Director, Global Experience

7 days ago

Toronto, Ontario, Canada Canada Goose Inc. Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Director of Retail Experience & Education. This is a key leadership role that will drive the development and implementation of strategic plans to enhance the consumer and employee experience at Canada Goose Inc.

Key Responsibilities
  • Drive Canadian Warmth Behaviours: Implement, track, and measure training efforts globally, partnering with Regional Leadership to drive accountability to consistent, elevated standards.
  • Ensure Accountability: Report on the Voice of our Consumer and enlist partners to drive necessary improvements at all levels.
  • Champion Consumer and Commercial Needs: Develop learning solutions to meet consumer and commercial needs and implement strategies to achieve best-in-class service experiences by door.
  • Create Onboarding and Education Materials: Develop onboarding and education materials, resources, and exhibitions for all DTC touchpoints to a performance luxury standard, including ongoing upskilling and reskilling efforts.
  • Collaborate with Brand & Product Teams: Ensure consistency of messaging and delivery across all consumer channels, assess comprehension, and leverage insights to drive consistency of execution.
  • Act as a Subject Matter Expert: Foster a reliance on in-field extensions to cultivate an 'always on' two-way communication stream as a member of the global stores leadership team.
  • Champion People & Culture Programs: Execute new and existing people & culture programs, including onboarding, recognition programs, training and development, succession planning, employee relations and retention, and leadership development.
  • Engage and Direct Subordinates: Educate and direct subordinates on the nuances of retail service, product/brand education, and communication to consumer.
  • Guide Education and Training Development: Develop internally or externally developed learning solutions for a variety of topics and delivery methods, including learning campaigns, Brandlive, and instructor-led content specific to Canada Goose's market needs.
  • Steer Professional Relations: Develop and disseminate corporate communications to the field and manage the process for professional relations between stores and headquarter team members.
  • Strategize and Manage Product Knowledge Tools: Create retail-focused Product Knowledge tools that elevate storytelling in stores.
  • Oversee In-Field Execution: Execute all new product launches identified by industry and consumer feedback, field inputs, and defined needs assessments.
  • Act as a Change Agent: Identify areas for operational and experiential efficiency and lobby cross-functional partners for continuous improvement.
Requirements
  • A minimum of 5 years of experience in one or a combination of the following industries: apparel or retail industry, top-tier consulting firm, or investment bank.
  • Proven ability to analyze, evaluate, and make recommendations on strategic questions.
  • Undergraduate degree with high achievement, in a discipline that teaches quantitative and qualitative analysis and critical thinking (e.g., business, marketing, engineering, law).
  • Strong written and verbal communication skills.
  • Strong computer competence in PowerPoint, Word, and Excel.
  • Must be fluent in English.
  • Can understand 'the big picture' and exercise good business judgement.
  • Can structure, break down, and solve complex business issues.
  • Strong planning and organizational skills; attention to detail.
  • Ability to manage multiple projects concurrently and multitask effectively.
  • Ability to work in a fast-paced environment with multiple, changing priorities and tight deadlines.
  • Able to partner with other functions/business leaders on complex problems and business issues.
  • Leadership ability – able to inspire others to action – both direct subordinates and peers.
  • Strong understanding of retail and apparel industry, up-to-date on industry events, and hold perspective on major issues.
  • Ability to analyze financial reports.

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