Director, Guest Services

5 months ago

North Vancouver, Canada Arc'teryx Full time

**Department**:Commercial - Guest Services

**Reports to**:VP, Guest Services

**Location**: North Vancouver, B.C.

**Your Opportunity at ARC’TERYX**:

- As the Director, Guest Services you will play a pivotal role in shaping our guest experience, ensuring that all Guest Services operations, processes, and technologies not only meet but exceed the expectations of both internal and external stakeholders. Through visionary leadership and strategic direction, you champion our Guest Services journey, inspiring and implementing key initiatives to achieve our business objectives and align with our forward-looking aspirations. Your passion for people-first leadership, development, and a fast-paced, high-growth environment will drive excellence in guest experience at every touchpoint.
- This role is based out of our North Vancouver office and is open to a hybrid work arrangement.

***

**Meet Your Future Team**:

- The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand around the world.

**If you were the Director, Guest Services now, here are some of the core activities you would be doing**:

- Developing and implementing a 5 year strategy, roadmap and goals for success to create a best-in-class guest experience
- Partnering with regional stakeholders to implement global experience standards and elevate regional execution
- Leading, coaching, and developing a large and growing team of leaders, managers, and individual contributors; building a pipeline of talent within the Guest Services organization and for the broader company
- Overseeing all areas of the Guest Services operation including Guest Services, After Sales, recruiting and training, guest experience, and operations
- Driving Guest Services operations by identifying areas for improved service outcomes and representative experience; including but not limited to new capabilities, self-service, automation, and product improvement
- Driving business improvements through coordinated inter-departmental planning and fostering cross-functional collaboration
- Developing and implementing service objectives and programs and monitoring success
- Ensuring key business indicators are met and exceeded through the development of strategies focusing on guest experience, rep experience, and operational excellence
- Developing, negotiating, and maintaining essential third-party relationships to support business requirements
- Developing and managing budgets in line with departmental and business objectives, partnering with workforce management and P&C to proactively plan headcount and team requirements
- Analyzing market opportunities and developing plans to enhance the company’s service offerings
- Supporting the VP, Guest Services with projects/initiatives as required

**Here are some of the things you could be working on in the future**:

- Pioneering initiatives that leverage AI and digital channels to create the future of premium guest experience
- Spearheading our global service strategy to enhance global brand consistency in every local market
- Overseeing guest journey mapping to identify unmet guest needs, optimization opportunities, and areas to exceed guest expectations and drive loyalty

**Are you our next Director, Guest Services?**:

- You have a bachelor’s degree in business, commerce or a related field
- You have 10+ years outdoor industry experience in fast-paced, high growth customer service operation, including 5+ years at senior management level
- You are a strong leader and communicator with a passion for delivering excellent customer service
- You have proven business acumen, team building and project management skills
- You have excellent interpersonal and communication skills, capable of motivating and engaging diverse teams
- You are able to gain and maintain respect while engaging and motivating others
- You are a creative problem solver with excellent time management skills
- You have the ability to travel, as required
- You set a clear vision, align your team around common objectives, and foster commitment to these objectives
- You are proactive in identifying the root cause of issues and developing solutions
- You remain highly flexible and adaptable when faced with ambiguity
- You effectively balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
- Your passion for your work is paralleled by your passion for getting outside and living it

$146,000 - $182,000 a year
- A reasonable estimate of the pay range is $146,000 - $182,000 CAD at the time of this posting. Within the range, individual pay is determined by factors such as job-related skills, relevant experience, education and/or training.

Please no

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