GUEST EXPERIENCE MANAGER (GEM)The Latest Scoop (TLS)WHO WE ARE
Founded in 2004, The Latest Scoop (TLS) is a Vancouver-based, female-owned lifestyle concept store. We curate a distinctive mix of fashion, home décor, accessories, footwear, stationery, and gifts within a beautiful, layered, and textural retail environment. With a loyal, cult-like following and a growing national presence across Canada, our purpose is to Bring Joy.
POSITION SUMMARY
The Guest Experience Manager (GEM) is the heartbeat of the sales floor. You are responsible for orchestrating the guest experience in real time by energizing the team, driving floor awareness, and ensuring every guest interaction feels elevated, personal, and joyful. Working in close partnership with the Store Manager, the GEM translates business priorities into action on the floor and plays a critical role in coaching selling behaviors, service standards, and team momentum.
WHO YOU ARE
· A confident, people-first leader who thrives on the sales floor
· Energized by guest connection, styling, and service excellence
· Comfortable expressing personal style and individuality to inspire others
· A strong communicator who can motivate, coach, and align a team in real time
· Detail-aware, adaptable, and calm under pressure in fast-paced environments
· Fosters a culture real-time feedback that fuels growth, performance, and excellence.
OUR CULTURE
Our sales culture lives through our Purpose, Core Values, and Guiding Principles. Through our industry-recognized Scoop Training Academy, we equip our leaders with the tools to deliver the guest experience TLS is known for. We reward performance, teamwork, and joy through incentives, development opportunities, and a culture that celebrates individuality and collective success.
OUR CORE VALUES
· **GIVE A SH*T** – Care deeply about the details, take ownership, follow through on commitments, and deliver meaningful results.
· BE GENUINE – Create real connections through honesty, empathy, and authentic leadership.
· EMBRACE INDIVIDUALITY – Celebrate what makes people unique and turn individuality into confidence, creativity, and connection.
· RADIATE ENERGY – Bring contagious energy and intention that lifts the team and elevates the guest experience.
· GO TEAM SCOOP – Win together through collaboration, support, and shared accountability.
WHAT SUCCESS LOOKS LIKE –
Leads the floor with strong presence and awareness, managing guest flow, team energy, and selling momentum.
Creates elevated guest experiences by modeling genuine connection, confident styling, and exceptional service.
Drives team performance in real time by coaching Style Advisors through the Six Steps of Scoop Selling.
Maintains strong floor awareness using effective GEM practices, including Figure 8 movement and zone coverage.
Aligns and motivates the team through intentional Chat In / Chat Out communication, reinforcing goals, product knowledge, and wins.
KEY RESPONSIBILITIES & ACCOUNTABILITY AREASGUEST EXPERIENCE & FLOOR LEADERSHIP
· Lead the sales floor with presence, awareness, and energy during assigned shifts.
· Maintain strong Figure 8 floor movement to ensure full awareness of guests, team members, and store zones.
· Actively manage guest flow and team positioning to support service and selling opportunities.
· Model elevated service, confident styling, and genuine guest connection.
· Resolve guest concerns with confidence, care, and professionalism
SELLING EXCELLENCE & COACHING
Coach and reinforce the Six Steps of Scoop Selling in real time.
Support Style Advisors in building confidence through styling, product knowledge, and service.
Deliver meaningful Chat In / Chat Out communication to align the team on goals, product stories, and performance.
Recognize wins/opportunities and provide actionable feedback to improve selling behaviors
Use GEM assessment tools to support team development and performance growth.
TEAM COMMUNICATION & COLLABORATION
· Own communication flow on the floor to ensure clarity and alignment
· Partner closely with the Store Manager to execute daily priorities
· Support onboarding and development of new team members
· Contribute to a high-performance, team-driven culture
VISUAL & BRAND STANDARDS
· Ensure the sales floor reflects TLS visual and brand standards at all times
· Maintain strong attention to detail in presentation and product storytelling
· Lead by example through personal styling and professionalism
GUIDING PRINCIPLES
· We believe exceptional leadership drives exceptional results
· We believe customer loyalty is the foundation of success
· We promote the financial success of each store and the company as a whole
· We create environments where teams can achieve personal and career growth
· We act with honesty, care, and integrity in all interactions
Scoop Benefits
· Join a fashion-forward, values-led team that celebrates individuality
· Gain industry-leading development through the Scoop Training Academy
· Thrive in a high-energy, people-first retail environment
· Access performance-based incentives and growth opportunities
PERFORMANCE EVALUATION
Performance is evaluated using the accountability areas above, combining results from the Six Steps of Scoop Selling (6SSS) Assessment tool, the GEM Assessment Tool, and demonstrated alignment with TLS Core Values.
Job Types: Full-time, Part-time
Pay: $18.50-$20.00 per hour
Benefits:
Work Location: In person
