Job Title

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 trailand 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 theyre going next. We curate products with intentionprioritizing quality, performance, and sustainabilityso members can trust what they buy and how its made. And we show up in our communities through local partnerships, events, and shared outdoor experiences that extend far beyond our store walls. Were a peoplefirst organization, grounded in our values of respect, integrity, inclusivity, collaboration, and accountability. Our leaders play a handson role in bringing these values and differentiators to lifebuilding 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 floorcoaching in the moment, supporting teams, resolving member needs, and making sound, realtime 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 Youll Be Responsible For Leading the Member Experience Act as the Member Service Manager on the floor, setting service tone and directing daily execution Champion MECs member service standards and coach teams through realtime observation and feedback Oversee service execution at the Cash and Member Service Desk, ensuring friendly, efficient, solutionfocused 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 highengagement team environment Community Engagement Lead store community outreach, partnerships, and memberfacing 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 13 years experience leading frontline, memberfacing teams in retail or service environments Strong floor leadership and coaching skills, with the ability to give realtime, observationbased feedback Experience overseeing highvolume 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 fastpaced 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, handson leadership role that requires a regular presence on the sales floor. Youll 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 barrierfree workplace. We value diversity and believe our teams are stronger when everyone feels safe, supported, and able to be themselves at work. #J-18808-Ljbffr