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Retail Operations Manager
7 months ago
The Retail Manager contributes to the success of the store by providing a consistent retail floor presence and direct support to the Department Managers. He/she is responsible for ensuring that the retail floor consistently meets performance expectations in terms of customer experience and retail execution. This role involves a close working relationship with the Dealer, General Manager, and Department Managers.
Responsibilities and Tasks
Customer Service
- Encourages and maintains a culture that values an excellent customer experience to all customers through effective training, supervision, coaching and performance management.
- Constantly reinforces the need to prioritize customers and sets up realistic expectations on task delivery through retail metrics.
- Provides a strong floor presence and interfaces regularly with customers to assess customer experience.
- Leads by example by consistently delivers an excellent customer experience.
- Responds to formal complaints in order to maintain customer loyalty at the highest possible level.
- Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
- Implements and follows store policies and procedures that deliver a high quality customer experience.
Operations
- Recruits, develops, motivates, recognizes and holds the Team accountable to meet established objectives and targets for sales and profitability in their respective departments.
- Monitors and improves the productivity of the entire Team through strong communication, motivation, team building and effective scheduling.
- Plans, organizes, delegates and follows up on work and projects on the retail floor in order to achieve and measure team goals.
- Holds the Department Managers accountable for the training and development of all staff.
- Is accountable to achieve sales goals, productivity and customer experience targets set by the Associate Dealer and/or General Manager.
- Constantly reviews processes and procedures to ensure excellent retail execution, customer experience, sales and profitability.
- Coaches and encourages Department Managers on learning new management and leadership skills. Regularly provides informal and constructive feedback.
- Helps develop and implements all store policies and procedures and spends sufficient time with Department Managers to keep them current on new store policies and procedures.
- Ensures there is a training structure and that professional development strategies are implemented within the store.
- Participates in training and ensures team members training is completed on time, as required (including Canadian Tire University training).
- Communicates and ensures compliance with company, store and department policies, as well as health and safety programs and regulations.
- Maintains and promotes safety and security procedures and ensures team member compliance.
- Maintains the utmost in professional appearance, communications and standards.
- Organizes and conducts regular Management and team meetings.
- Builds and maintains rapport with internal and external customers or vendors as required.
- Performs other duties, as required.
**Requirements**:
- Leadership and managerial experience in the retail, hospitality, food service or similar industries.
- Good working knowledge of each department’s products and functions.
- Current driver’s license in good standing
- The ability to work evenings (until 9:30 pm) and weekends (every second one)
- Must be comfortable operating a Forklift - training will be provided
- Must be comfortable working at heights (up to 14ft off the ground)
Potential Career Opportunities
- Next levels: General Manager and Associate Dealer.
- Other retail, customer service and management opportunities in a large network of more than 485 Canadian Tire Stores across the country.
- Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark’s, FGL Sports Ltd, Canadian Tire Corporation Limited and Canadian Tire Financial Services).
Physical Demands and Working Conditions
In compliance with the store’s Health and Safety Policies and Procedures:
- Standing/walking for 8 hours.
- Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from “light” to “heavy”.
- Lifting and turning repeatedly throughout the shift.
- Lifting above the shoulder, from floor to shoulder and floor to waist.
- Walking and carrying at the same time & pushing/pulling as required.
- Twisting, turning, reaching and working above shoulder level.
