Department: Commercial – Guest Services
Reports to: VP, Guest Services
Location: North Vancouver, B.C.
Your Opportunity at ARC’TERYX:
As the Director, Guest Services you will play a pivotal role in shaping our guest experience, ensuring that all Guest Services operations, processes, and technologies not only meet but exceed the expectations of both internal and external stakeholders. Through visionary leadership and strategic direction, you champion our Guest Services journey, inspiring and implementing key initiatives to achieve our business objectives and align with our forward-looking aspirations. Your passion for people-first leadership, development, and a fast-paced, high-growth environment will drive excellence in guest experience at every touchpoint.
This role is based out of our North Vancouver office and is open to a hybrid work arrangement.
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 around the world.
If you were the Director, Guest Services now, here are some of the core activities you would be doing:
Developing and implementing a 5 year strategy, roadmap and goals for success to create a best-in-class guest experience
Partnering with regional stakeholders to implement global experience standards and elevate regional execution
Leading, coaching, and developing a large and growing team of leaders, managers, and individual contributors; building a pipeline of talent within the Guest Services organization and for the broader company
Overseeing all areas of the Guest Services operation including Guest Services, After Sales, recruiting and training, guest experience, and operations
Driving Guest Services operations by identifying areas for improved service outcomes and representative experience; including but not limited to new capabilities, self-service, automation, and product improvement
Driving business improvements through coordinated inter-departmental planning and fostering cross-functional collaboration
Developing and implementing service objectives and programs and monitoring success
Ensuring key business indicators are met and exceeded through the development of strategies focusing on guest experience, rep experience, and operational excellence
Developing, negotiating, and maintaining essential third-party relationships to support business requirements
Developing and managing budgets in line with departmental and business objectives, partnering with workforce management and P&C to proactively plan headcount and team requirements
Analyzing market opportunities and developing plans to enhance the company’s service offerings
Supporting the VP, Guest Services with projects/initiatives as required
Here are some of the things you could be working on in the future:
Pioneering initiatives that leverage AI and digital channels to create the future of premium guest experience
Spearheading our global service strategy to enhance global brand consistency in every local market
Overseeing guest journey mapping to identify unmet guest needs, optimization opportunities, and areas to exceed guest expectations and drive loyalty
Are you our next Director, Guest Services?
You have a bachelor’s degree in business, commerce or a related field
You have 10+ years outdoor industry experience in fast-paced, high growth customer service operation, including 5+ years at senior management level
You are a strong leader and communicator with a passion for delivering excellent customer service
You have proven business acumen, team building and project management skills
You have excellent interpersonal and communication skills, capable of motivating and engaging diverse teams
You are able to gain and maintain respect while engaging and motivating others
You are a creative problem solver with excellent time management skills
You have the ability to travel, as required
You set a clear vision, align your team around common objectives, and foster commitment to these objectives
You are proactive in identifying the root cause of issues and developing solutions
You remain highly flexible and adaptable when faced with ambiguity
You effectively balance autonomy and collaboration
You inspire breakthrough thinking and continuous improvement
You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do what is right
Your passion for your work is paralleled by your passion for getting outside and living it
$146,000 - $182,000 a year
A reasonable estimate of the pay range is $146,000 - $182,000 CAD at the time of this posting. Within the range, individual pay is determined by factors such as job-related skills, relevant experience, education and/or training.
Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.
Equal Opportunity
Arc’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.
Design your Purpose. Live our Values.
DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.
COMMIT. Set and deliver on bold objectives as we collectively raise the bar.
LIVE IT. Deepen your connection to nature and live your most purposeful life.
LEAVE IT BETTER. Create a better world, together.
