Chef des Opérations

1 week ago

Calgary, Alberta, Canada Canada Goose Full time
Job Description

Objectif du poste :

En tant que membre clé de l'équipe de direction du magasin, le responsable, Exploitation veille à la création de parcours clients très engageants, pour aider Canada Goose à devenir une marque de luxe performante axée sur le style de vie. Vous incarnez la chaleur canadienne, en démontrant votre expertise lors de vos recommandations et en étant chaleureux lors de vos interactions, ce qui donne vie au parcours client. Vous êtes le champion par excellence d'un service de haute qualité et vous avez à cœur de soutenir avec finesse toutes les procédures d'exploitation standard. Vous donnez une rétroaction immédiate à l'équipe, en veillant à toujours offrir une expérience client supérieure. Vous favorisez un environnement de travail positif et productif en atteignant constamment les objectifs, en encourageant l'équipe et en soutenant une entreprise rentable. Vous êtes un délégué des valeurs et de la culture de Canada Goose.

Ce que vous ferez :

Diriger, encadrer et soutenir toutes les procédures opérationnelles normalisées (PON) (c.-à-d. normes de l'entrepôt, normes de propreté, procédures d'ouverture et de fermeture, etc.). Assurer l'utilisation cohérente des outils stratégiques, incluant la plateforme de communication, l'outil de planification des horaires automatisé, la gestion de la paie, la gestion des files d'attente, la gestion de l'apprentissage, la plateforme de rendez-vous virtuels, etc. Maintenir les normes de l'arrière-boutique en veillant à ce que les produits soient facilement accessibles. Soutenir les besoins en matière de stocks et de circulation des marchandises pour assurer la disponibilité des produits. Promouvoir les stratégies de prévention des pertes en partenariat avec le directeur adjoint de magasin, dans le but de réduire les pertes et d'augmenter la rentabilité. Collaborer avec les équipes interfonctionnelles clés pour veiller à ce que l'espace physique du magasin soit parfaitement optimisé. Offrir un parcours de service à la clientèle supérieur qui reflète la chaleur canadienne et en donner l'exemple, de manière à ce que cela se traduise par un taux net de recommandation exceptionnel. Guider et faire preuve de leadership sur la surface de vente et de comportements de vente qui stimulent la conversion et les unités par transaction (UPT), en introduisant activement des catégories nouvelles, sous-performantes ou stratégiques, Veiller au maintien d'un marchandisage visuel exceptionnel qui reflète les normes de la marque. Résoudre les problèmes des clients à l'aide d'une perspective centrée sur le client en enquêtant sur les possibilités, en développant des solutions et en encadrant l'équipe sur la résolution de problèmes similaires à l'avenir. Soutenir l'intégration et l'optimisation de la surface de vente et de l'arrière-boutique pour assurer un parcours client harmonieux. Atteindre ou dépasser les objectifs de vente, y compris le chiffre d'affaires et le bénéfice net. Analyser continuellement les indicateurs de rendement clés et soutenir les plans d'action qui stimulent le rendement. Collaborer avec la direction du magasin pour veiller à ce que le magasin dispose des ressources adéquates pour atteindre et dépasser les objectifs de rendement, c.-à-d., stocks, main-d'œuvre. Soutenir une culture de perfectionnement et de formation continue des talents pour toute l'équipe en magasin. Favoriser un milieu de travail inclusif et diversifié. Diriger, mettre en œuvre et assurer le suivi de toutes les initiatives et stratégies d'éducation. Servir de mentor et perfectionner activement les membres de l'équipe afin d'améliorer le rendement et de favoriser la croissance. Encadrer continuellement les comportements qui favorisent le rendement des ambassadeurs de la marque et rehaussent le parcours client. Inspirer et maintenir une expérience employé exceptionnelle et stimuler l'engagement des employés. Maintenir un environnement ouvert qui encourage la rétroaction et le discours. Soutenir l'équipe de gestion du magasin dans les efforts de recrutement visant à établir un réseau externe de talents.

Parlons de vous :

2 à 3 ans d'expérience en leadership dans un secteur connexe. Expérience de travail avec des marques axées sur un style de vie de luxe dans un magasin phare ou à achalandage élevé. Expérience en gestion de la paie, des stocks et des dépenses. Solide compréhension des mathématiques et des indicateurs liés à la vente du détail et de l'utilisation des outils d'analyse pour stimuler les ventes. Adepte de l'exploitation avec une attention particulière aux détails, favorisant le rendement au moyen d'IRC internes. Agile et capable de s'adapter rapidement aux changements au besoin. Excellentes compétences en gestion du temps et en organisation avec la capacité à effectuer plusieurs tâches dans un environnement dynamique. Maîtrise d'une autre langue, un atout.

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 interview accommodation for your interview, please e-mail us at

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