Operations manager

Under the supervision of the General Manager, the Store Manager at MCL is responsible for ensuring the effective execution of operational strategies, overseeing daily activities, and leading teams to deliver exceptional customer service and business results.

Management

• Ensure the effective on-the-ground execution of decisions and strategies established by senior management;
• Integrate these strategies into daily operations;
• Monitor, measure, and report performance results on a regular basis;

Customer Service

• Drive continuous improvement in customer service and operations;
• Manage and resolve customer issues thoroughly and efficiently;

Coaching & Team Leadership

• Ensure team members are properly trained, informed, and equipped with the necessary tools;
• Communicate and collaborate effectively with other departments;

Accountability

• Act as the primary person responsible for your department;
• Take immediate action on any situation posing a business risk;
• Keep management informed and proactively propose solutions;

Ethics & Leadership

• Demonstrate integrity and sound judgment in handling sensitive situations;
• Lead by example at all times;

• Optimize sales floor operations and plan daily activities with teams (walkthroughs, priority setting, staffing coverage, cleanliness, safety, etc.);
• Ensure continuous training and communication with staff to maintain excellence in customer service;
• Monitor team performance and ensure proper use of available tools;
• Oversee all merchandising activities: signage, promotions, planograms, product placement, etc.;
• Monitor inventory levels and take appropriate actions regarding replenishment;
• Ensure accuracy and integrity of inventory data in collaboration with the Purchasing department;
• Closely track ongoing transactions to prevent losses;
• Enforce company policies and procedures and manage exceptions;
• Promote employee well-being and fairness; involve HR when needed;
• Ensure compliance with health and safety standards;
• Actively participate in meetings (product knowledge, hiring, etc.);

• Strong knowledge of the industry (construction materials/hardware);
• Excellent customer service mindset;
• Ability to coordinate multiple teams effectively;
• Strong focus on continuous improvement and problem-solving;
• Clear communication skills, both verbal and written;
• Ability to work autonomously within company policies;
• Ability to manage multiple priorities and adapt to unexpected situations;
• Post-secondary diploma or equivalent combination of education and relevant experience;
• 3 to 5 years of experience in a related field, including at least 2 years in a management or coordination role;
• Availability to work rotating weekends;
• Strong stress management skills and good physical condition;

Management

• Ensure the effective on-the-ground execution of decisions and strategies established by senior management;
• Integrate these strategies into daily operations;
• Monitor, measure, and report performance results on a regular basis;

Customer Service

• Drive continuous improvement in customer service and operations;
• Manage and resolve customer issues thoroughly and efficiently;

Coaching & Team Leadership

• Ensure team members are properly trained, informed, and equipped with the necessary tools;
• Communicate and collaborate effectively with other departments;

Accountability

• Act as the primary person responsible for your department;
• Take immediate action on any situation posing a business risk;
• Keep management informed and proactively propose solutions;

Ethics & Leadership

• Demonstrate integrity and sound judgment in handling sensitive situations;
• Lead by example at all times;