Lead, Experience

Hourly Range:

About the salary range: Were 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.

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Job Title:

Canada Goose isnt like anything else. Weve 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 youre 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 theyre 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 Gooses values and culture.

Key Responsibilities:

Customer Journey:

• 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.

Talent Development & Engagement:

• 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.

Operational Excellence:

• 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.

Store Financial Performance:

• 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).

Experience Education and Designations:

• 2 to 3 years of leadership experience in a related industry.
• Bachelors 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

Knowledge Skills and Attributes:

• 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.

Working Conditions:

• Environment: This position is based in a Canada Goose Store in either a prominent high-street (Stand Alone) or a Premium Shopping Centre (Mall) environment. These stores vary in size and traffic and could be newly built or renovated. The expectation is that the Lead of Experience is leading on the floor.
• Hours: This position is a critical leader as they are responsible for customer and employee experience. This position will be required to be available based on the needs of the business. Weekends are a key part of our business and most weekends will require the Leader of Experiences presence.

Whats 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 ofCG 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. Its 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 individuals 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 idealits 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