Lead, Experience

Canada Goose • New York, NY

2d • Onsite

About The Position

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.

Requirements

• 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-minded with the ability to analyze KPIs and retail metrics to identify opportunities and drive performance.
• Passionate about delivering exceptional guest experiences with a strong attention to detail.
• Proven ability to coach, motivate, and develop team members in a fast-paced environment.
• Agile and adaptable, with the ability to respond quickly to changing business needs and priorities.
• Excellent communication and relationship-building skills with the ability to influence and inspire others.
• Highly organized with strong time management and multitasking abilities.
• Flexible to work retail hours, including evenings, weekends, and holidays, and comfortable standing for extended periods.
• Additional language skills are considered an asset.

Responsibilities

• 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.

Benefits

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives . Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed