Customer Experience Lead - Key Holder.

Laura CanadaLangley, Canada

30+ days ago

Salary

CA$20.25–CA$25.00 hourly

Job description

Company Description

Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two online stores. We attribute our success to the unwavering commitment of our team to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.

Job Description

1. Customer Service

Observes and coaches team members’ behaviors to maintain high standards of customer service and product knowledge.
Acts as a role model by providing exemplary customer service using Laura Canada’s customer service standards.
Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs as well as ensuring team members are always up to date on new arrivals, product knowledge, and current fashion trends.
Conducts SPA weekly.
Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and direct ship.
Fosters a vibrant, fun, energetic and enjoyable store environment.

2. Floor Leadership

Demonstrates excellent floor leadership and has exceptional control of the sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.

Continually monitors traffic trends and reacts in a timely manner.

Identifies team members’ issues and communicates them to the Store Manager.

3. Business Management

Assists Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.

Assists Store Manager in dressing window mannequins to showcase the store’s inventory and adheres to visual standards, including any mandatory directives that may be issued.

Assists Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.

Assists Store Manager in executing directives (e.g. receiving goods, implementing markdowns, processing transfers, direct ship and special order requests) accurately and in a timely manner.

Acts as a back-up to the Store Manager.

Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.

4. Store Performance

Contributes to achieve all key financial objectives established by Laura Canada :

Sales

Closing ratio

Hours

Shrink

Dollars per transaction

Units per transaction

Qualifications

Contagious passion for fashion and customer service

A minimum of 1 year experience as Sales Associate preferred

Proven leadership and passion for coaching and developing others

Ability to create a positive work environment where team members are motivated to learn and grow

Excellent communication and interpersonal skills

Demonstrates initiative on an on-going basis.

Embraces Company initiatives and acts as a change agent to ensure directives are met.

Open to feedback and implements change in a timely manner.

English

Open availability

Benefits

We are committed to helping you reach your full potential., Room to GrowAt Laura Canada, training & professional development are a top priority. We invest in our employees by offering a wide range of training programs–from IT to language training. We prioritize helping you achieve your professional goals by helping you build your strengths & develop your talents through coaching. We are dedicated to keeping our employees engaged by offering internal advancement opportunities., An Inspiring WorkplaceIt’s no secret that a friendly & positive work environment is crucial for well-being and a happy sense of belonging. Regular team building activities & lunches, a Halloween celebration, and an annual summer picnic are some of the many events organized to promote a passionate, creative & diverse company culture., Work-Life BalanceWe believe that a healthy work-life balance is the key to success, which is why your quality of life is our first priority. Recharge your batteries with paid vacation time & floater days. Enjoy our summer hours (half-day Fridays), and get to leave an hour early on Fridays the rest of the year. You even have the option of taking a leave of absence if you ever need to. We make your life simpler by offering free parking, discounted dry cleaning pick-up and seasonal tire change services at our head office., RecognitionHard work & dedication never goes unnoticed. Every employee enjoys a 50% off discount card valid on all Laura & Melanie Lyne styles. Benefit from our employee referral program, offering a significant monetary reward for the right candidate. Every month, a sizable gift card is awarded to an employee nominated by their peers–a person who has shown an admirable display of teamwork. We also offer a gift to celebrate employees who reach an important career milestone., Health & Well-BeingWe encourage you to take care of yourself–both mentally & physically–because when you feel well, you do well. We offer group insurance for your medical & dental needs; RRSP contributions so you can plan for the future; paid sick days for when you’re feeling under the weather; and a discounted gym membership at Goodlife Fitness (Énergie Cardio) to maintain a healthy body & mind.,