Job Title: Visual Team Leader
Team: Retail
Location: Kelowna, B.C. Canada Store
Scope: Customer Service In-Person, CF3
Reports To: Retail Store General Manager
Pay Range: $23.40-25.90 CAD per hour
Benefits: Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment. The Visual Team Leader brings the Patagonia story to life by creating a retail environment that is innovative, unique, inspired, customer-friendly and reflective of the local community. As part of the leadership team, they also effectively direct and supervise team members on the sales floor to drive an impactful customer experience and lead employees in delivering impeccable customer service. They align with leadership to coordinate and implement seasonal sales and transitions while being responsible for implementing visual merchandising directives, providing visual training and support for the retail team, and that local product stories are told in the retail environment. This role is primarily a retail team leader with an average of 8 hours per week spent working on visual tasks and is subject to change based on business needs.
WHAT YOU’LL DO
- We are in business to save our home planet: You inspire your team to live Patagonia’s purpose, both in the store and in the community.
- Your customer service is not bound by convention! You deliver best-in-class service by centering the customer in everything we do. You ensure Customer Experience Guides have access to all tools and resources to provide that same level of service and support above and beyond thinking.
- You are an environmental activist! You participate and encourage team participation in our Activism program by utilizing your 18 activism hours to support your community, partnering with local non-profits by engaging in the grants and donations processes, and inspiring customers and your colleagues to get involved.
- Visual:
- Collaborate with the rest of leadership and local store staff to develop, document and install environmental displays, product rotation from backstock to floor and supporting product promotions, sale set up and recovery, seasonal flips, and customer communications.
- Responsible for implementing seasonal store maps with the support of the staff.
- Reactively merchandise by examining reports, weather forecasts and customer trends to maximize engagement and include team support and input.
- Maintain all windows, fixtures, tables, mannequins, and signage to ensure that product placement is thoughtful, effective, and maintained by the team as brand appropriate.
- Leadership: You drive engagement, actively coach, identify and delegate daily priorities and growth opportunities for team members and partner with other members of leadership to address them.
- Training/Hiring: As part of the leadership team, you assist in the hiring of people who pursue interests that are related to our products and philosophy. You assist in the training of fellow employees and support their development through coaching and feedback.
- Development: You use your independent judgment to coach and develop your team on their communication and ownership skills, support a steady feedback loop and work to develop employees toward growth within their roles and towards their passions. You advise management on appropriate discipline for team members who do not meet expectations, but also recognize team members who attain performance goals.
- Product and Business Knowledge: You are committed to learning about our products, including technical aspects of products in our core sports, to support your ability to serve our customers. You actively seek out information about new products and business services and incorporate it into your everyday customer service practices.
- Warehouse: You process shipments, support physical inventory, and restock the sales floor. You assist with sale prep/breakdown, product transfers, donations, etc. You utilize the spirit of our Ironclad Guarantee and Worn Wear Program and ensure the team does returns/sales accurately for inventory purposes.
- Marketing: You participate and encourage team participation in our Retail Marketing Program by helping in event production and execution and bringing forth ideas for engaging your community.
- Security and Loss Prevention: You practice and support team members in security measures that help prevent theft and understand how to handle safety situations. You report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store.
- Inclusion: You are committed to creating a work environment that is supportive, positive, respectful, and free from harassment. You work with other members of the leadership team and engage in company directives with a team mentality to support the company and personal goals of the team while being open and feedback driven and ensure accountability.
- Other Duties: You ensure accuracy in all POS operations by completing all register and scenario training for yourself and the team. You consistently execute all duties of a Customer Experience Guide alongside the team.
Who You Are
- You are an environmental activist- You are passionate about your communities, the environment and caring for others. You act locally and inspire your community and coworkers to do the same.
- Your customer service is not bound by convention- You focus on building relationships and go beyond treating the needs of customers with kindness and creativity. You offer proactive coaching to continually elevate customer service.
- You operate in just and equitable ways- You proactively create a culture of belonging that gives people from all backgrounds, identities, and experience a meaningful voice.
- You value and demonstrate quality in all that you do- You produce work that is of value, complete, and timely while striving for excellence in all job aspects.
- You act with integrity and are action oriented– You drive engagement, are self-driven, and get things done efficiently and effectively.
- You are a lifelong learner and teacher- You lead in an atmosphere that can change, demonstrate sound judgment, thrive on solving problems creatively and giving/receiving feedback. You have an interest in or are eager to learn about our products and services.
- You drive engagement and actively coach- You have an approachable leadership presence and can prioritize, delegate and coach a team. You value and enjoy team-based ideation and problem solving.
EXPERIENCE YOU BRING
- Leadership and Collaboration: Approachable and engaging leadership presence in a team-based environment where you prioritize, delegate, and ensure accountability. Experience as a retail supervisor leading a team and/or supervising others.
- Teaching/Coaching/Training: Excited to foster the development of team members with direct strategies to inspire and support for the betterment of the business. Can give and receive constructive and pointed feedback.
- Organization Skills: Proactive organizational skills and eye for detail and accuracy.
- Attention to Detail: Can complete tasks while demonstrating concern for all areas and people involved.
- Time Management: Ability to show up ready to work on time every day and meet deadlines or communicate issues cross-functionally.
- Adaptability/Ambiguity: Adaptability to changing situations and priorities while maintaining a positive workplace morale. Can pivot and encourage team engagement when things change.
- Communication: Effective communication skills, both written and verbal. Providing oversight to direct reports for day-to-day tasks and projects.
- Technical Learning: Adept with computer systems and onboarding new systems swiftly, with the ability to teach them to others.
- Problem Solving: Helpful and courteous approach to solving problems and invite innovative ideas.
- Emotional Intelligence: Ability to recognize, understand, and influence emotions of others. Can provide consistency in performance and demeanor and assist in conflict management.
PHYSICAL REQUIREMENTS
- Able to stand/walk for extended periods of time with working shifts up to 8 hours per day.
- Continually able to reach overhead, bend, squat, kneel and carry products necessary for customer service, inventory stocking, events, and store merchandising.
- Continually able to walk up and down a staircase carrying boxes, products, and other necessary items.
- Able to regularly perform store maintenance duties: sweep, vacuum, empty trash, clean.
- Able to safely lift up to 55 pounds.
- Comfortable climbing ladders.
SCHEDULE
Our stores are open seven days a week. The Kelowna B.C. Store’s current business hours are 11:00a-6:00p daily. Our current hiring needs are for 30-39 hours, five shifts a week, with open availability. It is common for our shifts to begin and end up to two hours before and after business hours. As a team member, you are expected to be flexible to the business and team needs. Team Leaders are expected to support the opening and closing of our stores and have a minimum availability of one opening shift and one closing shift per week, ensure staff required lunch and rest breaks are accommodated, and as business needs be available outside store hours to support the store.
Schedules can vary week-to-week, however, we are committed to supporting a healthy work-life balance, while still meeting the needs of our customers. Our consistent effort has been to post our store work schedules three weeks in advance to give our employees the opportunity to plan. You must report to work on time as well as align to other expectations in our Attendance Policy.
EMPLOYEE CONDUCT
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors. Clarify, educate, and hold ourselves accountable for embedding justice and antiracism throughout our work and culture.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
