Member Experience Dept Lead - On-Floor Coaching & Community

MEC; North Vancouver; On-site; CAD 48,000 - 60,000; Full time

Job summary

MEC in North Vancouver is seeking a Department Manager, Member Experience, to be a key store leader delivering exceptional member experiences across the sales floor, Cash and Member Service Desk, and Tech Service Shop. You’ll report to the General Manager and lead frontline teams while strengthening community connections to drive results.

You’ll coach in the moment, resolve member needs, and partner with the Senior Staff Team to maintain high standards, an inclusive culture, and strong store

Qualifications

• 1–3 years’ experience leading frontline, member-facing teams in retail or service.
• Strong floor leadership and coaching skills, with the ability to give real-time, observation-based feedback.
• Experience overseeing high-volume service areas (e.g., cash, service desk, sales floor).
• Ability to interpret service and sales KPIs and turn insights into action.

Responsibilities

• 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 store environment.
• 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.
• 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.

Skills

Frontline leadership

Coaching skills

KPI analysis

Customer service

Job description

MEC in North Vancouver is seeking a Department Manager, Member Experience, to be a key store leader delivering exceptional member experiences across the sales floor, Cash and Member Service Desk, and Tech Service Shop. You’ll report to the General Manager and lead frontline teams while strengthening community connections to drive results.

You’ll coach in the moment, resolve member needs, and partner with the Senior Staff Team to maintain high standards, an inclusive culture, and strong store