Retail Expert - Downtown Toronto

OSL Direct Services; Toronto; On-site; CAD 33,000 - 41,000; Full time

Benefits offered by this job

Onboarding and training

Benefits eligibility

Coaching from leaders

Growth opportunities

Job summary

PPL is seeking a Retail Expert to be the frontline face of the experience in a regulated, adult-only retail environment. You will welcome adult consumers, explain the product portfolio, support guided discovery, complete purchases and provide thoughtful after-sales care.

Maintain a polished environment, follow privacy and security procedures, and build relationships with returning visitors through clienteling.

Qualifications

• At least two years of consumer-facing experience in retail, hospitality, service or care.
• Comfort using POS technology, Microsoft Office and related business tools.
• Excellent interpersonal skills and a naturally engaging presence.
• Ability to learn technical product information and explain it in simple language.
• Sound judgment, attention to detail and composure in a fast-paced setting.
• Availability to work a flexible retail schedule, including evenings, weekends and holidays as required.

Responsibilities

• Create a strong consumer experience
• Acknowledge each visitor promptly, remain available and create a warm, personalized welcome.
• Ask effective questions, listen actively and tailor recommendations to individual needs.
• Guide eligible adult consumers through approved product, accessory and service experiences.
• Address questions or objections with confidence, empathy and sound judgment.
• Build trusted relationships with returning visitors through approved clienteling practices.
• Explain the multicategory portfolio, loyalty proposition and available support options accurately.
• Identify appropriate cross-sell or up-sell opportunities without compromising service quality.
• Complete point-of-sale, payment, registration and cash-handling processes correctly.
• Troubleshoot basic product issues, manage complaints professionally and offer approved solutions.
• Follow up with consenting consumers according to established procedures.
• Replenish shelves, check displays and flag inventory concerns.
• Maintain presentation, cleanliness and merchandising standards throughout each shift.
• Protect consumer information and use business systems responsibly.
• Follow all approved procedures, escalation paths and regulatory requirements.
• Work collaboratively to achieve service, conversion, loyalty and commercial targets.

Skills

Customer-facing experience

POS tech

Interpersonal skills

Product knowledge

Attention to detail

Flexible schedule

Tools

Point-of-sale systems

Microsoft Office

Job description

Overview

About PPL

PPL is a people-first marketing and sales activation agency built around the frontline. We believe exceptional brand experiences begin with teams who feel supported, prepared and valued. Our model includes paid training, access to benefits where eligible, ongoing coaching and genuine opportunities to grow.

The Opportunity

As a Retail Expert, you are the frontline face of the experience. You will welcome adult consumers, understand their needs, explain the product portfolio, support guided discovery, complete purchases and provide thoughtful after-sales care. You will also help maintain a polished, compliant and well-stocked environment.

What You Will Do

• Create a strong consumer experience
• Acknowledge each visitor promptly, remain available and create a warm, personalized welcome.
• Ask effective questions, listen actively and tailor recommendations to individual needs.
• Guide eligible adult consumers through approved product, accessory and service experiences.
• Address questions or objections with confidence, empathy and sound judgment.
• Build trusted relationships with returning visitors through approved clienteling practices.

Support Sales and After-Sales Service

• Explain the multicategory portfolio, loyalty proposition and available support options accurately.
• Identify appropriate cross-sell or up-sell opportunities without compromising service quality.
• Complete point-of-sale, payment, registration and cash-handling processes correctly.
• Troubleshoot basic product issues, manage complaints professionally and offer approved solutions.
• Follow up with consenting consumers according to established procedures.

Contribute to Daily Operations

• Replenish shelves, check displays and flag inventory concerns.
• Maintain presentation, cleanliness and merchandising standards throughout each shift.
• Protect consumer information and use business systems responsibly.
• Follow all approved procedures, escalation paths and regulatory requirements.
• Work collaboratively to achieve service, conversion, loyalty and commercial targets.

What You Bring

Required

• At least two years of relevant consumer-facing experience in retail, hospitality, service or care.
• Comfort using point-of-sale technology, Microsoft Office and related business tools.
• Excellent interpersonal skills, clear communication and a naturally engaging presence.
• Ability to learn technical product information and explain it in simple language.
• Sound judgment, attention to detail and composure in a fast-paced setting.
• Availability to work a flexible retail schedule, including evenings, weekends and holidays as required.

Preferred

• Experience spanning sales, service, clienteling or after-sales support.
• Previous work within a premium, highly regulated or adult-only environment.

Core strengths

• Consumer focus and empathy.
• Achievement orientation.
• Problem-solving and critical thinking.
• Agility, collaboration and trust.
• Accountability for results.

Important to Know

This position supports a regulated, adult-only retail environment. Every team member must follow all age-verification, privacy, marketing, health and safety, security, cash-handling and operating requirements.

What PPL Provides

• Hourly pay of $27/hr plus bonus
• Paid, role-specific onboarding and continued product education.
• Hands-on coaching from leaders who understand frontline realities.
• Access to benefits based on eligibility and program terms.
• Clear pathways toward expanded responsibility and upward mobility.
• A respectful workplace where feedback, accountability and contribution matter.

Our Commitment

PPL is committed to an inclusive, accessible hiring process. We welcome applicants from all backgrounds and will provide accommodation throughout recruitment upon request.