Reporting to the Store General Manager, the Operations Manager manages all facets of the Cash, Warehouse and E-Commerce departments to ensure that the story of the Great Canadian Outdoors is told through a passion for an active lifestyle. The Operations Manager is responsible for leading the teams to achieve retail operational excellence. In addition, contributes to timely reporting, sales and profit achievement, P&L management, inventory management, productivity and staff performance, control of assets, and staff recruitment and selection.

Description of Job Responsibilities:
Customer Service:

• Leads by example, providing exceptional customer service to Sporting Life’s internal and external customer.
• Serves as a role model for all customer services standards.
• Provides leadership on sales floor
• Responsible for ensuring exceptional customer service is being achieved by adjusting floor coverage as needed.
• Providing in the moment coaching and feedback to associates
• Connecting customers to associates throughout the Departments
• Resolves and makes final decisions when necessary regarding customer complaints, ensuring 100% customer satisfaction.
• Manages department inventory needs and organization.

Manager On Duty (MOD):

• Communicates with staff on a daily basis in regards to closing ratio, IPT, and sales
• Reviews schedules on a regular basis to ensure proactive response to business needs.
• Motivates and leads staff through personal example regarding selling skills, store cleanliness, departmental job lists, health and safety practices, dress code, staff relations and compliance.
• Supports the recruitment and selection of superior staff in conjunction with the Store General Manager and assists with staff development through on-going coaching, succession planning, performance appraisals and fair and consistent leadership.
• Participates in training, both in maintaining a current personal level of product knowledge and communicating the latest product trends, innovations and technologies through training sessions.

Operations:

• Working in partnership with SGM, provides direction to the Department Managers on allocation of hours weekly to achieve store payroll budget.
• Motivates and leads staff through personal example regarding selling skills, store cleanliness, departmental job lists, health and safety practices, dress code, staff relations and compliance with Sporting Life policies and procedures as outlined in greater detail in the “Weekly Manager Roles and Responsibilities Overview” attached hereto as “Appendix A”
• Oversees and participates in opening and closing procedures.
• Ensures department is well-maintained, re-stocked, and markdowns are complete.
• Assists in the development and implementation of inventory improvement plans.
• In partnership with other Senior Management Teams, manage responsibilities to consistently achieve audit passing score of 90%.
• Ensure store participation and employee adherence of Health and Safety Policies and programs, including Personal Protective Equipment (PPE) and equipment training.
• Adheres to Sporting Life guidelines in performing all service functions including authorizations for warranties and returns.

Cash:

• Authorization of exchanges and returns.
• Responsible for setting up and maintaining cash office to corporate standard.
• Ensures paperwork is complete and accurate on a daily basis including bank deposits, reconciliations, balancing the safe, cash floats and petty cash.
• Controls shortage and loss ensuring all loss prevention standards are promoted and complied with by all employees.
• Prepares and maintains various financial reports; works in liaison with the accounting department.

Warehouse:

• Ensures product is flowing in and out of the warehouse efficiently and to standards.
• Follows up to ensure the timely introduction of new product to the floor, achieving 24-hour execution standard.

Ecom:

• Oversees order fulfillment execution and ensures time frames are delivered.
• Follows up and provides coaching to resolve IT, staffing and inventory issues as required.
• Ensures reporting is complete and submitted to ECom support within the required timeframes.

Leadership:

• Coaches and leads Department Managers and sales team to provide exceptional customer service.
• Motivates and leads Department Managers and staff regarding the 6 success factors.
• Assists with staff development through on-going coaching, succession planning, performance appraisals, and fair and consistent leadership.
• Conducts daily coaching with Department Managers creating an environment of high-performance through focus and achievement of Department KPI’s and targets.
• Working with SGM, reviews and leads evaluation of recruitment and succession needs of the Department and Department Managers.
• Follows up on completion of required training of Department Managers and department teams.
• Conducts onboarding and ensures orientation is completed within target timeframes.
• Participates and leads in Management Training & Product Knowledge (PK) Sessions.

Essential Requirements and Qualifications:

• 3 - 4 years of senior retail management experience, in a comparable volume store
• Superior product knowledge, analytical and communication skills;
• Proven leadership skills with the ability to motivate and train team to achieve desired outcomes
• Strong sense of urgency in dealing with business and staff needs
• Strong multi- tasking and time management skills
• Ability to think in a disciplined and logical manner in an ever-changing environment
• Proficient with Microsoft Office and POS systems.
• Passion for living the Sporting Life

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Who We Are;

Sporting Life Group is a member of the Fairfax Financial Holdings Limited company and is a leading Canadian sports lifestyle retail organization comprising iconic banners, Golf Town, Sporting Life and Team Town.

Operating from coast to coast Golf Town, Sporting Life and Team Town’s fleet of stores inspire Canadians to get outside and live an active lifestyle, whether it’s playing some of Canada’s top golf courses, running through community trails, experiencing the exhilarating feeling of the hills, or any sports activity in between fit for the individual or whole family.

Sporting Life Group is an equal opportunity employer and committed to providing accommodations for persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, please advise the Sporting Life Human Resources team of any accommodations required to ensure fair and equitable access through the recruitment and selection process.