Lead, Experience at Canada Goose in New York, NY

Job description

Location: Fifth Avenue Address: 689 5th Avenue New York, New York 10019 United States of America Job Title: Lead, Experience Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by our purpose to embolden explorers and preserve the planet they roam. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people. Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking. Position Overview: As a key member of the store leadership team, the Lead, Experience is the champion of the guest journey and a role model for service excellence. You bring Canadian Warmth to life in every interaction, inspiring your team to deliver elevated experiences that strengthen client relationships and reflect the Canada Goose brand. Through leadership on the selling floor, real-time coaching, and a passion for people development, you create an environment where guests feel valued, teams feel empowered, and business results thrive. As a steward of our values and culture, you help drive performance across guest experience, talent development, operational excellence, and sales. What You’ll Do: Embody and champion Canadian Warmth, delivering exceptional guest experiences and inspiring your team to do the same. Lead the selling floor by coaching and modeling luxury service and selling behaviors that strengthen results and deepen guest connections. Foster a culture of clienteling, ensuring Brand Ambassadors build meaningful relationships and deliver elevated experiences for top clients. Monitor key guest experience and sales performance metrics, leveraging insights to identify opportunities and drive continuous improvement. Resolve guest concerns with empathy and a solutions-focused mindset while coaching the team on best-in-class service recovery. Create a positive, inclusive, and high-performing team culture where collaboration, learning, and open communication thrive. Coach, mentor, and develop team members through ongoing feedback, recognition, and in-the-moment training. Lead and reinforce educational initiatives that strengthen product knowledge, service excellence, and selling capabilities. Support employee engagement by fostering an environment where all team members feel valued, heard, and empowered to grow. Partner with store leadership on talent attraction and recruitment efforts to build a strong and diverse pipeline of future talent. Champion the consistent use of key store tools and platforms, including communication, payroll, learning, queue management, and virtual appointment systems. Partner with cross-functional teams to maintain an exceptional store environment that reflects the standards of a luxury lifestyle brand. Ensure operational processes are executed consistently and support a seamless experience for both guests and employees. Achieve or exceed sales and profitability goals while supporting the overall success of the store. Analyze business performance and support action plans that drive sales, productivity, and guest experience outcomes. Collaborate with store leadership to ensure appropriate inventory, labour, and operational resources are in place to support business objectives Let’s Talk About You 2-3 years of leadership experience in retail, hospitality, or a related customer-focused industry Experience working in luxury, premium, or high-volume retail environments, ideally within a flagship location. Strong understanding of clienteling, guest experience, and customer relationship management tools. Business-minde