Retail & Customer Experience Manager — Olliffe Butcher Shop

About Olliffe

Olliffe isn't just a butcher shop — it's a destination.

Established in 1975 and now part of the Harvest to Gather family, Olliffe has served Toronto's most discerning customers for nearly 50 years. Located in the heart of Rosedale, we're known for exceptional whole‑animal butchery, deep product knowledge, and a commitment to regenerative agriculture that sets us apart from the ordinary.

We believe grocery shopping should be an experience. We believe the person behind the counter should know more about your dinner than you do. And we believe that how we raise and source our food matters.

Now we're looking for someone to take us even higher — and to run the shop on the disciplined systems that make that possible.

We're seeking a Retail & Customer Experience Manager who understands that exceptional meat deserves an exceptional experience — and that a great shop runs on data, not guesswork.

This role blends warm, knowledgeable, fine‑dining‑grade hospitality with the operational discipline of a tightly run retail business. Half of the job is the floor: educating customers, curating meals, building relationships that last decades. The other half is the system behind it: accurate inventory, batch records, mass balance, and the daily numbers that tell us what's working.
Both halves are non‑negotiable. The best candidates are genuinely excited by both.

You'll be the face of Olliffe on the shop floor, set exacting standards, develop your team — and you'll keep our systems clean and current because that's how this business is run and grown.

Think: Michelin-star service on the floor, and a disciplined operator behind it.

A note on the work: we already have skilled butchers, plus owners and our operations lead who watch the counter. So retail and customer‑experience strength matters more here than butchery skill. You'll jump behind the counter during a rush — but the closing‑butcher work is not your job. Your job is the experience, the team, and the system.

• Create a warm, knowledgeable, and memorable experience for every customer
• Curate meals — anticipate what customers need and guide them to a better cooking experience
• Handle special requests and complaints with grace, turning challenges into loyalty
• Build personal relationships with regulars; know their names, preferences, and families

• Manage inventory accurately and daily through Light Speed POS, Versatile ordering, and our planogram tools
• Keep batch records and mass balance current — these are how we cost recipes, control margin, and stay compliant
• Make decisions from the data, not gut feel; investigate variances instead of guessing
  
  Understand that our system is intense and interconnected — and keep it from drifting off the rails

• Train team members on product knowledge, service standards, and our systems
• Conduct daily huddles, monthly one‑on‑ones, and ongoing coaching
• Lead by example — jump behind the counter during a rush, stay late when needed
• Build a bench of capable team members ready to step into leadership

• Create stunning meat displays that draw customers in and inspire purchases
• Refresh the case weekly; overhaul for holidays and seasons; get the planogram reconciling
• Cross‑merchandise thoughtfully (duck fat next to potatoes, marinades next to steaks)
• Document beautiful displays for social media and future reference

• Lead daily sanitation checklists and conduct regular safety audits
• Enforce HACCP principles, temperature control, and health regulations without compromise
• Minimize shrinkage, reduce waste, and hit margin targets

• Post 3–5 pieces of social media content weekly from the shop floor
• Capture behind‑the‑scenes moments, beautiful displays, and customer stories
• Coordinate with marketing on campaigns while keeping content authentic
• Be a credible ambassador for regenerative agriculture — tell the story of our farms

• Background in premium food retail, fine‑dining hospitality, or butcher‑shop /…