Department Manager, Member Experience

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 floor—coaching in the moment, supporting teams, resolving member needs, and making sound, real‑time 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 You’ll Be Responsible For:

Leading the Member Experience

• Act as the Member Service Manager on the floor, setting service tone and directing daily execution
• Champion MEC’s member service standards and coach teams through real‑time observation and feedback
• Oversee service execution at the Cash and Member Service Desk, ensuring friendly, efficient, solution‑focused 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 high‑engagement team environment

Community Engagement

• Lead store community outreach, partnerships, and member‑facing 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

• 1–3 years’ experience leading frontline, member‑facing teams in retail or service environments
• Strong floor leadership and coaching skills, with the ability to give real‑time, observation‑based feedback
• Experience overseeing high‑volume service areas (e.g., cash, service desk, sales floor)
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• 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 fast‑paced 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, hands‑on leadership role that requires a regular presence on the sales floor. You’ll 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 barrier‑free workplace. We value diversity and believe our teams are stronger when everyone feels safe, supported, and able to be themselves at work.

Compensation

The anticipated base salary range of this role is $48,100 to $60,200 annually. The exact salary will be dependent on the successful candidate’s relevant skills, experience, qualifications, store location, and internal equity. This role is eligible for a variable annual incentive plan.