Job Description

How Can I Help?

We're looking for an experienced Retail / Customer Service Manager to lead our Cambridge Branch. This isn't your traditional bricks-and-mortar retail leadership role.

Here's how it works:

Our corporate marketing and sales teams do the heavy lifting - they find customers, schedule in-home visits, and close the sale. Once the project is sold, you own the customer and team experience right through to installation. We think it's really simple... if you find yourself asking every day, "How can I help?", this could be the perfect opportunity for you.

What You'll Do

This is a true hands-on store/branch leadership role, ensuring that our outstanding customer experience (check out our Google reviews) is maintained and the Branch is working at optimal performance to realize monthly revenue while maintaining our awesome team culture.

Team Collaboration - How Can I Help

Own the daily rhythm of the branch by checking in with every team member-ask "How can I help?" and mean it. Support the team by removing roadblocks, pushing for what's needed, and keeping everyone aligned. Lead branch huddles and keep communication clear and simple.

Operational Excellence - Quality Matters

Own every stage of the process, from measure to install, ensuring work is accurate, efficient, and completed quickly. Oversee project payments and ensure receivables are prioritized and actively managed. Maintain branch performance to hit monthly install goals while protecting quality.

Innovation & Improvement - LFG & Embrace Change

Identify and fix problems before they slow the team down. Directly support and manage all Operations team members to ensure they have the resources to get their work done, eliminate barriers, and improve systems and processes. If you're being a "pain in the butt"to our corporate and management teams to get stuff done, you're probably on the right track. Challenge the status quo and push for better systems and processes. Take ownership of process improvements and be the branch's voice to corporate.

Decision-Making & Accountability - Think Things Through

Jump on developing customer issues immediately and find win/win solutions. Balance urgency with thoughtful execution to keep jobs moving and customers happy. Own branch results - financial, operational, and cultural.

Customer-Centered Execution - Customer Obsessed

Protect Brookstone's reputation (check out our Google reviews - you'll see why). Ensure every customer feels cared for, informed, and delighted by the process. Set the tone for a positive, no-jerks branch culture.

Who You Are

Significant Experience: Leading mid-to-large size retail or branch operations - minimum 10 years experience. Customer Issue Solver: Experienced at dealing with and resolving complex customer issues. Naturally Helpful & a Problem Solver: You ask "How can I help?"instinctively and jump in to make things better. Acts Quickly & Decisively: If an issue is developing, you're on it immediately (LFG!). Smart & Highly Energetic: No time for modesty - you bring energy and intelligence to every situation. Strong Communicator: Excellent verbal English language skills; you keep things clear and simple. Open to Learning: No industry-specific experience required (bonus marks if you do) -we have a training program to get you up to speed. Ready to Roll: Valid driver's license and currently eligible to work in Canada. Ownership Mindset: You don't just lead, you own outcomes, own the process, and own the results.

What's In It for You

Work/Life Balance: Monday-Friday hours (no long retail shifts). Competitive Compensation: Base salary + monthly performance bonuses. 3 weeks paid vacation + your birthday off (just because). Company-paid benefits, mobile phone, and laptop. A growing company with big opportunities - real career advancement potential. Comprehensive training and support to help you succeed.

Our Core Values

We're Customer Obsessed - we put the customer at the center of everything. LFG - Get 'er Done! - urgency and action drive us forward. No Jerks - we protect a positive workplace culture. Quality Matters - measure twice, cut once. We Embrace Change for Positive Growth - adapt, evolve, and thrive. HCIH - How Can I Help? - service is our mindset. Think Things Through - every problem has a solution.
Is this you?

Send us your application with an updated resume. We look at each submission personally (not an AI program). I am a real person, my name is Amanda and I'm the Regional Operations Manager at Brookstone. If we see potential we'll connect with you quickly - (can be the same day, so be ready.) I will call/email/text - early bird gets the worm so please respond back right away.

Job Types: Full-time, Permanent

Pay: $65,000.00-$75,000.00 per year

Benefits:

Dental care Employee assistance program Extended health care On-site parking Paid time off
Work Location: In person