Lead, Operations

Location: Milan, Milano ***** Italy Job Title: Lead, OperationsCanada Goose isn't like anything else.We've built something great, something special - an iconic brand with an inspirational and authentic story.At the heart of it is our promise to empower true exploration of all kinds.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 OverviewAs a key member of the store leadership team, the Lead – Operations is responsible for creating highly engaging customer journeys, helping cement Canada Goose as a luxury performance lifestyle brand.You embody Canadian Warmth, demonstrating expertise in every recommendation and conveying warmth in each interaction, bringing the guest journey to life.You are the ultimate champion for best-in-class service and are passionate about achieving excellence in support of all standard operating procedures (SOPs).You provide in-the-moment feedback to the team, always ensuring an elevated customer experience.You contribute to a positive and productive work environment by consistently achieving goals, championing the team, and supporting a profitable business.You are steward of Canada Goose's values and culture.What You'll DoLead, coach, and execute on all SOPs (e.g., stockroom standards, cleanliness standards, opening and closing procedures).Lead, coach, and ensure consistent use of strategic tools – communications platform, automated scheduling tool, payroll management, queue management, mobile devices, virtual appointment platform.Maintain back-of-house standards ensuring product is easily accessible.Support inventory needs and merchandise flow to ensure product availability.Champion loss prevention strategies in partnership with the Assistant Store Manager, aiming to reduce loss and increase profitability.Partner with key cross-functional teams to ensure the physical store space is maintained at the highest level.Deliver and model a superior customer service journey reflective of Canadian Warmth that translates into an exceptional Net Promoter Score (NPS).Ensure execution and maintenance of exceptional visual merchandising that is reflective of brand standards.Resolve customer issues through a customer-centric lens by investigating opportunities, developing solutions, and coaching the team on resolution of similar challenges in the future.Support the integration and optimization between the sales floor and back-of-house to ensure a seamless customer journey.Achieve or exceed sales targets including both the top and bottom-line results.Continuously analyze key performance indicators and support action plans that drive performance.Partner with store management to ensure the store has adequate resources to achieve and exceed performance goals (e.g., inventory, labour).Support a culture of talent development and ongoing education for the entire store team.Support an inclusive and diverse working environment.Lead, execute, and follow up on all educational initiatives and strategies.Actively coach and develop team members to improve performance and foster growth.Continuously coach behaviours that drive Brand Ambassador performance and enhance the customer journey.Inspire and maintain an outstanding employee experience and drive Employee Engagement.Maintain an open-door environment that encourages feedback and discourse.Support store management team in recruitment efforts aimed at building an external network of talent.Can step into ASM role as required.Let's Talk About You2–3 years of leadership experience in a related industryPrevious experience working with luxury lifestyle brands in flagship or high-volume traffic locationsExperience in guest relationship management toolsPayroll and expense management experienceSolid understanding of retail math and metrics; analytics to drive the businessGuest-experience enthusiast, driving performance through internal KPIsAnalytical driver with keen attention to detailAgile and able to quickly change course as neededAbility 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 environmentProficiency in another language is an assetWhat's in it For You?A company built on Canadian roots and heritageYour work is recognized with a comprehensive and competitive Total Rewards ProgramOpportunities for career growth through numerous internal and external programsRecognition and rewards via Goose Rewards & ICON RewardsBe a part of CG Gives: donation matching and paid volunteer time to help the organizations you care aboutAccess to tools and resources to support physical and mental health, embracing change and connecting with colleaguesInspiring leaders and colleagues who will lift you up and help you growAt Canada Goose, we believe that belonging goes beyond mere inclusion.It's about being part of a community that values, supports, and empowers you.We thrive when we can be our authentic selves.Our community is built on empathy and the understanding that every individual's experience is unique, and every voice is important.We also recognize that communities are ever-evolving, and that our work is never done.At Canada Goose, belonging is more than just an ideal—it's the key to unlocking our collective potential, taking us further together.Canada Goose is an equal-opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.#J-*****-Ljbffr