Job Purpose

The Retail Store Manager’s ultimate goal is to support the company’s vision, mission, and values. The Retail Store Manager will bring out the best in their employees by encouraging self development and providing a safe and trusting workplace.  The Retail Store Manager’s main duty is to maintain a set standard of a professional image and service on a day-to-day basis amongst all staff members while being in compliance with company policies and procedures. This role is based in Kitchener, ON.

Responsibilities

• Lead the store and team to meet Cloré’s goals for sales, customer service, and operations

• Set the tone for a high-performing, customer-focused culture with strong teamwork and accountability

• Translate company goals and updates into clear, simple directions that your team understands and can act on

• Understand and track store KPIs (like sales, conversion, and productivity) and help your team improve performance

• Handle serious customer concerns or escalations with professionalism and care

• Hire, train, and develop all team members

• Build staff schedules, manage payroll hours, and control labor costs to meet store targets

• Track store performance and submit sales, staffing, and inventory reports, with suggestions to improve results

• Bring forward ideas and feedback from the store, what you see with staff and customers,to help improve how Cloré works

• Support and execute visual merchandising and promotional plans provided by the Store Support Center (SSC)

• Oversees total inventory performance, reviews reports, ensures process compliance, suggests operational improvements

• Lead store meetings, regular 1:1s, and coaching sessions to guide team leaders and hold staff accountable to Cloré’s standards

• Ensure all safety, operational, and loss prevention policies are followed by everyone on the team

• Set clear expectations and hold your leadership team accountable for maintaining policy, procedure, and performance goals

• Build and maintain a positive, professional store culture that values trust, respect, and results

• Recognize team wins, celebrate milestones, and help team members grow in their roles

• Step in to resolve issues, fill gaps, or lead projects as needed to keep the store running smoothly

• Accountable for overall store presentation and brand standards. Ensures merchandising aligns with company direction and supports sales. Provides feedback to SSC on what’s working.

• Identify and investigate operational issues (e.g., inventory mismatches, repeated customer complaints, cash discrepancies).

• Understand the root cause, take corrective action, and share insights with SSC to prevent future problems.

Competencies

The role of the Retail Store Manager requires:

• Leadership – Sets vision and holds team accountable

• Strategic Thinking – Uses data to make staffing and sales decisions

• Communication – Facilitates team meetings and escalates concerns

• Drive & Initiative – Leads process improvement and goal setting

• Team Collaboration – Develops future leaders and cross-department support

• People Development – Creates strong internal pipelines for growth

• Community Engagement – Builds store culture aligned with customer and staff values

• Strategic Awareness – Makes decisions with the bigger picture in mind

• Influential Communication – Escalates early with context and clear asks

• Solution-Oriented  – Brings ideas and recommendations that solve problems and support store and company goals

Key Relationships

This person reports directly to the Director of Retail.

Other key relationships are: 

• Retail Staff

• Customers

• Managers of Head Office in all departments

• Warehouse Manager

Physical Requirements and Working Conditions

• Working in a retail environment with high levels of traffic (customers and merchandise)

• Standing and walking for the majority of shift

• Constant communication with customers and employees, which involves active listening

• Required to lift up to 50 lbs

• May be asked to work off-site

• Other duties may be assigned as necessary

Qualifications

• Minimum of 3-5 years retail management experience 

• Knowledge in NetSuite, Microsoft Excel, Google Suites

• Post secondary education preferred

• Proficient in English

• Strong knowledge of company policies and product knowledge

• Strong retail operations experience such as receiving inventory and front end management

• Ability to effectively delegate tasks within a work group, as well as lead, and develop others to the next level