Department Manager, Member Experience (Full Time)

Mountain-Equipment-Company-; Ottawa; On-site; CAD 48,000 - 60,000; Full time

Job summary

Mountain Equipment Co-op seeks a Department Manager, Member Experience in Ottawa to lead frontline teams across the sales floor, Cash and Member Service Desk, and Tech Service Shop. You’ll coach in real time, model MEC’s service standards, and resolve member needs on the floor.

You’ll partner with the AGM and Senior Staff to drive community connections, store goals, and a positive, inclusive culture while guiding scheduling and operational execution.

Qualifications

• 1–3 years of experience leading frontline, member-facing teams.
• Strong floor leadership and real-time coaching abilities.
• Ability to interpret service and sales KPIs and act on insights.

Responsibilities

• Lead the Member Experience on the sales floor, Cash and Service Desk.
• Coach teams through real-time observation and feedback.
• Ensure consistent service delivery and elevated member experiences.
• Partner with senior staff to drive store goals and culture.

Skills

Frontline leadership

Coaching on floor

KPIs interpretation

Job description

Department Manager, Member Experience (Full Time)

Regular Non-Exempt Non-Exempt Ottawa Store, Ottawa, ON, CA

Salary Range: $48,100.00 To $60,200.00 Annually

Why Join MEC

At MEC, our purpose is to equip people for a lifetime of great outdoor experiences and adventure. Our home is on the trail-and everything we do is grounded in a deep belief in the power of the outdoors to build confidence, connection, and community.

What sets MEC apart is our deep expertise, thoughtful product curation, and strong community connection, all focused on serving our members. Our teams bring lived outdoor experience and product knowledge to every interaction, helping members find the right gear and guidance for where they're going next. We curate products with intention-and prioritizing quality, performance, andsustainability-and so members can trust what they buy and how it's made. And we show up in our communities through local partnerships, events, and shared outdoor experiences that extend far beyond our store walls.

We're a people-first organization, grounded in our values of respect, integrity, inclusivity, collaboration, and accountability. Our leaders play a hands-on role in bringing these values and differentiators to life-building strong teams, leading with care and clarity, and ensuring every decision supports meaningful experiences for our members, our staff, and the places we love to explore.

The Opportunity

As the Department Manager, Member Experience, you are a key store leader responsible for delivering exceptional member experiences across the sales floor, Cash and Member Service Desk, and Tech Service Shop.

Reporting to the General Manager, you lead and develop frontline teams, strengthen community connections, and ensure consistent execution of service and operational standards. You are highly visible on the floor-coaching in the moment, supporting teams, resolving member needs, and making sound, real-time decisions that build trust and confidence. You also partner closely with the Senior Staff Team to drive strong business results, team engagement, and a positive, inclusive store culture.

What You'll Be Responsible For:

Leading the Member Experience

• Act as the Member Service Manager on the floor, setting service tone and directing daily execution
• Champion MEC's member service standards and coach teams through real-time observation and feedback
• Oversee service execution at the Cash and Member Service Desk, ensuring friendly, efficient, solution-focused experiences
• Resolve member issues in the moment, escalating when appropriate
• Lead, coach, and develop frontline teams, including the Store Learning Assistant (SLA)
• Support recruitment, onboarding, and training in partnership with the AGM and SLA
• Identify skill gaps and deliver targeted training to strengthen service, product knowledge, and role capability
• Build an inclusive, respectful, and high-engagement team environment

Community Engagement

• Lead store community outreach, partnerships, and member-facing events
• Deliver product demos, clinics, and local initiatives that build meaningful connections
• Measure the impact of community programs to ensure value for members and the business

Business & Operations

• Use sales and service metrics (e.g., conversion, ATV, UPT) to guide daily decisions and improve results
• Support store budgeting, scheduling, and workforce planning
• Ensure consistent execution of operational, visual merchandising, loss prevention, and health & safety standards
• Partner with the Senior Staff Team to deliver store goals and initiatives

What You Bring

• 1-3 years' experience leading frontline, member-facing teams in retail or service environments
• Strong floor leadership and coaching skills, with the ability to give real-time, observation-based feedback
• Ability to interpret service and sales KPIs and turn insights into action