Summary

As a member of the store's Management Team, the Department Manager contributes to the success of the store by communicating the business objectives of the store to his/her team. The Department Manager is responsible for managing and leading the department in providing high quality workmanship and service that ensures customer satisfaction. He/she ensures that the department team consistently meets performance expectations in terms of customer experience, sales growth, retail execution and profitability. Shifts will primarily be 12pm-9pm. Flexible to discuss other options (shorter shifts i.e 5pm-9pm)

Responsibilities and Tasks

Customer Service

• Encourages and maintains a culture that values excellent customer service to all customers through effective training, supervision, coaching and performance management.
• Holds team members accountable for providing an excellent customer experience and recognizes those who excel in it.
• Leads by example and consistently delivers an excellent customer experience.
• Implements and follows store policies and procedures that deliver a high quality customer experience.
• Constantly reinforces the need to prioritize customers and sets up realistic expectations on task delivery.
• Coaches team members on how to display appropriate customer service behaviours.
• Works as a team with other departments to provide an excellent customer experience.

Operations

• Maintains quality department presentation, through daily inspections and ensuring all store audit performance requirements are met in the department (e.g., number of holes, labels, top shelf storage, rain check posted for out of stock items, deadlines of seasonal changeovers, cleanliness, facing, fixtures are stored away when not in use, etc.).
• Monitors and improves the productivity of the department team through strong leadership, motivation and team building.
• Ensures department is appropriately staffed through effective planning and scheduling and according to store budget and customer needs.
• Establishes department sales objectives in accordance with Senior Management goals and customer needs and communicates them to team members.
• Plans and manages daily/weekly departmental activities as well as seasonal changeovers and works with the team to execute them.
• Supervises and assists team members in daily departmental operations in order to meet established productivity goals.
• Consistently follows up on work and projects on the floor in order to measure progress and address issues immediately, while being visible and available for team members and customers.
• Tracks the number of items stolen or damaged. Notifies the Store Manager of all empty containers that are found.
• Provides support to cashiers and customer service representatives for cash pickups, cash closing, warranties, returns, guarantees, etc.
• Builds and maintains rapport with internal and external customers or vendors as required.
• 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 with those procedures.
• Participates in training and ensures team member training is completed on time, as required (including Canadian Tire University training).
• Assists in selecting and orientating new employees, store opening and closing responsibilities.
• Coaches and encourages team members in learning new retail operational processes and procedures and new skills in order to improve performance. Regularly provides informal and constructive feedback.
• Addresses issues and conflicts in a timely manner.
• Organizes and conducts regular department team meetings and actively participates in store management meetings.
• Completes other tasks, as required.

Requirements

• Experience in retail sales, execution and operations.
• Good working knowledge of department products and functions.
• Demonstrated supervisory, leadership and/or managerial experience or relevant experience.
• Ability to operate a cash register is an asset.
• Basic math and typing skills.
• 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.
• Results-oriented individual who thrives on achieving challenging goals.
• Ability to serve customers in a professional manner and to inspire their confidence and trust.
• Ability to lead and manage a team to achieve common goals in a fast-paced environment.
• Effective written and oral communication skills.
• Displays a team-oriented approach.
• 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.
• Ability to find solutions to problems and make decisions.
• Ability to multitask, adapt and cope with challenging situations.

Potential Career Opportunities

• Next levels: Store Manager and General Manager.
• 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 Demands and Working Conditions

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 and pushing/pulling as required.
• Twisting, turning, reaching and working above shoulder level.