Voice of Guest Lead

7 months ago

Vancouver, Canada Arc'teryx Full time

**Department**: Commercial

**Reports to**:Manager, Guest Services Experience

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

**Your Opportunity at ARC’TERYX**:
The Voice of Guest Lead will be responsible for overseeing the Guest Feedback Collection and Analysis process, generating actionable insights, and enhancing the overall customer experience. As a highly motivated, analytical and experienced guest experience professional, you will play a crucial role in shaping our organization's strategies and initiatives by closely monitoring guest feedback, displaying data through dashboards and other means, and mapping the customer journey.

**Meet Your Future Team**:
***
- The Arc’teryx Guest Services 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 Voice of Guest Lead now, here are some of the core activities you would be doing**:

- Creating visually appealing data visualizations and dashboards to effectively communicate insights to both technical and non-technical audiences
- Researching, recommending, and implementing effective strategies for collecting guest feedback across multiple channels, including surveys, internal feedback, Salesforce and other reporting, and review platforms
- Leading insights reporting for the Guest Services function, including preparing comprehensive reports and presentations to communicate key findings, trends, and actionable insights to stakeholders at various levels of the organization
- Providing regular updates on guest feedback trends, emerging issues, and opportunities for enhancing the customer experience
- Refining and updating customer journey maps based on new insights and evolving customer expectations

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

- Establishing and maintaining a system for tracking and monitoring guest feedback metrics and key performance indicators (KPIs)
- Having a significant impact in enhancing the customer experience and driving the success by staying informed on emerging technologies, and leveraging data-driven insights
- Collaborating with leaders and cross-functional teams to map out customer journeys, identify pain points, and develop strategies to address them effectively

**Are you our next Voice of Guest Lead?**:

- You have a bachelors degree in Business, Communications or a related field
- You have 4+ years of experience in a guest services related role
- You have a strong understanding of data analysis and visualization tools
- You possess excellent communication skills, with the ability to present complex data in a clear and concise manner
- You have experience with Salesforce and PowerBI
- You have excellent Microsoft Suite skills, including strong Excel skills
- You are passionate about enhancing the customer experience and driving customer-centric initiatives
- 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

**Equal Opportunity**

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

**Design your Purpose. Live our Values.**
- DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.
- COMMIT. Set and deliver on bold objectives as we collectively raise the bar.
- LIVE IT. Deepen your connection to nature and live your most purposeful life.
- LEAVE IT BETTER. Create a better world, together.

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