The Retail Manager contributes to success in the store by providing a consistent retail floor presence and direct support to the Department Managers. They are responsible for ensuring that the retail floor consistently meets performance expectations in terms of customer experience and retail execution. This role involves a close working relationship with the Dealer, General Manager and Department staff.
Responsibilities and tasks:
Customer Service:
- Encourages and maintains a culture that values an excellent customer experience to all customers through effective training, supervision, coaching, and performance management.
· Constantly reinforces the need to prioritize customers and sets up realistic expectations on task delivery through retail metrics.
· Provides a strong floor presence and interfaces regularly with customers to assess customer experience.
· Leads by example by consistently delivering an excellent customer experience.
· Responds to formal complaints in order to maintain customer loyalty at the highest possible level.
· Maintains community relations in order to build and enhance the image of Canadian Tire.
· Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
· Implements and follows store policies and procedures that deliver a high quality customer experience.
Operations
· Recruits, develops, motivates, recognizes and holds the Management Team accountable to meet established objectives and targets for sales and profitability in their respective departments.
· Monitors and improves the productivity of the Management Team through strong communication, motivation, team building and effective scheduling.
· Plans, organizes, delegates and follows up on work and projects on the retail floor in order to achieve and measure team goals.
· Holds the Department Managers accountable for the training and development of all staff.
· Is accountable to achieve sales goals, productivity and customer experience targets set by the Associate Dealer and/or General Manager.
· Constantly reviews processes and procedures to ensure excellent retail execution, customer experience, sales and profitability.
· Coaches and encourages Department Managers on learning new management and leadership skills. Regularly provides informal and constructive feedback.
· Helps develop and implements all store policies and procedures and spends sufficient time with Department Managers to keep them current on new store policies and procedures.
· Ensures there is a training structure and that professional development strategies are implemented within the store.
· Participates in training and ensures team members training is completed on time, as required (including Canadian Tire University training).
· Communicates and ensures compliance with company, store and department policies, as well as health and safety programs and regulations.
· Maintains and promotes safety and security procedures and ensures team member compliance.
· Maintains the utmost in professional appearance, communications and standards.
· Organizes and conducts regular Management and team meetings.
· Builds and maintains rapport with internal and external customers or vendors as required.
Performs other duties, as required.
Requirements:
· Leadership and senior managerial experience in the retail or similar industry.
· Excellent knowledge and understanding of retail and financial principles.
· Excellent knowledge of market trends and competition in the retail and automotive service industry.
· Proven track record in retail sales, retail execution and operations in a management role is required.
· Good working knowledge of each department’s products and functions.
· Ability to understand and operate POS and inventory computer systems is considered an asset.
Experience in a Canadian Tire store is considered an asset.
Required skills and abilities:
Successful candidates will demonstrate the following competencies:
· Strong orientation towards customer service excellence.
· Strong belief in the Canadian Tire Values of honesty, integrity and respect.
· Entrepreneurial and results-oriented individuals who possess solid organizational skills.
· Ability to build and maintain relationships, with customers, colleagues and the team in order to inspire their confidence and trust.
· Ability to lead and manage a team to achieve common goals in a fast-paced environment.
· Strong team-oriented approach.
· Strong communication skills.
· Ability to motivate and coach others as well as provide feedback.
· Ability to plan, organize, delegate and follow up on team’s activities and projects.
· Proactive problem-solving skills and ability to make ambiguous decisions.
Ability to multitask, adapt and cope with challenging situations.
Potential next roles if successful:
· Next levels: General Manager and Associate Dealer.
· Other retail, customer service and management opportunities in a large network of more than 485 Canadian Tire Stores across the country.
Career opportunities across the larger Canadian Tire family (Canadian Tire Petroleum, PartSource, Mark’s, FGL Sports Ltd, Canadian Tire Corporation Limited and Canadian Tire Financial Services).
Physical Capabilities:
In compliance with the store’s Health and Safety Policies and Procedures:
· Standing/walking for 8 hours.
· Lifting and/or carrying of merchandise items, as required, on a regular, frequent and unassisted basis. Merchandise items may vary in weight from “light” to “heavy”.
· Lifting and turning repeatedly throughout the shift.
· Lifting above the shoulder, from floor to shoulder and floor to waist.
· Walking and carrying at the same time & pushing/pulling as required.
Twisting, turning, reaching and working above shoulder level.
Job Types: Full-time, Permanent
Pay: From $49,000.00 per year
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Store discount
- Vision care
Education:
- Secondary School (required)
Work Location: In person
