Reports to:Assistant Manager, Guest ServicesDepartment:NAM - Guest ServicesLocation:Vancouver, B.C. (North Vancouver office, hybrid schedule possible)Your Opportunity at ARC’TERYXAs 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 do what is right.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.Meet Your Future TeamThe 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.Key ActivitiesLead and coach a team of Representatives towards high performance through an individual strengths lens and help them set annual objectives.Connect with each team member weekly in individual check‑ins.Supervise and coordinate day‑to‑day operations of your Guest Services team, ensuring all team members are set up for success to hit service level goals.Collaborate with supervisors and the Guest Services Manager to ensure consistency between teams.Assist with questions from representatives and support the resolution of escalated issues when needed.Troubleshoot system errors that may arise in conjunction with our technology teams.Cultivate a culture of high performance, managing and improving your team’s performance of core department metrics (KPIs).Generate reports and audit service levels.Write and conduct formal annual performance appraisals for your team.Participate in various personnel actions, including performance improvement plans, corrective actions,



promotions, and terminations.Collaborate with the Guest Services Scheduling team to build daily schedules that accommodate anticipated contact volume and workload/forecast shifts.Coach your team to deliver high‑quality, guest‑centric interactions that align with brand tone and our Quality Assurance standards.Encourage comfort and confidence with engagement in order processes and support team members through coaching or shadowing.Guide and lead your team through departmental improvements and evolution.Create and develop French language resources to support team operations, training, and communications.Future OpportunitiesSupport leadership and cross‑functional partners by taking on additional tasks such as leading meetings, assisting with training, and building communication.Provide insights on various projects through meetings, user acceptance testing and change management.Contribute to the development of new measurements to improve service levels and document standard operating procedures.Support team growth with interviewing, hiring and onboarding new representatives.Facilitate French language interviews to assess candidate qualifications and language proficiency.Plan and design employee engagement initiatives, including monthly incentives and recognition programs.Candidate ProfilePrevious 2+ years’ experience leading a team of 8‑15 individuals or equivalent level of education or experience in leadership or coaching.3+ years’ experience in a Contact Centre Service environment.Experience driving employee engagement and recognition programs.Fluent in French and English (read, write,



speak).Excellent communication skills and ability to coach in both languages.Post‑secondary education in a related field or combination of related experience.Excellent at giving and receiving feedback; comfortable having coaching conversations at all levels.Sets the standard of performance through personal example.Highly flexible and adaptable.Sets explicit vision, aligns team around common objectives, and fosters commitment.Proactive in identifying root cause of issues and developing solutions.Inspires breakthrough thinking and continuous improvement.Experienced in navigating difficult conversations.Highly effective verbal and written communication skills.Strong interpersonal communication skills.Effective problem‑solver.Strong attention to detail.Balances autonomy and collaboration.Proficient in Microsoft Office, particularly Excel; ideally familiarity with Salesforce, Calabrio or similar systems.Knowledge of Arc’teryx products and/or other outdoor related products.Passion for outdoor activity.ExpectationsWork 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 such times, timeoff will not be approved.Employees are expected to be available in office five days a week for all training (approximately first two months) and should work with their people leader if adjustments are needed.Dates and hybrid schedule are subject to change based on business need and operational requirements.Salary : CAD$71,000 – CAD$89,000 per year.Equal OpportunityArc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.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)
🏢 Arcteryx
📍 Winnipeg