Job Description

Front-End Manager - Industrial Retail Environment

Who Are We?

We are a proud Canadian company operating since 1993 and a well-established leader in Power Tools, Accessories, Hand Tools, and more. With five store locations, a Distribution Center, and a Head Office, we offer the latest products from top national brands and proudly serve Contractors, Trades, and Industrial professionals. As we continue to expand, we are creating new opportunities for our team.

Join Our Team & Grow With Us!

We are looking for a highly organized and customer-focused Front-End Manager to join our team. This position plays a vital role in managing front-end operations, ensuring excellent customer service, and training and leading the cashier and office admin teams.

Why Join Us?

Competitive salary + benefits (dental, health, life insurance, vision care, on-site parking) Full-time, stable work environment with advancement opportunities Work in a professional, high-performance retail setting Salary: $75,000 per year.

Front-End Manager - Your Role

As a Front-End Manager, your focus is on overseeing the daily operations of the front end, ensuring smooth cashier functions, and managing office administration tasks in all locations. You will lead, train, and support the head cashier and office admin teams, ensuring all policies and procedures are followed to provide exceptional customer service.

Front-End Operations Management

Oversee the operations of the front-end team, including cashiers and office admin positions across multiple locations. Ensure all front-end procedures are followed, including till/safe counts, petty cash, and the processing of promotions. Work closely with the Store Managers and Inventory Manager to ensure front-end operations align with company standards. Collaborate with IT support to overcome P.O.S issues. Visit stores regularly to audit the front-end operations and ensure adherence to procedures. Create "Cheat Sheets" for active promotions so cashiers can process transactions accurately. Act as the main point of contact for Store Managers, addressing any front-end queries. Maintain and update front-end SOPs (Standard Operating Procedures) to reflect system or policy changes. Maintain accountability for cash handling accuracy, deposit reconciliation, and reduction of shrinkage. Oversee inventory of front-end supplies, ensuring locations are adequately stocked with necessary materials (e.g., receipt paper, bags, promo signage). Coordinate cross-location communication to standardize front-end practices company-wide. Maintain accurate front-end documentation and conduct back-end PST (Provincial Sales Tax) audits to ensure full compliance.

Team Leadership & Team Development

Hire, orient, and train head cashiers and office admins in collaboration with Store Managers. Mentor and support your team, helping them grow professionally and ensuring that all team members follow company policies. Ensure all front-end staff are properly trained in processing promotions and handling customer inquiries and understand their role in delivering the best customer experience. Conduct performance reviews, implement corrective actions when necessary, and ensure scheduling consistency for front-end staff. Facilitate ongoing training and refreshers on customer service, system updates, and policy changes. Recognize high performers and develop internal talent for advancement within the organization. Lead regular team meetings or huddles to communicate updates, celebrate wins, and reinforce expectations.

Customer Experience & Service Quality

Promote customer loyalty by encouraging the use of membership programs and ensuring staff engage customers effectively. Resolve any issues that arise on the front end, maintaining a seamless and positive customer experience. Ensure that front-end staff is well-trained in processing promotions and handling customer inquiries. Promote customer loyalty by encouraging the use of membership programs and ensuring staff engage customers effectively. Receiving customer satisfaction levels through the front-end attendants at each store and transferring this information to the head office. Regularly audit front-end staff to ensure exceptional customer service. Monitor and analyze front-end performance metrics (e.g. transaction time, error rates) and implement improvements based on findings. Resolve any issues that arise on the front end, maintaining a seamless and positive customer experience. Ensure prompt resolution of escalated customer concerns to maintain brand reputation. Review customer feedback and mystery shop reports to identify training needs or process improvements. Collect and analyze customers' feedback to identify issues and find ways to improve services.

What You Bring

3-5 years of experience in a front-end management role, including experience as a head cashier. Strong leadership skills and the ability to manage multiple locations effectively. Proven ability to train, mentor, and develop front-end staff. Excellent organizational skills and attention to detail. Ability to work collaboratively with store teams and head office. Strong command of English; French is an asset. Proficiency in Microsoft Office, with advanced Excel skills. Demonstrates excellent typing speed and accuracy. Strong mathematical skills and problem-solving abilities.

Additional Requirements

The ideal candidate must be able to travel in Canada and, quarterly meetings (British Columbia), or as required by the role. Ability to stand for extended periods (up to 8 hours). Must be available to rotate between locations during peak sales periods. Must have a valid driver's license and own transportation for travel between locations. This is a full-time, permanent position (40 to 50 hours per week). Monday to Friday, with occasional Saturdays for event support as needed, statutory holidays off.
If you are an experienced Front-End Manager with a passion for customer service and team development, we want to hear from you! Apply now to join our growing team

Job Types: Full-time, Permanent

Pay: $75,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Vision care
Schedule:

Monday to Friday Weekends as needed
Application question(s):

Do you have a personal vehicle and willing to travel between locations?
Experience:

front-end management: 3 years (required) team training & leading: 3 years (required) head cashiering : 3 years (required) industrial retailing : 3 years (required)
Language:

French (preferred)
Work Location: In person

Expected start date: 2025-06-09