Manager, Store Services

Canadian Tire - Calgary, AB (30+ days ago)

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Help us boldly shape retail in Canada

Canadian Tire Corporation’s (CTC) rich heritage of serving Canadians from coast-to-coast dates back to 1922. Our vision is to become the #1 retail brand in Canada by 2022 and we are focused on innovating and making important investments in our business, especially when it comes to our people. To reach our goal, we need the best talent to help us evolve and drive change across the business – and boldly help shape Canada’s retail industry. As we strive to be at the forefront of a complex and vastly changing retail industry, it is an exciting time to join the Canadian Tire family of companies.

The Manager of Store Services oversees the operations of our corporate service shops within Sport Chek retail stores across Canada. They possess intimate personal knowledge and a passion for their business of sporting goods equipment maintenance and repair services. They utilize this expert knowledge to assess and develop business operations, procedures, initiatives, and training programs to improve customer experience while driving top lines sales growth and increased trips to our bricks & mortar locations. They will also spend time in the stores to maintain awareness of store issues and to measure and assess the effectiveness of their operations and training programs while providing leadership to our regional Technician trainers across Canada.

What you’ll do

Key Accountabilities

Drive sales growth and increased trips to our service shops through the delivery of quality service work, promotional activities, and positive overall customer satisfaction.

Manage the development and maintenance of Service Shop operations processes and policies.

Monitor customer experience elements and develop service levels at our service shops to drive positive Net Promoter Scores (NPS) and drive increased trips to our bricks & mortar locations.

Develop and maintain technician training programs and certifications for Sport Chek service technicians on behalf of the Sport Chek branch of the Triangle Learning Academy, which includes:

Manages the development and instructional design of e-Learning courses for their categories

Developing Instructor-led courses and Self-Learning job aids

Coordination and facilitation of technical training events “PRO Camps”

Development and execution of short video job aids in the areas of customer service and technical skills

Regular communication with the regional technician trainers “Texperts” regarding new operating procedures and training requirements.

Work closely with all key training stakeholders to identify and prioritize training needs for service shop operations.

Ensure an understanding of Sport Chek short and long-term business objectives and ensure all elements of training are aligned with and promote the company’s strategy and objectives.

Maintain a deep knowledge of service categories and track sales performance. This includes:

Skate sharpening & repair services

Bike building, tuning & repair services

Ski & Snowboard binding mounting, tuning

Closely monitor trends and best practices in the industry and assess trends and best practices with respect to applicability to operations approach of our Service Shops at Sport Chek.
Ensure all operating procedures and training program deliver a focus on both customer and employee safety.

Partner with the Associate Vice President – Retail Learning & Development to critique the functionality of existing operating programs, processes and tools, and make recommendations for improvement.

Conduct regular in-store visits and partner with district management to evaluate and measure the effectiveness of all operating programs. Recommend changes as required.

Participate in and assist with the creation of service shop design, set-up, and training for new store openings and relocations as required.

Manager the development and maintenance of additional in-store services as required.

Attributes

Passion for the sporting goods industry and living a healthy, active lifestyle

Exceptional communication, writing and facilitation skills

Ability to manage & lead training & development projects with peers and colleagues

Ability to implement and adapt to change in a positive, proactive manner

Aptitude for collaboration and developing strong relationships

Able to work independently

Who you are

We are looking for individuals who are:
Creative and courageous, with the ability to manage in an environment of change and ambiguity to help us take bold, strategic moves in this rapidly evolving retail environment

Action-oriented, and comfortable taking calculated risks to better serve our customers and business

Outcome focused, critical thinkers with the ability to analyze and visualize, to ensure continuous improvement across our entire business

Collaborative team players with superior influencing skills, who build relationships easily across various stakeholder groups to move initiatives forward

If you’re curious, ready to take on new challenges and open to doing things differently to help us evolve rapidly, then this is definitely the place to be.

What you bring

Post-secondary education in either Business, Education or a related field

Strong understanding of store retail operations.

Exceptional technical skills – capable of leading by example with store service work

Retail Sporting Goods management / Store General Manager experience preferred

Previous training experience or demonstrated ability required

Instructional-design experience would be an asset

Active participation and experience in sports and activities, with a special interest in ski/snowboard, hockey, or cycling

Microsoft Office experience (Word, Excel, PowerPoint)

Working Conditions

Moderate seasonal travel required.

Flexibility to work evenings, weekends and holidays on occasion as required.

About Canadian Tire Corporation

Canadian Tire and its family of companies are boldly shaping retail in Canada and we continue to deliver a positive experience for our customers. As one of the most trusted brands in Canada, our employees take pride in the work we do across the country. It’s more than the iconic triangle that keeps our employees around. From benefits and perks, to learning and development opportunities, to our commitment to Jumpstart – these are some of the many reasons why Canadian Tire Corporation is one of Canada’s Top Employers .

To learn more about this team and the Canadian Tire family of companies follow us on LinkedIn .

Canadian Tire is an equal opportunity employer. We are committed to a diverse and inclusive workplace for all. We recognize that our future success depends on the perspectives and contributions of all our employees - their diverse backgrounds, abilities and experiences make our business stronger. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience. FGL Corporate
Alberta-Calgary
Permanent
Full-time
Job Posting
: Sep 4, 2019, 11:01:18 PM