Assistant Manager-Customer Experience Lead
- Calgary, AB, Canada
- Greater Calgary Metropolitan Area, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Working hours
- 24 hours per week
- Posting language
- English · French
- Posted
Original job description
English section of this bilingual listing.
Reports to: Store Manager Department: Operations
As a role model, the Laura Canada Customer Experience Lead possesses a contagious passion for fashion and customer service. Motivates, coaches and develops a winning team of Sales Associates that provides a unique and memorable shopping experience to every customer. Has strong fashion and floor awareness and is knowledgeable about our product. Contributes to achieve all key financial objectives established by Laura Canada. Assists the Store Manager in fostering a vibrant, fun, energetic and enjoyable store environment. Acts as a back-up to the Store Manager.
Critical Functions
- Customer Service
- Observes and coaches team members’ behaviours to maintain high standards of customer service and product knowledge.
- Acts as a role model by providing exemplary customer service using Laura Canada’s customer service standards.
- Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
- Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs as well as ensuring team members are always up to date on new arrivals, product knowledge, and current fashion trends.
- Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and Ship to Home.
- Fosters a vibrant, fun, energetic and enjoyable store environment.
- Floor Leadership
- Demonstrates excellent floor leadership and has exceptional control of the sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.
- Continually monitors traffic trends and reacts in a timely manner.
- Identifies team members’ issues and communicates them to the Store Manager.
- Business Management
- Assists the Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.
- Assists the Store Manager in dressing window mannequins to showcase the store’s inventory and adheres to visual standards, including any mandatory directives that may be issued.
- Assists the Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.
- Assists the Store Manager in executing directives (e.g. receiving goods, implementing markdowns, processing transfers, Ship to Home) accurately and in a timely manner.
- Acts as a back-up to the Store Manager.
- Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.
- Store Performance
Contributes to achieve all key financial objectives established by Laura Canada:
- Sales
- Closing ratio
- Hours
- Shrink
- Dollars per transaction
- Units per transaction
Additional Responsibilities
Requirements
Working Conditions and Environment
- Full-time or regular part-time status (minimum of 24 hours per week), based on business needs.
- Available to work days, nights and weekends
- Extended hours during the Christmas Season and special events (e.g. Family & Friends, Black Friday weekend)
- Participates in inventory twice per year, all training sessions and staff meetings.
- Works in a standing/walking position.
- Lifts approximately 20-30 lbs of product/boxes, when required.
- Uses ladders as required.
Read the full bilingual original
Joignez-vous à notre équipe pour réaliser votre plein potentiel professionnel!
Nous sommes des gens proactifs qui ont une façon de penser et de travailler qui sort des sentiers battus et qui ne reculent devant rien pour faire briller les marques emblématiques Laura et Melanie Lyne!
Entreprise privée située à Laval, au Québec, avec une vision centrée sur l'innovation et l'optimisation des expériences employés et clients, nous continuons à aider des générations de femmes canadiennes à se sentir bien et à leur avantage.
Customer Experience Lead
Reports to: Store Manager Department: Operations
Role Summary
As a role model, the Laura Canada Customer Experience Lead possesses a contagious passion for fashion and customer service. Motivates, coaches and develops a winning team of Sales Associates that provides a unique and memorable shopping experience to every customer. Has strong fashion and floor awareness and is knowledgeable about our product. Contributes to achieve all key financial objectives established by Laura Canada. Assists the Store Manager in fostering a vibrant, fun, energetic and enjoyable store environment. Acts as a back-up to the Store Manager.
Critical Functions
Nous sommes fiers d’employer plus de 2 000 collègues dévoués et d’exploiter plus de 140 magasins ainsi que laura.ca et melanielyne.com.
Notre succès repose sur l’engagement inconditionnel de notre équipe à offrir une expérience client exceptionnelle tout en incarnant nos valeurs d’intégrité, de respect, d’esprit d’équipe, de performance et de passion.
Chez Laura Canada, l’expérience client exceptionnelle est motivée par notre engagement à offrir une expérience exceptionnelle à nos employés.
Nous sommes des gens proactifs qui ont une façon de penser et de travailler qui sort des sentiers battus et qui ne reculent devant rien pour faire briller les marques emblématiques Laura et Melanie Lyne!
Entreprise privée située à Laval, au Québec, avec une vision centrée sur l'innovation et l'optimisation des expériences employés et clients, nous continuons à aider des générations de femmes canadiennes à se sentir bien et à leur avantage.
Customer Experience Lead
Reports to: Store Manager Department: Operations
Role Summary
As a role model, the Laura Canada Customer Experience Lead possesses a contagious passion for fashion and customer service. Motivates, coaches and develops a winning team of Sales Associates that provides a unique and memorable shopping experience to every customer. Has strong fashion and floor awareness and is knowledgeable about our product. Contributes to achieve all key financial objectives established by Laura Canada. Assists the Store Manager in fostering a vibrant, fun, energetic and enjoyable store environment. Acts as a back-up to the Store Manager.
Critical Functions
- Customer Service
- Observes and coaches team members’ behaviours to maintain high standards of customer service and product knowledge.
- Acts as a role model by providing exemplary customer service using Laura Canada’s customer service standards.
- Effectively builds and maintains a personal clientele by using Laura Canada’s tools and ensures all Sales Associates do the same.
- Demonstrates strong wardrobing skills by coaching and sharing knowledge on current fashion trends, product, and the customers’ unique needs as well as ensuring team members are always up to date on new arrivals, product knowledge, and current fashion trends.
- Acts as a role model by promoting the website, store CRM, any loyalty program, marketing initiatives in place and Ship to Home.
- Fosters a vibrant, fun, energetic and enjoyable store environment.
- Floor Leadership
- Demonstrates excellent floor leadership and has exceptional control of the sales floor (customer service standards, fitting rooms, zone coverage, cash desk area) and monitors segment accountability results.
- Continually monitors traffic trends and reacts in a timely manner.
- Identifies team members’ issues and communicates them to the Store Manager.
- Business Management
- Assists the Store Manager in providing a store environment which consistently maintains Laura Canada’s visual presentation, merchandising and housekeeping standards.
- Assists the Store Manager in dressing window mannequins to showcase the store’s inventory and adheres to visual standards, including any mandatory directives that may be issued.
- Assists the Store Manager in ensuring proper execution of all Marketing directives with a high sense of urgency.
- Assists the Store Manager in executing directives (e.g. receiving goods, implementing markdowns, processing transfers, Ship to Home) accurately and in a timely manner.
- Acts as a back-up to the Store Manager.
- Provides feedback to the Store Manager on quality issues, missed opportunities and inventory mix.
- Store Performance
- Sales
- Closing ratio
- Hours
- Shrink
- Dollars per transaction
- Units per transaction
- Completes all assigned administrative functions with accuracy and in a timely manner.
- Follows all P.O.S. procedures as per Company direction.
- Is required to secure and protect any confidential customer and team members’ information.
- Adheres to all new and existing Company policies and procedures (i.e. Dress Code, Loss Prevention, Health & Safety and Human Resources)
- Contagious passion for fashion and customer service
- A minimum of 1 year of experience as Sales Associate preferred
- Proven leadership and passion for coaching and developing others
- Ability to create a positive work environment where team members are motivated to learn and grow.
- Excellent communication and interpersonal skills
- Demonstrates initiative on an on-going basis.
- Embraces Company initiatives and acts as a change agent to ensure directives are met.
- Open to feedback and implements change in a timely manner.
- Full-time or regular part-time status (minimum of 24 hours per week), based on business needs.
- Available to work days, nights and weekends
- Extended hours during the Christmas Season and special events (e.g. Family & Friends, Black Friday weekend)
- Participates in inventory twice per year, all training sessions and staff meetings.
- Works in a standing/walking position.
- Lifts approximately 20-30 lbs of product/boxes, when required.
- Uses ladders as required.
Nous sommes fiers d’employer plus de 2 000 collègues dévoués et d’exploiter plus de 140 magasins ainsi que laura.ca et melanielyne.com.
Notre succès repose sur l’engagement inconditionnel de notre équipe à offrir une expérience client exceptionnelle tout en incarnant nos valeurs d’intégrité, de respect, d’esprit d’équipe, de performance et de passion.
Chez Laura Canada, l’expérience client exceptionnelle est motivée par notre engagement à offrir une expérience exceptionnelle à nos employés.
More about this job
Responsibilities
Lead and coach Sales Associates to deliver exceptional customer service, build customer relationships, maintain product and fashion knowledge, and create an energetic store environment. Support the Store Manager with sales-floor leadership, visual merchandising, marketing and operational directives, inventory tasks, and achievement of financial objectives.
Requirements
A minimum of one year of Sales Associate experience is preferred, along with a strong passion for fashion and customer service and demonstrated leadership and coaching ability. Candidates should communicate effectively, motivate and develop team members, show initiative, adapt to change, and be available for varied shifts, weekends, and seasonal extended hours.
Skills
- Customer Service
- Fashion Knowledge
- Team Leadership
- Coaching And Development
- Sales Floor Leadership
- Clienteling
- Visual Merchandising
- Inventory Management
- Communication
- Interpersonal Skills
- Sales Performance Monitoring
- Point-Of-Sale Procedures
- Loss Prevention
- Time Management
- Adaptability
- Initiative
Visa sponsorship
Not detected in the job text
Categories
- Retail
- Management & Leadership
- Customer Service & Support
- Sales
Keywords
- Retail
- Customer Experience
- Customer Service
- Fashion
- Sales Associates
- Team Coaching
- Clienteling
- Loyalty Programs
- Ship To Home
- Sales Floor Leadership
- Fitting Rooms
- Zone Coverage
- Visual Merchandising
- Window Mannequins
- Marketing Directives
- Point Of Sale
- Inventory Management
- Markdowns
- Product Transfers
- Loss Prevention
- Health And Safety
- Sales Closing Ratio
- Shrink
- Dollars Per Transaction
- Units Per Transaction