What you’ll do

Customer Service

• Provides leadership to the team, consistently coaches, and follows up to ensure the delivery of the service model standards are provided to each customer.
• Enforces delivery of our operating model customer service standards.
• Provide exceptional omni-channel experience by offering in-store eCommerce sales and fulfilling eCommerce orders within defined service levels.
• Supports the organization in customer acquisition through the promotion of our customer loyalty and credit card programs.

Operations

• Demonstrates and follows up on execution of Mark’s visual compliance standards, store maintenance and pricing standards.
• Establishes plan and follows up on execution of weekly price changes, promotional set-ups, and department POP as per workbook resulting in 100% system pricing including weekly pricing sweeps.
• Responsible to deliver annual corporate shrink targets through team education, enforcement of LP and audit standards and rigid inventory control.
• Oversees preparation for annual inventories.
• Follows and ensures compliance of all corporate LP, Cash and Audit, and OH&S policies and procedures.
• Creates and / or monitors the creation of efficient store weekly scheduling for both sales and support functions.

Training

• Provide continuous feedback and coaching to management and team members based on key metrics and observed behaviours through Shift Starters, one on one’s, and performance management coaching programs.
• Create development plans and conducts annual appraisals for management team and direct reports; support and coach to improve any performance gaps and conducts ongoing coaching to improve team.
• Ensure execution of the customer experience and provides resolution for all customer concerns.
• Develops and leads recruiting and hiring strategy for store, maintains a complete team.
• Create succession plans through continuous training and development.

Leadership

• Acts as a brand ambassador by promoting brands and culture.
• Continually motivates team and performance through recognition programs, store contests, customer compliments, etc.
• Maintain Mark’s performance management expectations including progressive discipline where necessary.
• Follows the disciplinary process consistently and impartially.
• Promotes and maintains a positive and motivating work environment (safe, inclusive, and empowering).

What you bring

• Proven ability to coach, mentor and develop department team and store team, through setting expectations, communication, coaching, feedback, and ongoing support.
• Proven ability to build and manage a daily, weekly plan for the department and store.
• Exceptional communication skills and organizational skills
• Superior training and mentoring skills
• 3-5 years retail experience required.
• High energy, enthusiasm, and a drive to succeed.
• Basic computer skills required.

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