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MEC

Department Manager, Member Experience (Full Time)

Ottawa, ON, Canada

$48,100 to $60,200 CAD / year · Full-time

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Job details

Pay: $48,100 to $60,200 CAD / year
Job type: Full-time
Apply by: Dec 13, 2026
Experience: 1–3 years’ experience leading frontline, member-facing teams in retail or service environments
Posting language: English
Posted: Nov 13, 2026

Original job description

Why Join MEC

At MEC, our purpose is to equip people for a lifetime of great outdoor experiences and adventure. Our home is on the trail - and everything we do is grounded in a deep belief in the power of the outdoors to build confidence, connection, and community.

What sets MEC apart is our deep expertise, thoughtful product curation, and strong community connection, all focused on serving our members. Our teams bring lived outdoor experience and product knowledge to every interaction, helping members find the right gear and guidance for where they’re going next. We curate products with intention - prioritizing quality, performance, and sustainability - so members can trust what they buy and how it’s made. And we show up in our communities through local partnerships, events, and shared outdoor experiences that extend far beyond our store walls.

We’re a people-first organization, grounded in our values of respect, integrity, inclusivity, collaboration, and accountability. Our leaders play a hands-on role in bringing these values and differentiators to life - building strong teams, leading with care and clarity, and ensuring every decision supports meaningful experiences for our members, our staff, and the places we love to explore.

The Opportunity

As the Department Manager, Member Experience, you are a key store leader responsible for delivering exceptional member experiences across the sales floor, Cash and Member Service Desk, and Tech Service Shop.

Reporting to the General Manager, you lead and develop frontline teams, strengthen community connections, and ensure consistent execution of service and operational standards. You are highly visible on the floor - coaching in the moment, supporting teams, resolving member needs, and making sound, real-time decisions that build trust and confidence. You also partner closely with the Senior Staff Team to drive strong business results, team engagement, and a positive, inclusive store culture.

What You’ll Be Responsible For

Leading the Member Experience

Act as the Member Service Manager on the floor, setting service tone and directing daily execution
Champion MEC’s member service standards and coach teams through real-time observation and feedback
Oversee service execution at the Cash and Member Service Desk, ensuring friendly, efficient, solution-focused experiences
Resolve member issues in the moment, escalating when appropriate

People Leadership & Development

Lead, coach, and develop frontline teams, including the Store Learning Assistant (SLA)
Support recruitment, onboarding, and training in partnership with the AGM and SLA
Identify skill gaps and deliver targeted training to strengthen service, product knowledge, and role capability
Build an inclusive, respectful, and high-engagement team environment

Community Engagement

Lead store community outreach, partnerships, and member-facing events
Deliver product demos, clinics, and local initiatives that build meaningful connections
Measure the impact of community programs to ensure value for members and the business

Business & Operations

Use sales and service metrics (e.g., conversion, ATV, UPT) to guide daily decisions and improve results
Support store budgeting, scheduling, and workforce planning
Ensure consistent execution of operational, visual merchandising, loss prevention, and health & safety standards
Partner with the Senior Staff Team to deliver store goals and initiatives

What You Bring

1–3 years’ experience leading frontline, member-facing teams in retail or service environments
Strong floor leadership and coaching skills, with the ability to give real-time, observation-based feedback
Experience overseeing high-volume service areas (e.g., cash, service desk, sales floor)
Ability to interpret service and sales KPIs and turn insights into action
Proven ability to onboard, train, and develop teams
Sound judgment, strong communication skills, and comfort resolving issues in fast-paced environments
Passion for outdoor activities and community connection
Flexibility to work evenings, weekends, and holidays as required

Bonus If You Have

Experience in outdoor or specialty retail
Outdoor certifications or instructional experience (an asset, not required)

Work Environment

This is an active, hands-on leadership role that requires a regular presence on the sales floor. You’ll move throughout store environments, engage frequently with members and staff, and occasionally lift up to 50 lbs as part of daily operations.

Our Commitment to Inclusion

MEC is an equal opportunity employer committed to building an inclusive, respectful, and barrier-free workplace. We value diversity and believe our teams are stronger when everyone feels safe, supported, and able to be themselves at work.

This posting is intended to backfill an existing role / create a new role. The anticipated base salary range of this role is $48,100.00 to $60,200.00. The exact salary will be dependent on the successful candidate’s relevant skills, experience, qualifications, store location, and internal equity.

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More about this job

Responsibilities

Lead member experience across the sales floor, Cash and Member Service Desk, and Tech Service Shop, coaching frontline teams and resolving member needs. Develop staff, lead community outreach and events, and partner with store leaders to meet business goals and maintain operational standards.

Requirements

Requires 1–3 years of experience leading frontline, member-facing teams in retail or service, with strong coaching, communication, and issue-resolution skills. Candidates should be able to interpret sales and service metrics, train and develop teams, work a flexible schedule, and have a passion for outdoor activities and community connection.

Skills

Frontline Team Leadership
Coaching And Feedback
Member Service
Team Development
Recruitment And Onboarding
Training
Community Engagement
Partnership Development
Event Planning
Sales And Service KPI Analysis
Budgeting
Scheduling And Workforce Planning
Visual Merchandising
Loss Prevention
Health And Safety
Issue Resolution

Visa sponsorship

Not detected in the job text

Keywords

Member Experience
Retail
Member Service
Sales Floor
Cash Desk
Service Desk
Tech Service Shop
Frontline Leadership
Coaching
Recruitment
Onboarding
Training
Community Outreach
Partnerships
Member-Facing Events
Product Demonstrations
Clinics
Sales Metrics
Service Metrics
Conversion
Average Transaction Value
Units Per Transaction
Budgeting
Scheduling
Workforce Planning
Visual Merchandising
Loss Prevention
Health And Safety
Outdoor Recreation

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