The Store Manager will be responsible for all functions of a Canada Goose retail location in Macau. Ultimately, he / she is responsible for the quantitative and qualitative Key Performance Indicators (KPI’s) of the store. He / She leads the store management team directly and is accountable for store performance in all areas – Store Financial Performance, People Management & Engagement, Customer Experience and Operational Excellence. He / She ensures that the respective location achieves its financial targets (revenue and profit). He / She creates an experience that allows customers to continuously conquer the outdoors. He / She drives operational efficiency. Finally, he / she leads and mentors the direct reports to ensure excellence in all areas and maintain Canada Goose’s expectations of quality and authenticity.
What You’ll Do
Store Financial Performance:
- Achieve or exceed sales targets including both the top and bottom line results
- Analyze performance metrics on an ongoing basis and leverage this information to maximize revenue and optimize costs for Canada Goose
- Analyze and react to the needs of the business, identify top sellers, slow sellers and fulfillment of merchandising strategy
Customer Experience:
- Ensure an outstanding customer experience and drive our Net Promoter Score (NPS)
- Elevate customer experience and drive respective location’s Units per Transaction (UPT) by actively introducing new, underperforming and strategic categories
- Resolve customer issue trends by investigating opportunities, developing solutions, preparing reports and coaching staff on managing similar challenges in the future
People Management & Engagement:
- Training on standard operating procedures; ensure brand ambassadors have the proper understanding of standard operating procedures (SOPs) and the potential impact on the business
- Motivate and inspire the Brand Ambassadors to create brand loyalty and inspire a positive store environment
- Coach and mentor direct reports to improve performance and develop future leaders; identify external talent for Canada Goose’s retail business
- Ensure an outstanding employee experience and drive Employee Engagement
Operational Excellence:
- Analyze and proactively react to inventory planning and maintain proper inventory metrics such as stock-ins, turnover, and flow
- Maintain loss prevention procedures that minimize unnecessary loss and increase security at store locations
- Management of payroll budgets to maximize productivity and enhance customer experience measured by Sales per hour (SPH)
- Performs store opening and closing procedures in alignment with company standards
- Regularly review company’s email and other communication tools to ensure applicable messages are shared with Brand Ambassadors and to act on those messages in a timely manner
- Other responsibilities may be added to meet the needs of the business
Experience, Education and Designations:
- At least 8 years of store management experience
- Experience working with affluent and luxury brands is an asset
- Previous Flagship or high-volume traffic experience is an asset
- Experience in maintaining operational excellence in retail stores (payroll, shrink management, inventory management, etc.)
- Experience with opening new stores
- Proven leadership qualities in developing and mentoring retail leaders
- Store profit and loss (P&L), payroll and expense management
Let’s Talk About You
- Leadership Skills- recruitment and development of talent (managers and brand ambassador levels)
- Strong grasp of presenting to groups and managing product knowledge (PK) sessions
- Solid understanding of retail math and using analytics in a business environment
- Operations specialist- driving performance through internal KPI’s
- Analytical driver with keen attention to detail
- Ability to stand for long periods of time and flexible to work retail hours (standard, peak and holiday)
- Strong time management and organizational skills, ability to multi-task in a fast-paced environment
- Solid knowledge and understanding of retail metrics
- Strong negotiation skills combined with an adaptable approach to selling
- Ability to establish and maintain strong interpersonal relationships
- Employee Development: leverage impactful development plans and performance management to collaboratively draw the best out of each employee.
- Excellent communication and interpersonal skills
- Self-motivated, able to work independently and know when to seek guidance
- Consistently exhibits Canada Goose’s Values, taking pride in being innovative, authentic, passionate, relentless, and entrepreneurial
- Advanced skills in Microsoft Office; specifically, Word and Excel
- Good command of English
- Fluent in Mandarin will be an advantage
