Director, Global Retail Experience

2 weeks ago

Toronto, Ontario, Canada Canada Goose Inc. Full time

Job Purpose

Reporting to Global Stores, the Director of Retail Experience & Education is responsible for driving Canadian Warmth and its constituents across all retail channels. This role focuses on creating strategic plans and leading executions that promote the Performance Luxury Lifestyle Brand service proposition & customer experience, with and for our retail team to drive higher conversion, luxury brand sales standards, and revenues.

Excelling in people management, this role supplements our retail leadership teams in achieving quality KPI growth through the ongoing development and implementation of experiential and educational programming. The Director of Experience & Education is required to lead a network of Training & Coaching Experts to enhance the consumer and employee experience at every touch point, connecting Merchandising, Consumer, and other cross-functional relevant teams to the retail frontline, ensuring inter-departmental alignment and process proficiency.

What You'll Do:
  • Drive Canadian Warmth behaviours by implementing, tracking, and measuring training efforts globally; partner with Regional Leadership to drive accountability to consistent, elevated standards
  • Ensure accountability to aforementioned training efforts by reporting on the Voice of our Consumer and enlisting partners to drive necessary improvements at all levels
  • Champion and translate the consumer and commercial needs and develop learning solutions to meet them and implement strategies to achieve best-in-class service experiences by door
  • Drive the development of onboarding, ongoing training, and performance development programs for retail teams
  • Collaborate with cross-functional teams (Marketing, Product Development, etc.) to ensure alignment between brand messaging and retail execution
  • Lead a team of Training & Coaching Experts to deliver impactful learning experiences and support the growth of our retail workforce
About You

You are a passionate leader with a proven track record in retail training and development. You have a deep understanding of luxury brand standards and a commitment to delivering exceptional customer experiences. You are a strong communicator, collaborator, and problem-solver with the ability to influence and inspire others.

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