Assistant Store Leader; Service

We're looking for experienced Leaders with specialized Retail knowledge, or a background in customer service or hospitality. In this role you’ll help us provide Royal Service to tradespeople, hobbyists and anyone who works with their hands to figure stuff out.

We’re a private, Canadian-owned company employing over 3600 Team Members. We’re known for providing our customers with the most unique assortment of products, unrivaled customer service and exceptional value – for nearly 100 years.

You won’t find our unique combination of products and people anywhere else.

The Assistant Team Leader, Service provides visible Leadership on the sales floor and sets the tone for a store culture that delivers an elevated service experience for every customer. They coach, motivate and develop Team Members in the moment, and support the Team Leader in achieving operational excellence by upholding high service standards.

• Provides Leadership in line with our values to Team Members, championing Royal Service and setting the tone for an exceptional customer experience
• Sets the standard for customer experience through visible presence on the sales floor; models both a welcoming first impression and continuous elevated service that customers can trust and receive with every Team Member, at every visit
• Coaches Team Leader Trainees and Category Specialists in real time; provides guidance in selling strategies, and product knowledge, while ensuring adherence to training protocols and service standards to consistently deliver an exceptional customer experience
• Oversees elevated service standards throughout the store by monitoring customer flow, supporting smooth customer transitions between categories, assisting in solutions recovery, and identifying gaps and opportunities in the experience to ensure Royal Service is exemplified in all customer interactions
• Supports the Team Leader in creating a memorable Team Member experience; leads energizing and engaging start-up meetings, provides thoughtful feedback and timely follow-up, fosters growth through meaningful development opportunities and participates in the recruitment process as needed to offer insight and training, ensuring new hires align with our values
• Supports clear communication between Team Members and the Leadership Team; ensures consistent messaging within their area, shares observations with the Night Leaders, coordinates daily and weekly priorities through clear service planning and actively engages the team to foster collaboration and accountability
• Ensures compliance with all standard operating procedures, company policies and guidelines, health and safety procedures, and loss prevention protocols. Identifies, communicates and responds to any risks or violations in accordance with established procedures
• Opens and closes store as required and supports the Leadership Team in completion of other tasks as needed

• High school diploma, GED or equivalent
• Post‑secondary education, or certification in a related field considered an asset
• Minimum 2 Years progressive leadership experience in retail; experience leading in other industries also considered
• Strong leadership skills; ability to provide vision and direction, coach, motivate and develop a Team
• Ability to train and demonstrate commitment to ongoing training and coaching, both personally and for others
• Ability to work collaboratively and foster cooperation with others
• Elevated People and Customer Service Orientation (Royal Service), demonstrating enthusiasm and an approachable demeanor
• Community‑focused mindset, committed to contributing positively to the team and the wider community
• Ability to communicate strong product knowledge and eagerness to continue learning
• Strong time management, organizational and problem‑solving…