Department: NAM - Guest ServicesReports to: Assistant Manager, Guest ServicesLocation: Vancouver, B.C.Your Opportunity at ARC’TERYX:As Guest Services Supervisor – Bilingual, you will build a high‑performing team of Guest Services Representatives. Using a solution mindset, you will coach your team to consistently exceed the needs of our guests through superior product knowledge and service.In collaboration with a team of Supervisors, you will play a key role in implementing new processes to pursue our service objectives supporting the broader Guest Services team. As a leader, you will remain highly flexible and adaptable, seeking the best (sometimes not the easiest) solutions, with an unwavering commitment to doing what is right.This role is based out of our North Vancouver office and may be open to a hybrid work schedule depending on business needs and per department policy. For more details, please review the Expectations section at the end of the job description.Meet Your Future Team:The Arc’teryx Guest Services and After‑Sales team offers a service that is authentic, professional and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand in our epicenter cities and around the world.If you were the Guest Services Supervisor - Bilingual now, here are some of the core activities you would be doing:Leading and coaching a team of Representatives towards high performance through an individual strengths lens and helping them set annual objectivesConnecting with each team member weekly in individual check‑insSupervising and coordinating the day‑to‑day operations of your Guest Services team, ensuring all team members are set up for success to hit our service level goalsCollaborating with other supervisors and the Manager’s Guest Services to ensure consistency between teamsAssisting with questions from representatives and supporting in the resolution of escalated issues if neededTroubleshooting system errors that may arise in conjunction with our technology teamsCultivating a culture of high performance,



managing and improving your team’s performance of core department metrics KPIsGenerating reports and auditing service levelsWriting and conducting formal annual performance appraisals for your teamParticipating in various personnel actions, including performance improvement plans, corrective actions, promotions, and terminationsCollaborating with the Guest Services Scheduling team to build daily schedules that accommodate anticipated contact volume and workload/forecast shiftsCoaching your team to deliver high‑quality, guest‑centric interactions that align with brand tone and our Quality Assurance standardsEncouraging comfort and confidence with order process engagement and supporting team members through coaching or shadowingGuiding and leading your team through departmental improvements and evolutionCreating and developing French language resources to support team operations, training, and communicationsHere are some of the things you could be working on in the future:Stretching your support in collaboration with leadership and cross‑functional partners by taking on additional tasks such as leading meetings, assisting with training and building communicationProviding valuable insights on various projects through meetings, user acceptance testing and change managementContributing to the development of new measurements to improve service levels and document standard operating proceduresSupporting the growth of the team with interviewing, hiring and onboarding new representativesFacilitating French language interviews to assess candidate qualifications and language proficiencyPlanning and designing employee engagement initiatives, including monthly incentives and recognition programsAre you our next Guest Services Supervisor - BilingualPrevious 2+ years of experience leading a team of 8‑15 individuals or equivalent level of education or experience in leadership or coaching3+ years of experience in a Contact Centre Service environmentExperience driving employee engagement and recognition programsAbility to read,



write, fluently speak and understand both the French and English languageExcellent communication skills and the ability to coach in both French and EnglishPost‑secondary education in a related field or a combination of related experienceExcels at giving and receiving feedback and comfortable having coaching conversations at all levels of the organizationSets the standard of performance through personal exampleHighly versatile and adaptableSets a clear vision, aligns team around common objectives, and fosters commitment to these objectivesProactive in identifying root cause of issues and developing solutionsInspires breakthrough thinking and continuous improvementExperienced in navigating difficult conversationsHigh‑effective verbal and written communication skillsStrong interpersonal communication skillsEffective problem‑solverExcellent attention to detailBalances autonomy and collaboration effectivelyProficient in Microsoft Office, especially Excel; ideally knowledgeof Salesforce, Calabrio or similar systemsKnowledge of Arc’teryx products and/or other outdoor related productsPassion for work parallel to passion for getting outside and living itExpectations:In this role, you will be expected to work a minimum of three days per week in‑office, following a set hybrid schedule as determined by the department.Blackout dates apply during peak periods, during which time off will not be approved:November 16 to December 18; January 4 to January 8.November 24 to December 5, all team members are required to be in office full‑time.Additionally, employees are expected to be available in office five days a week for all training (approximately the first two months) and should work with their people leader if adjustments need to be made.*Dates and hybrid schedule are subject to change based on business need and operational requirements.$71,000 - $89,000 a yearEqual OpportunityArc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.#J-18808-Ljbffr

📌 Guest Services Supervisor - Bilingual - C$71,000 - C$89,000 A Year (Winnipeg)
🏢 Arc'teryx
📍 Winnipeg