Embody Canadian Warmth, deliver exceptional guest experiences, and coach the team.
• Lead selling floor with luxury service behaviors to boost results.
• Foster clienteling and relationships with top clients.
• Monitor guest experience and sales metrics to drive improvement.
• Coach and develop team members through feedback and training.
• Ensure product knowledge, service excellence, and selling capability growth.
• Support employee engagement and diverse talent recruitment.
• Maintain store tools and platforms for operations and communication.
• Collaborate with cross-functional teams to uphold luxury standards.
• Align inventory, labor, and resources to meet business objectives.

Skills

Leadership experience

Luxury retail expertise

Clienteling & CRM

KPI analysis

Team motivation

Job description

Canada Goose in New York City is seeking a Lead, Experience to champion the guest journey and lead a luxury service-driven team on the selling floor. You will coach in real time, develop talent, and ensure operational excellence to drive sales and client relationships.

As a steward of our values, you’ll empower your team to deliver elevated experiences for top clients while maintaining brand standards and a high-performing culture in a flagship environment.