Customer Experience Lead - Key Holder

📌 Core Information

🔹 Job Title: Customer Experience Lead - Key Holder

🔹 Company: Laura Canada

🔹 Location: St. John's, Newfoundland and Labrador, Canada

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Maintaining high standards of customer service and product knowledge.
• Coaching and developing team members.
• Assisting the Store Manager in business management.
• Contributing to achieving key financial objectives.

ASSUMPTION: This role is likely geared towards those with a passion for retail and customer satisfaction, assuming proactive engagement with both team members and customers is crucial.

📋 Key Responsibilities

✅ Observe and coach team members to uphold customer service standards.

✅ Act as a role model by providing exemplary customer service.

✅ Build and maintain a personal clientele using available tools.

✅ Demonstrate and coach fashion trends and product knowledge.

✅ Foster an engaging store environment.

✅ Monitor sales floor and traffic trends, react promptly to changes.

✅ Assist the Store Manager in executing visual and marketing directives.

✅ Contribute to key financial goals related to sales, closing ratios, and product transactions.

ASSUMPTION: Assumes the Customer Experience Lead shares responsibilities with the Store Manager in maintaining store standards and team performance.

🎯 Required Qualifications

Education: Not specified

Experience: Minimum of 1 year in retail (experience as a Sales Associate preferred)

Required Skills:

• Customer service excellence
• Leadership and coaching ability
• Effective communication and interpersonal skills

Preferred Skills:

• Knowledge of fashion trends and products
• French or bilingual language skills

ASSUMPTION: The emphasis on fashion knowledge suggests a preference for candidates with an innate interest in fashion and current trends.

💰 Compensation & Benefits

Salary Range: Not specified, but competitive with industry standards for retail roles

Benefits:

• Access to employee discounts
• Career growth opportunities
• Inclusive and dynamic work environment

Working Hours: 40 hours per week, with potential flexibility depending on store needs

ASSUMPTION: Benefits are assumed to align with typical retail offerings, focusing on career growth and employee well-being.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, specializing in women's fashion

Company Size: 1,001-5,000 employees, suggesting a well-established company with ample resources and support for personal development

Founded: 1930

Company Description:

• Operates Laura and Melanie Lyne brands
• Supports over 140 stores across Canada
• Committed to delivering exceptional customer and employee experiences

Company Specialties:

• Retail and fashion
• E-commerce and sales
• Innovative design and marketing

Company Website: http://www.laura.ca

ASSUMPTION: The company's family-owned nature suggests a potentially more personal and cohesive team environment.

📊 Role Analysis

Career Level: Entry-level to early career, ideal for building leadership experience

Reporting Structure: Reports directly to the Store Manager

Work Arrangement: Fully on-site

Growth Opportunities:

• Potential to advance to higher managerial roles
• Opportunity to enhance leadership and fashion retail skills
• In-depth exposure to business management operations

ASSUMPTION: Role is designed to build foundational skills in customer experience leadership and retail management.

🌍 Location & Work Environment

Office Type: Retail store environment

Office Location(s): Specific to store in St. John's, Newfoundland, and Labrador

Geographic Context:

• Strong retail presence in major areas
• Potential for rich cultural and fashion engagement in the local community
• Access to various transportation and logistics networks

Work Schedule: Standard retail hours, include weekends and holiday shifts

ASSUMPTION: Assumes a vibrant, customer-focused work environment typical for leading retailers.

💼 Interview & Application Insights

Typical Process:

• Online application submission via company website
• Initial phone or video screening interview
• In-person interview with Store Manager and/or other key team members

Key Assessment Areas:

• Customer service approach and aptitude
• Leadership and team orientation
• Fashion knowledge and trend awareness

Application Tips:

• Highlight retail and customer service experience
• Showcase your interest in fashion trends
• Prepare examples of leadership in action

ATS Keywords: Customer Service, Leadership, Retail Management, Fashion

ASSUMPTION: The process assumedly prioritizes candidates who demonstrate a genuine enthusiasm for retail and fashion.

🛠️ Tools & Technologies

• Point of Sale (POS) software
• Customer Relationship Management (CRM) tools
• Retail analytics software

ASSUMPTION: Tools listed align with typical retail store operations for customer and sales management.

👔 Cultural Fit Considerations

Company Values:

• Integrity and respect
• Teamwork and performance
• Passion for customer satisfaction

Work Style:

• Proactive and engaged
• Team-oriented with a focus on collaboration
• Flexible and adaptive to fast-paced retail dynamics

Self-Assessment Questions:

• How do you handle challenging customer interactions?
• What strategies do you use to keep a team motivated?
• How do you stay updated with the latest fashion trends?

ASSUMPTION: Cultural fit assumes alignment with the company’s dedication to exceptional experiences and teamwork.

⚠️ Potential Challenges

• Managing retail operations during peak shopping times
• Adapting to fast-paced environment with changing customer needs
• Handling multi-tasking within dynamic retail settings
• Balancing customer satisfaction with sales targets

ASSUMPTION: Challenges are typical of retail environments where customer interaction and team coordination are pivotal.

📈 Similar Roles Comparison

• Greater customer interaction focus compared to merchandising roles
• More leadership opportunities than entry-level retail positions
• In-depth hands-on management compared to back-office retail roles

ASSUMPTION: The role is similar to retail management positions but places a stronger emphasis on customer experience leadership.

📝 Sample Projects

• Organizing a seasonal store event to boost sales
• Leading a team training session on customer service excellence
• Executing a new visual merchandising campaign

ASSUMPTION: Projects involve practical retail and customer engagement initiatives aligned with the role’s core functions.

❓ Key Questions to Ask During Interview

• How does Laura Canada support employee growth in-store roles?
• What are the most successful customer engagement strategies used here?
• How is performance evaluated for key holders?
• What impact has your loyalty program had on customer retention?
• How does the team collaborate across different store locations?

ASSUMPTION: Key questions are designed to discern company culture, operational insights, and growth opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight relevant skills and experiences.
• Tailor your cover letter to emphasize your passion for fashion and customer service.
• Ensure you meet the language requirements if applicable (English/French).
• Be ready for potential interview calls and screenings post-application.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.