Chef des Opérations / Lead, Operations

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story.

At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. 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 a purpose to keep the planet cold and the people on it warm.

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.

Job Description

Job Purpose :

As a key member of the store leadership team, the Lead Operations 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 achieving excellence in support of all standard operating procedures (SOPs).

You provide in the moment feedback to the team, always ensuring an elevated customer experience. You promote a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business.

You are steward of Canada Goose’s values and culture.

What You’ll Do :

• Achieve or exceed personal sales targets and contribute to the store’s overall target
• Support in the training of standard operating procedures, while ensuring teammates have an accurate understanding of product and brand history
• Coach and mentor teammates to improve performance and develop key selling skills that elevate the customer experience
• Identify external talent for the retail business and support in recruiting, onboarding and developing new teammates
• Drive employee engagement through performance recognition and development
• Cultivate and develop customer relationships to drive strong sales results
• Drive our Net Promoter Score (NPS) and other selling and service metrics including conversion, average dollar per transaction (ADT), average unit retail (AUR), and units per transaction (UPT)
• Resolve customer issues in a timely manner by investigating opportunities, developing solutions, preparing reports and mentoring the team on handling similar challenges in the future
• Provide market expertise in relation to customer needs
• Leverage brand storytelling and visual merchandising to develop strategies to improve product performance
• Ensure overall accuracy in inventory and organization and accessibility of Canada Goose’s products
• Assist with payroll and schedule management
• Supervise inbound and outbound shipment, replenishment, damages, return to vendor, etc.
• Perform store opening and closing procedures in alignment with company standards

Let’s Talk About You :

• Minimum 2 years of retail management experience
• Previous experience working with affluent and luxury brands in high traffic locations
• Excellent understanding of inventory management and customer relationship management tools and processes
• Strong analytical skills with a solid understanding of retail math and metrics
• Strategically agile with a keen attention to detail
• Strong time management and organization skills with the ability to multi-task in a fast-paced environment
• Consistently exhibits Canada Goose’s Values, taking pride in being innovative, authentic, passionate, relentless, and entrepreneurial
• Advanced skills in Microsoft Office; specifically, Word and Excel
• Bonus points for proficiency in another language

Additional Information

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

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday.

We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service.

Our different perspectives are what enable us to create, dream and live in the open.

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 interviewaccommodation for your interview, please e-mail us at [email protected].

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