Job Description
The Assistant Store Manager, Experience is responsible for the quality of the customer experience in the store and work closely to support the Store Manager in all store performance areas – Store Financial Performance, People Management & Engagement, Customer Experience and Operational Excellence. They ensure that the respective location achieves its financial targets (revenue and profit). Create an experience that allows customers to continuously conquer the outdoors and lead customer experience through brand ambassador education in product and brand story telling. Adaptable to factors such as; seasonality, increase/decrease to foot traffic, product availability and line management that may affect the quality of customer experience and drive store’s customer relationship management through clienteling and after sale customer engagement. Finally, lead and mentor their direct reports (Team Leaders) to ensure excellence in all areas and they maintain Canada Goose’s expectations of quality and authenticity.
STORE FINANCIAL PERFORMANCE:
- Achieve or exceed sales targets including both the top and bottom line results
CUSTOMER EXPERIENCE:
- Ensure an outstanding customer experience
- Drive our Net Promoter Score (NPS) and other selling and service metrics such as; conversion, average dollar per transaction, average unit retail
- Analyze and drive customer relationship management measured by capture rate and repeat purchase
- Elevate customer experience and drive respective location’s Units per Transaction (UPT) by actively introducing new, underperforming and strategic categories
- Resolve customer issue trends by investigating opportunities, developing solutions, preparing reports and coaching staff on managing similar challenges in the future
- Demonstrate Canada Goose core values: entrepreneurship and innovation by proactively elevating and enhancing the experience through in store events, personal appointments and introduction our emerging categories
- Leveraging in store elements to provide a memorable experience
PEOPLE MANAGEMENT & ENGAGEMENT:
- Training to ensure Brand ambassadors have the proper understanding of product and brand history
- Motivate and inspire the Brand Ambassadors to create brand loyalty and inspire a positive store environment
- Coach and mentor direct reports to improve performance and develop future leaders; identify external talent for Canada Goose’s retail business
- Ensure an outstanding employee experience and drive Employee Engagement
OPERATIONAL EXCELLENCE:
- Payroll and schedule management to maximize brand ambassador productivity and enhance customer experience measured by Sales per hour (SPH)
- Performs store opening and closing procedures in alignment with company standards
- Regularly review company’s email and other communication tools to ensure applicable messages are shared with Brand Ambassadors and to act on those messages in a timely manner
- Other responsibilities may be added to meet the needs of the business
EXPERIENCE, EDUCATION AND DESIGNATIONS:
- 3-5 years retail management Experience
- Experience working with affluent and luxury brands is an asset
- Previous Flagship or high-volume traffic experience is an asset
- Experience in customer relationship management tools
- Payroll and expense management
KNOWLEDGE, SKILLS AND ATTRIBUTES:
Scheduling and Payroll management
Solid understanding of retail math and using analytics in a business environment
Customer experience enthusiastic- driving performance through internal KPI’s
Analytical driver with keen attention to detail
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
Solid knowledge and understanding of retail metrics
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
Proficiency in another language is an asset
WORKING CONDITIONS:
- ENVIRONMENT: This position is based in a Canada Goose Flagship Store in either a prominent high-street (Stand Alone) or a Premium Shopping Centre (Mall) environment. These are large (4500 Square Foot) stores, newly built or renovated. The expectation is that the Assistant Manager is leading on the floor.
- HOURS: This position is a critical leader as she/he is 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 the business and most weekends will require the Assistant Manager for at least 1 weekend day. In the early days of opening stores, peak and holiday business, nights and weekends will be required regularly.
- TYPICAL WORKDAY: The Assistant Manager will be a leader on the selling floor. A typical day will involve reviewing store and brand ambassador, experience performance metrics, while the balance will be spent meeting with the Store Leadership Team and coaching to the KPI’s. Most of this time is spent on the floor and on your feet.