Retail Operations Leader

Company Overview

Canada Goose stands apart as a unique entity. We have crafted an exceptional and iconic lifestyle brand with a compelling and genuine narrative. Central to our mission is the commitment to inspire and empower individuals to thrive in the great outdoors. We advocate for living boldly and embracing the rejuvenating essence of nature, all while being dedicated to keeping the planet cold and its inhabitants warm. Our focus on detail and resilience fosters a community that champions courage and collective support for transformative individuals.

At Canada Goose, the possibilities are boundless - whether it's exploring new avenues, acquiring knowledge, or engaging in meaningful work, the opportunities are yours to seize.

Role Overview:

The Store Operations Director is responsible for the comprehensive management and success of the Canada Goose Banff location. You exemplify Canadian Warmth, showcasing proficiency in every interaction and establishing a welcoming atmosphere for your team. With an entrepreneurial mindset, you treat your store as a business proprietor, guiding your team and ensuring alignment with strategic objectives. Your dedication to cultivating an inclusive and diverse team environment encourages continuous learning and openness to fresh perspectives. As a bold leader, you adeptly navigate uncertainty, consistently striving to enhance the customer experience and exceed expectations. Your commitment to driving store performance encompasses all facets, including Financial Performance, Customer Experience, Talent Development, and Operational Excellence. You embody and uphold the values and culture of Canada Goose.

Key Responsibilities:

• Meet or surpass performance goals and sales objectives, focusing on both revenue and profit margins, alongside key performance indicators (KPIs) such as Sales Density and Comparative Revenue Growth.
• Regularly assess KPIs and utilize insights to formulate and execute action plans that enhance performance.
• Forge strategic partnerships to ensure the store is equipped with the necessary resources to achieve and exceed performance benchmarks.
• Deliver and exemplify an outstanding customer service experience that reflects Canadian Warmth, leading to consistently exceptional guest interactions; monitor, measure, and report on relevant KPIs.
• Establish and nurture enduring client relationships through ongoing engagement and utilization of Canada Goose tools.
• Promote a culture of clienteling, ensuring Brand Ambassadors engage consistently and meaningfully with top clientele.
• Represent Canada Goose in the community by building a client base through local engagement, partnerships with prominent businesses, and seasonal events.
• Ensure the execution and upkeep of exceptional visual merchandising that aligns with a luxury lifestyle brand.
• Address customer concerns through a service-oriented approach by identifying opportunities and developing solutions.
• Foster a culture of talent development by prioritizing continuous education and training for the entire store team.
• Encourage an inclusive and diverse workplace.
• Lead, implement, and monitor all corporate initiatives and strategies.
• Mentor and develop Assistant Managers to enhance performance, foster growth, and cultivate future leaders while empowering them to assume the Store Manager role when necessary.
• Continuously coach selling techniques that enhance team performance and elevate the customer journey.
• Inspire and maintain an exceptional employee experience while driving engagement.
• Maintain an open-door policy that promotes feedback and dialogue.
• Consistently identify, attract, recruit, develop, and retain talent.
• Create schedules that prioritize the customer experience, enhance productivity, and manage labor costs.
• Adhere to all Canada Goose operational standards with excellence, including stockroom management and cleanliness protocols.
• Educate management on all store-controlled expenditures, including supplies and labor budgets.
• Lead, coach, and ensure consistent application of strategic tools and resources, including inventory management and communication platforms.
• Collaborate with key cross-functional teams to maintain the physical store environment at the highest standards.
• Analyze and proactively respond to inventory planning while maintaining appropriate inventory metrics.
• Conduct Health & Safety meetings in accordance with local guidelines and Canada Goose policies.
• Ensure accuracy and efficiency in inventory and cash management, as measured by shrink results.
• Follow all loss prevention protocols, including regular inventory counts and incident reporting to minimize loss and enhance profitability.
• Ensure timely processing of all incoming and outgoing merchandise requests and shipments.

Candidate Profile:

• 3 to 5 years of leadership experience in a relevant sector.
• Prior experience with luxury lifestyle brands in high-traffic retail environments.
• Proven track record of maintaining operational excellence in retail settings.
• Demonstrated leadership abilities in mentoring retail professionals and developing Brand Ambassadors.
• Experience managing store profit and loss, payroll, and expense oversight.
• Strong presentation skills and ability to conduct product knowledge sessions effectively.
• Solid grasp of retail mathematics and metrics, utilizing analytics to drive business outcomes.
• Able to make agile decisions in a dynamic environment.
• Exceptional time management and organizational skills, capable of multitasking in a fast-paced setting.
• Strong negotiation skills combined with a flexible approach to sales.
• Ability to cultivate and maintain strong interpersonal relationships.
• Proficient in leveraging development plans and performance management tools to maximize team potential.
• Excellent communication skills, establishing and maintaining strong relationships both internally and externally.
• Self-driven, capable of working independently while knowing when to seek guidance.
• Consistently demonstrates Canada Goose's Values, embracing innovation, authenticity, passion, relentlessness, and entrepreneurship.
• Advanced proficiency in Microsoft Office, particularly Word and Excel.
• Proficiency in an additional language is a plus.
• Ability to stand for extended periods and work during weekends, evenings, and holidays.

Additional Insights:

What We Offer:

• A company rooted in Canadian heritage and values.
• Your contributions are acknowledged through a comprehensive and competitive Total Rewards Program.
• Opportunities for career advancement through various internal and external initiatives.
• Recognition programs that celebrate peer achievements.
• Participation in CG Gives, with donation matching and paid volunteer time for causes you care about.
• Access to resources supporting physical and mental well-being, embracing change, and fostering connections with colleagues.
• Inspiring leadership and colleagues who uplift and support your growth.

We are committed to fostering an inclusive and equitable workplace where all employees can express their authentic selves. We believe that each team member enriches our diversity, providing unique perspectives that enhance our ability to innovate and deliver exceptional products and services. Our varied viewpoints empower us to create, dream, and thrive together.

Canada Goose is an equal opportunity employer, dedicated to providing employment accommodations in accordance with applicable human rights legislation.