Member Experience Lead - Frontline Retail

MEC; Ottawa; Presencial; CAD 48.000 - 60.000; Jornada completa

Descripción de la vacante

MEC is seeking a Department Manager, Member Experience in Ottawa, ON. You will lead frontline teams across sales, Cash, and Member Service Desk, ensuring outstanding member interactions and store standards.

You will coach in real time, manage service delivery, and partner with the Senior Staff Team to drive results. This hands-on role requires flexibility to work evenings and weekends in a vibrant outdoor retailer environment.

Formación

• 1-3 years' experience leading frontline, member-facing teams in retail or service environments.
• Strong floor leadership and coaching skills with real-time observation/feedback.
• Ability to interpret service and sales KPIs and turn insights into action.
• Proven ability to onboard, train, and develop teams.
• Sound judgment, strong communication skills, and comfort resolving issues in fast-paced environments.
• Passion for outdoor activities and community connection.
• Flexibility to work evenings, weekends, and holidays as required.

Responsabilidades

• Lead the Member Experience on the sales floor, Cash, and Member Service Desk, ensuring exceptional experiences.
• Coach teams through real-time feedback and uphold service standards across all interactions.
• Oversee service at Cash and Member Service Desk ensuring friendly, efficient experiences.
• Resolve member issues in the moment and escalate when needed.
• Develop frontline teams, including Store Learning Assistant (SLA) and support recruitment/training with AGM/SLA.
• Drive community engagement through store outreach, events, and partnerships.
• Use KPIs to guide decisions and improve results; assist budgeting and scheduling.
• Ensure operational, merchandising, loss prevention, and health & safety standards are met.

Conocimientos

leadership

coaching

KPI analysis

onboarding

communication

problem solving

outdoor enthusiasm

flexibility

Descripción del empleo

MEC is seeking a Department Manager, Member Experience in Ottawa, ON. You will lead frontline teams across sales, Cash, and Member Service Desk, ensuring outstanding member interactions and store standards.

You will coach in real time, manage service delivery, and partner with the Senior Staff Team to drive results. This hands-on role requires flexibility to work evenings and weekends in a vibrant outdoor retailer environment.