Retail Services Team Lead - CZ

Join our team at the Wilder Institute's Calgary Zoo and grow your experience at one of the most unique sites in Calgary! Our Retail Team is seeking a p ermanent part-time Retail Services Team Lead (30+ hours per week) who will play a key role in supporting the daily operations of assigned retail venue(s), helping create a positive guest and team experience while stepping in as the go-to leader when the Manager and Assistant Manager are away.

The Retail Services Team Lead will leverage their experience in retail to help create impactful moments for visitors of all ages, connecting them back to their experiences and memories at the Wilder Institute/Calgary Zoo!

Our Purpose

| We act for wildlife; saving species and inspiring people to join us.

Our Core Values

| Drive impact, nurture connection, cultivate hope, and be bold.

What you will do

• Customer Service:
  • Deliver a high level of Service Excellence by actively engaging each of our guests, both internal and external, to determine shopping needs and support a positive visitor experience.
  • Follow the cash handling procedures set out by the Calgary Zoo and maintain accuracy of transactions.
  • Contribute as an equal member of the Retail Services team, supporting operational and selling tasks with a focus on meeting revenue targets using soft sales approach
  • Ensure that any Zoo information being provided to customers is timely and accurate and delivered accordingly to maintain positive guest experience.
  • Perform other Retail Services Customer Service Representative duties as required.
  • Attend and participate in scheduled staff meetings and assist in facilitation of meeting topics.
• Rental Booth:
  • Instruct guests on proper use of Power Wheelchair
  • Ensure cleanliness of rental equipment before and after rental; use appropriate cleaning supplies to maintain fleet
  • Assist in coaching staff on policies and procedures for the rental program
• Ride Programs:
  • Know how to operate and run all of the rides and can step in to assist as needed
  • Follow safe operation procedures of the rides to ensure guest safety and protect the ride asset
  • Assist in coaching staff on policies and procedures for the ride program
• Assist with store maintenance and merchandising:
  • Assist with the re-stocking function by creating re-stock lists, unpacking orders and stocking shelves.
  • Ensure that stores are kept clean, stocked and tidy at all times
  • Ensure that each store is properly equipped with the necessary cleaning supplies and that the equipment is kept in good working order at all times.
• Assist with freight management duties including item and purchase order entry, cross location transfer entry and receipt, inventory adjustments, and Interdepartmental Transfer (IDT) entry
• Make and execute merchandising decisions, both independently and in conjunction with management, that positively impact the guest experience, sales, support flow of freight and sell through
• Use inventory levels and sales history to assist in the creation and submission in-house orders and suggest vendor orders to management to ensure product in-stock to drive sales
• Complies with the Zoo’s health and safety program
• Provide leadership, daily coaching and direction to Retail CSRs
• Assist in training of new and existing staff for all positions; including all retail venues, Ride Program, Rental Booth and other tasks as required
• Check sick lines and adjust schedule/move team members as needed to meet daily schedule requirements
• Arrange breaks
• Assist with customer complaints
• Assist with equipment trouble shooting, and if can't solve issue they call a manager/assistant for assistance
• Communicates (in some form) to the manager/assistant how the day went and with details if there were any issues or concerns
• Other duties as required

What you will bring

• High School Diploma Required
• Minimum of two years retail experience with a focus on selling/sales; please highlight any previous experience working with Retail Services at the Wilder Institute's Calgary Zoo as it is considered an asset
• Must be confident working alone and in a team environment
• Excellent customer service skills
• Outgoing and comfortable talking to the public
• Computer literate and the ability to handle minor trouble shooting
• Mature, responsible, reliable and organized
• Motivated and with a positive outlook
• Comfortable with problem solving and conflict resolution
• Drivers License is an asset
• Able to do heavy lifting (up to 40 lbs) and climb ladders and stack wagons 3 high
• Able to work weekends, holidays and evenings, as required  

Working Conditions

• Work outdoors
• Standing/walking during shift
• Lifting (up to 40 lbs) and climb ladders and stack wagons 3 high
• Typical shifts will be from Sunday to Thursday and may include weekends, evenings, holidays as required.

The Wilder Institute's Calgary Zoo is an outdoor facility and all staff working at the zoo must be comfortable working in a large variety of outdoor conditions. The Wilder Institute's Calgary Zoo follows the advice of Environment Canada when responding to temperature and air quality issues.

What the Zoo Offers

• Competitive compensation, vacation and flex days entitlement
• Flexible benefits plan, including a health spending account
• Employer matching RRSP program
• Discounts on food, beverage, and merchandise
• Participation in the Staff Pass Benefit plan
• A fun, rewarding work environment and the opportunity to work in a park full of wild animals

Are you ready to join one of Canada’s leaders in wildlife conservation? If this position suits your skills, experience and personal attributes, we want to talk to you.

Apply by doing the following

• Watch this video   about the conservation work being done at the Wilder Institute. (  

• Submit your resume and cover letter via our online application system.

• Fill in the Application questions:
  • Confirm eligibility to work in Canada
  • If hired, when would you be available to start?
  • What is your availability throughout the week?
  • This position requires variable shift hours and includes weekend and holiday work. Are you able to commit to this type of flexible schedule?
  • If hired, what are your wage expectations?

Applicants must be legally entitled to work in Canada.

If this position is a fit for you, we encourage you to apply with a resume and cover letter online by  our application deadline: August 24, 2026 at 10:00pm MT.

The Wilder Institute strives to cultivate a workplace in which everyone feels welcome and empowered to bring their authentic selves  to work. As a conservation organization, we respect and value the diversity of all life and come together as individuals and teammates to achieve the organization’s mission and vision. We recognize the value of diversity, equity, and inclusion , and work to advance our culture to ensure diverse viewpoints are heard and everyone has an equitable chance to succeed and thrive.

This position is an existing vacancy within our organization. The Wilder Institute uses basic knockout questions in application to support screening; applications are otherwise assessed and selected by real humans. 

All candidates are thanked for their applications and advised that they will be contacted once applications have been reviewed and a final decision has been made.