Customer Service
What you will do
- Champion and deliver Pro Hockey Life’s Customer Experience Model across the entire Store Team
- Meet Staff Training Saturation targets related to Product Knowledge and Fit Etiquette
- Achieve Net Promotor individual store targets.
- Ensure Staff Onboarding is delivered to the company’s expectation.
- Become an Ambassador of Canadian Tire’s Triangle Rewards Program
- Provide continuous feedback and coaching to Store Teams using Store Force Reporting
- Daily Huddles, and formal performance evaluation programs.
Store Operations
- Flawless execution of PHL’s visual compliance standards, store maintenance and pricing standards (Operational Readiness Review and Dynamic Merchandising Programs
- Effectively utilizes meet all store operating initiatives and directives according to required timelines.
- Establishes plan and follows up on execution of weekly price changes and department POP as per weekly communication, resulting in 100% system pricing including weekly price sweeps.
- Responsible for delivering 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 Store Audit Compliance, and OH&S policies and procedures.
- Responsible for overall efficiency of store eComm business
- Ensures all IT and store infrastructure is functional and built into daily processes
Training
- Coach and develop Department Managers and store staff, through setting expectations, communication, coaching, feedback, and ongoing support
- Follow up to ensure execution of Weekly Plans for the store
- Create development plans and conduct annual appraisals for Full Time staff members; support and coach to improve any performance gaps and conducts ongoing coaching to improve team
- Communicate in a clear and concise manner; leading effective Huddles /Meetings /Coaching sessions all while keeping team well informed of pertinent information
- Hold team accountable to complete required training within time limits working with the Department Managers
- Provide resolution for all customer concerns.
- Work with Store General Manager to establish succession plans through continuous training and development leveraging HR partners
Leadership
- Continually motivates team and performance through recognition programs, store contests, customer compliments, and compensation.
- Maintain PHL performance management expectations (feedback/coaching); this includes progressive discipline where necessary.
- Follows the disciplinary process consistently and impartially
- Promotes and maintains a positive and motivating work environment
- Provides mentorship to teams and influences continuous growth
Qualifications
- Proven leadership and mentoring experience.
- Ability to execute daily store plans effectively.
- Strong communication, organizational skills, and financial discipline.
- 5 years of retail management experience.
- High energy, enthusiasm, and a drive to succeed.
We’re always looking for great talent! In addition to competitive pay, we offer:
- Comprehensive benefits and retirement programs
- Performance incentives
- Other perks to support your well-being
- Career growth opportunities and product discounts
Our typical
hiring range is between $44,900 and $59,100. Salary decisions are also dependent on other factors such as your experience, store size and market location, industry benchmarks, internal equity and other role-specific requirements.
We may use artificial intelligence tools as part of our recruitment process to assist in the initial screening of resumes. All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters.
About Us
At Pro Hockey Life, we want you to feel pride and passion in your work as much as you and our customers do for Canada's national sport. Whether played in backyards, highly competitive leagues or simply enjoying cheering on your favourite team, hockey is an integral part of life in Canada. It is this pride and passion that makes what we do at Pro Hockey Life truly special. Our strong connection to our customers allows us to offer Canadians wide selection of hockey equipment and apparel, including the latest makes and models of sticks, skates, protective and goalie gear, as well as fan wear and memorabilia. Being a part of the Canadian Tire family of companies, we get to share our passion and hockey expertise with our colleagues as we strive to have the best hockey assortment available to Canadians across our retail banners. Join us, where there's a place for you here.
Our Commitment to Diversity, Inclusion and Belonging
We are committed to fostering an environment where belonging thrives, and diversity, inclusion and equity are infused into everything we do. We believe in building an organizational culture where people are consistently treated with dignity while respecting individual religion, nationality, gender, race, age, perceived ability, spoken language, sexual orientation, and identification. We are united in our purpose of being here to help make life in Canada better.
Accommodations
We stand firm in our Core Value that inclusion is a must. We welcome and encourage candidates from equity-seeking groups such as people who identify as racialized, Indigenous, 2SLGBTQIA+, women, people with disabilities, and beyond. Should you require any accommodation in applying for this role, or throughout the interview process, please make them known when contacted and we will work with you to help meet your needs.
