Lead, Guest Experience – Luxury Retail Coach

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

Benefits offered by this job

Canadian roots heritage

Total Rewards Program

Career growth opportunities

Goose Rewards & ICON Rewards

CG Gives donation matching

Health and wellness resources

Inspiring leaders

Job summary

Canada Goose is hiring a Lead, Experience in New York City to champion the guest journey on the selling floor and mentor teams toward elevated service. You will foster clienteling, analyze guest and sales metrics, and ensure a seamless luxury retail experience on Fifth Avenue.

You’ll lead educational initiatives, develop staff, and collaborate with leadership on talent and store operations to meet profitability and guest-experience goals.

Qualifications

• 2-3 years of leadership experience in retail, hospitality, or a related customer-focused industry.
• Experience working in luxury, premium, or high-volume retail environments, ideally within a flagship location.
• Strong understanding of clienteling, guest experience, and customer relationship management tools.
• Business-minded with the ability to analyze KPIs and retail metrics to identify opportunities and drive performance.
• Passionate about delivering exceptional guest experiences with a strong attention to detail.
• Proven ability to coach, motivate, and develop team members in a fast-paced environment.
• Agile and adaptable, with the ability to respond quickly to changing business needs and priorities.
• Excellent communication and relationship-building skills with the ability to influence and inspire others.
• Highly organized with strong time management and multitasking abilities.
• Flexible to work retail hours, including evenings, weekends, and holidays, and comfortable standing for extended periods.
• Additional language skills are considered an asset.

Responsibilities

• Embody and champion Canadian Warmth, delivering exceptional guest experiences and inspiring your team to do the same.
• Lead the selling floor by coaching and modeling luxury service and selling behaviors that strengthen results and deepen guest connections.
• Foster a culture of clienteling, ensuring Brand Ambassadors build meaningful relationships and deliver elevated experiences for top clients.
• Monitor key guest experience and sales performance metrics, leveraging insights to identify opportunities and drive continuous improvement.
• Resolve guest concerns with empathy and a solutions-focused mindset while coaching the team on best-in-class service recovery.
• Create a positive, inclusive, and high-performing team culture where collaboration, learning, and open communication thrive.
• Coach, mentor, and develop team members through ongoing feedback, recognition, and in-the-moment training.
• Lead and reinforce educational initiatives that strengthen product knowledge, service excellence, and selling capabilities.
• Support employee engagement by fostering an environment where all team members feel valued, heard, and empowered to grow.
• Partner with store leadership on talent attraction and recruitment efforts to build a strong and diverse pipeline of future talent.
• Champion the consistent use of key store tools and platforms, including communication, payroll, learning, queue management, and virtual appointment systems.
• Partner with cross-functional teams to maintain an exceptional store environment that reflects the standards of a luxury lifestyle brand.
• Ensure operational processes are executed consistently and support a seamless experience for both guests and employees.
• Achieve or exceed sales and profitability goals while supporting the overall success of the store.
• Analyze business performance and support action plans that drive sales, productivity, and guest experience outcomes.
• Collaborate with store leadership to ensure appropriate inventory, labour, and operational resources are in place to support business objectives

Skills

Leadership

Luxury service

Clienteling

KPIs

Communication

Organization

Tools

CRM tools

Inventory systems

Payroll systems

Job description

Canada Goose is hiring a Lead, Experience in New York City to champion the guest journey on the selling floor and mentor teams toward elevated service. You will foster clienteling, analyze guest and sales metrics, and ensure a seamless luxury retail experience on Fifth Avenue.

You’ll lead educational initiatives, develop staff, and collaborate with leadership on talent and store operations to meet profitability and guest-experience goals.