Team Leader, ROYALMOUNT Customer Experience

At Carbonleo, we're experience builders. Our large-scale real estate projects aim to create exceptional moments and sustainably improve the lives of the communities in which they are located - from an economic, human and environmental perspective. Want to help us achieve our goal? This role could be the right one for you!

Who We Are

Carbonleo is a company with a mission to create unparalleled experiences through innovative real estate projects that are at the forefront of international trends. Proudly based in Quebec, our private real estate development and management company is run by a team of people with numerous years of experience in real estate and retail industries.

Founded In 2012, Carbonleo Now Employs More Than 150 People, Who Work On Our Various Projects In The Greater Montreal Area, Including

• ROYALMOUNT, Montreal's newest shopping, dining, and entertainment destination, where connectivity, creativity, and sustainability converge in an incomparable way. This world-class district, located in the heart of the city, features 170 stores, 60 restaurants and cafes, an urban park and a public art trail. As well, ROYALMOUNT will soon become the largest LEED Gold-certified retail development in Canada;
• Quartier DIX30, the second largest multi-functional shopping center in Canada, located in Brossard;
• Four Seasons Hotel and Private Residences Montreal, a luxury accommodation and dining destination located in the heart of downtown.

What We Offer

• Full-time employment with a highly competitive salary;
• Comprehensive benefits, 80% of which are paid by the company, including an employee assistance program and access to virtual healthcare services;
• 3 weeks of vacation;
• Daily snacks available in-office;
• Bright, modern office space;
• A culture of intrapreneurship;
• A growing company with numerous opportunities for advancement.

THE POSITION

Under the supervision of the Royalmount Customer Experience Supervisor, the Team Leader is an integral part of the Customer Experience team and is responsible for the day-to-day coordination of activities in the Customer Experience area and the personalized shopping area-Salon Joséphine. This person's primary mission will be to provide service and build relationships with all Royalmount visitors, and more specifically with those in the personalized shopping area. The successful candidate will also be involved in organizing VIP events and implementing strategies aimed at customer development, with the goal of optimizing each customer's satisfaction during their visit.

Key Responsibilities

• Greet and assist customers upon their arrival with warmth and professionalism;
• Coordinate all daily activities in the personalized shopping area and private lounge - from welcoming customers with appointments to managing the bar's inventory;
• Support the Supervisor in day-to-day coordination; assign tasks and adjust priorities based on foot traffic, appointments, and operational needs;
• Support the Customer Experience Supervisor with all related tasks;
• In the Supervisor's absence, coordinate operations and the team according to delegated responsibilities;
• Anticipate customers' needs and provide them with personalized assistance and service through recommendations tailored to their preferences, while keeping them informed about the services and experiences available to them;
• Handle inquiries and resolve customer concerns promptly and courteously, maintaining a high level of customer satisfaction;
• Maintain an impeccable and elegant appearance in keeping with the upscale atmosphere of the shopping center;
• Collaborate with other staff members to ensure seamless service delivery and uphold the shopping center’s reputation as a premier destination for shopping, entertainment, and hospitality;
• Offer additional amenities such as complimentary refreshments, charging stations, and access to the private lounge to enhance the customer experience;
• Ensure the coordination of special requests from customers for personalized shopping, such as gift wrapping, catering services, experience bookings, delivery coordination, etc.;
• Stay informed about industry trends, new product launches, and upcoming events at our retailers;
• Strictly maintain confidentiality and discretion when handling customers' personal information.

OUR IDEAL CANDIDATE

• Proven experience in a high-end customer service coordination role, preferably in the luxury retail, hospitality, tourism, events, or related industries;
• Strong interpersonal and communication skills, both verbal and written;
• Ability to anticipate the needs of VIP clients and to resolve problems;
• Empathetic individual with strong organizational skills and a sense of initiative;
• Knowledge of trends in the luxury retail industry, the competition, and best practices in customer service;
• Flexibility to work evenings, weekends, and holidays as needed;
• Training in hospitality, tourism, or event management is a plus;
• Full proficiency in French and English, both spoken and written. Proficiency in English is required due to the large number of English-speaking customers - both local and international - who will visit our shopping center.

Carbonleo is proud to have been a certified B Corp since 2023, a commitment that reflects our dedication to operating according to the most rigorous social and environmental standards and to making a positive impact on our employees, partners, and communities. Sustainability is an integral part of our mission and guides our decisions across our projects, partnerships, and corporate culture. We are committed to creating workplaces characterized by respect, diversity, equity, and inclusion, and we implement practices designed to support the development, equity, and well-being of our team.

Diversity, equity and inclusion are a top priorities

At Carbonleo, we are proud ambassadors of employment equity, and prohibit discrimination based on age, skin color, origins, religion, sex, sexual orientation, or any other characteristic protected by federal, provincial, and municipal laws. We are committed to creating and maintaining an accessible and inclusive workplace. If we contact you for an interview, and you require any special support, please do not hesitate to let us know.