Business Support Manager, NHC

Napoleon Products; Barrie; On-site; CAD 60,000 - 75,000; Full time

Job summary

A leading company in home comfort solutions is seeking a Business Support Manager to ensure smooth retail operations. This role involves overseeing customer service, procurement, and administrative activities to enhance operational efficiency and customer satisfaction. The successful candidate will manage inventory, vendor relations, and support the General Manager in achieving business goals.

Benefits

Medical, dental, and vision insurance

Retirement Savings Plan (RRSP/DPSP)

Life insurance and disability coverage

Employee Assistance Plan

Product Discounts

Qualifications

• 5 years of experience in retail operations, including 2 years in a supervisory role.
• Proven experience in purchasing and vendor management.

Responsibilities

• Oversee administrative operations and coordinate support across departments.
• Manage inventory workflows and enhance efficiency.
• Address escalated customer issues and complaints.

Skills

Leadership

Customer Service

Inventory Control

Financial Administration

Project Management

Education

High School Diploma/GED

Post-secondary education in Business Administration

Tools

Microsoft Office

Evosus

Job description

Napoleon Home Comfort is a premier provider of high-quality home comfort solutions, offering 15,500 square feet of world-class retail space designed to deliver an exceptional customer experience. Our state-of-the-art showroom showcases the complete line of Napoleon products and includes unique features such as BBQ cooking classes and an in-house Espresso Bar.

We are currently seeking a Business Support Manager to join our dynamic team. This role is critical in ensuring the smooth operation of our retail and service functions. The successful candidate will oversee administrative operations, coordinate support across departments, enhance efficiency, manage inventory workflows, support customer service, and maintain a well-organized work environment.

Title: Business Support Manager, NHC

Reports To: General Manager, NHC

Job Purpose: The Business Support Manager plays a key role in ensuring the efficient operation of the retail store by coordinating customer service, procurement, and administrative activities. This role is responsible for maintaining smooth day-to-day functions through effective task management, staff oversight, financial reporting, and systems support. Additionally, the position manages inventory, vendor relations, facility upkeep, and company assets. By working closely with the General Manager and cross-functional teams, the Business Support Manager helps drive operational excellence, enhances customer experience, and supports overall business goals.

Key Responsibilities:

• Delegate tasks and offers direction to customer service and procurement staff to ensure responsibilities are completed accurately and on time.
• Maintain effective coverage for customer service operations. Review and approve time entries in the HRIS for all customer service, procurement staff, and seasonal associates, verifying correct hours and time-off usage.
• Contribute to the hiring process for customer service and procurement roles and manage the setup and delivery of onboarding programs for all new hires.
• Supervise the performance of customer service and procurement associates. Provide feedback and coaching on their performance and conduct performance evaluations.
• Administer daily till procedures, including opening and closing, ensuring all transactions are accurately recorded. Identify and address any discrepancies promptly, post daily POS data for accounting and operational tracking, support month-end financial close activities, troubleshoot issues within the Evosus system.
• Partner with the corporate finance team to reconcile retail store transactions with central records. Investigate variances in sales, refunds, deposits, and vendor payments across systems.
• Evaluate, develop, and recommend improvements to office procedures and practices, providing support in the creation and implementation of standard operating procedures (SOPs), policies, and guidelines. Ensure all approved office procedures are clearly communicated, consistently followed, and reviewed annually.
• Oversee purchasing transactions and maintain accurate inventory records for materials and equipment. Reconcile purchases (e.g., TSSA invoices, VISA purchases, business/office supplies) in a timely manner. Source competitive pricing through quotes from suppliers and catalogs.
• Collaborate with the General Manager to determine appropriate seasonal inventory levels. Provide backup support for physical inventory counts, compare results with system records, and investigate and resolve any discrepancies.
• Administer phone systems, support the Evosus platform, oversee TV equipment, and manage all aspects of company cell phone use, including approvals, billing, and account maintenance.
• Manage fleet maintenance, ensuring all vehicles are properly serviced and maintained. Collect driver abstracts annually, manage insurance documentation, ensure up-to-date vehicle stickers, and maintain records for gas card usage.
• Handle store maintenance needs, working with external vendors and contractors for necessary repairs. Additional responsibilities include managing keys, handling alarm systems, contacting maintenance as needed, and supervising the use of the Home Depot card for store-related purchases.
• Oversee the uniform and teamwear program, ensuring compliance with company standards and budget guidelines while distributing clothing and managing NHC-branded clothing orders.
• Assist the General Manager to support the marketing and advertising team with administrative tasks.
• Provide comprehensive administrative support to the General Manager, including calendar management, phone call handling, and meeting coordination.
• Address escalated customer issues and complaints as part of the management team, ensuring timely and effective resolution.
• Serve as the on-site manager for large-scale events (e.g., Kempenfest) on a rotational basis. Support event operations, guide event staff, and resolve any customer-related concerns.
• Perform all other duties as assigned to support the business operations.

Education & Experience:

• High School Diploma/GED; Post-secondary education in Business Administration, Retail Management, Finance, or a related field is required
• A bachelor’s degree is preferred but not mandatory with equivalent work experience
• 5 years of progressive experience in retail operations, business administration, or a related field, including at least 2 years in a supervisory or leadership role
• Proven experience in purchasing, vendor management, and cost control, with a strong background in customer service operations and hands-on expertise in inventory control, reconciliation, and POS or inventory systems
• Project management, customer service, or financial administration is considered an asset
• Advanced level proficiency in Microsoft Office (Word, Excel, Powerpoint, Access, Outlook)

IGNITE YOUR CAREER, Some of our competitive benefits include:

• Competitive Compensation / Wages
• Medical, dental, and vision insurance
• Retirement Savings Plan (RRSP/DPSP)
• Life insurance and disability coverage
• Associate Purchase Programs, Product Discounts, In-house Sales
• Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
• Napoleon Cares – Associates helping Associates
• Employee Assistance Plan
• Napoleon Recognition Program
• And more!

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

We thank you for your interest in The Napoleon Group of Companies and for participating in our competition. Only those candidates selected for consideration will be contacted.