Assistant Manager

Mark's Work Wearhouse Ltd.; Hamilton; On-site; CAD 40,000 - 60,000; Full time

Job summary

A prominent retail company in Hamilton, Ontario, is seeking a Customer Service Leader to enhance team performance and operational efficiency. The role involves leading B2B functions, coaching staff, and ensuring exceptional customer service. The ideal candidate has 3-5 years of retail experience, possesses strong communication skills, and can effectively manage team development. This position offers a dynamic work environment focused on team empowerment and customer satisfaction.

Qualifications

• 3-5 years of retail experience required.
• Proven ability to coach, mentor, and develop teams.
• Exceptional communication and organizational skills.

Responsibilities

• Leads the B2B Mark’s Commercial Business function.
• Provides leadership to the team and ensures service model standards.
• Assumes responsibility for operations in the absence of the Store Manager.

Skills

Coaching and mentoring

Communication skills

Organizational skills

Team motivation

Retail experience

Job description

What you’ll do

Customer Service

• Provides leadership to the team, consistently coaches, and follows up to ensure the delivery of the service model standards are provided to each customer.
• Leads the B2B Mark’s Commercial Business function including order entry and management and coaching team to ensure accurate and timely ordering and delivery to customers.
• Provides an exceptional omni-channel experience by offering in-store eCommerce sales and fulfilling eCommerce orders within defined service levels.
• Supports the customer experience through timely processing and movement of inventory to the sales floor.

Operations

• Implements, communicates, and ensures compliance with all operating procedures, processes, and policies.
• Manages scheduling and follow-up of shipping/receiving, eCommerce fulfillment operations, cash management, and operations systems & compliance.
• Assists in the preparation and execution of annual inventories.
• Follows and ensures compliance with all corporate LP, cash, audit, and OH&S policies and procedures.
• Assumes responsibility for all store operations in the absence of the Store Manager.

Training

• Provides leadership to the team and consistently coaches and follows up to ensure the delivery of the service model standards to each customer.
• Creates and communicates the execution of the Daily Game Plan for operational activities.
• Communicates clearly and concisely to the team, leading effective shift starter meetings and coaching sessions.
• Follows up with the team to complete required training within designated timeframes.

Leadership

• Acts as a brand ambassador by promoting brands and culture.
• Motivates the team and enhances performance through recognition programs, store contests, customer compliments, etc.
• Maintains Mark’s performance management expectations, including progressive discipline where necessary.
• Follows the disciplinary process consistently and impartially.
• Promotes and maintains a positive, inclusive, and empowering work environment.

What you’ll bring

• Proven ability to coach, mentor, and develop department and store teams through setting expectations, communication, coaching, feedback, and ongoing support.
• Ability to build and manage a daily and weekly plan for the department and store.
• Exceptional communication and organizational skills.
• Strong training and mentoring skills.
• 3-5 years of retail experience required.
• High energy, enthusiasm, and a drive to succeed.
• Basic computer skills required.

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