Customer Experience Lead

Join our team to achieve your full career potential!

We are proactive, outside the box thinkers and doers who stop at nothing to make the iconic Laura and Melanie Lyne brands shine!
Privately owned and based in Laval, Quebec, with a strong vision for innovation and optimizing the employee and client experiences, we continue to help generations of Canadian women to look and feel their best.

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

1. 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.

1. 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.

3. 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.

4. 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

• • 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)

Requirements

• • 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.

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.

Laura Canada is a family-owned retailer housing two iconic women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and sell our fashion collections across Canada.

We proudly employ over 2,000 dedicated team members and operate more than 140 retail store locations as well as operating laura.ca and melanielyne.com.

We attribute our success to the unwavering commitment of our teams to delivering outstanding customer experiences while embodying our shared values of integrity, respect, teamwork, performance, and passion.

At Laura Canada, we believe that delivering an outstanding customer experience is driven by our commitment to an outstanding employee experience.