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Why Join MEC At MEC, our purpose is to equip people for a lifetime of great outdoor experiences and adventure. Our home is on the trail—and everything we do is grounded in a deep belief in the power of the outdoors to build confidence, connection, and community. What sets MEC apart is our deep expertise, thoughtful product curation, and strong community connection, all focused on serving our members. Our teams bring lived outdoor experience and product knowledge to every interaction, helping members find the right gear and guidance for where they’re going next. We curate products with intention—prioritizing quality, performance, and sustainability—so members can trust what they buy and how it’s made. And we show up in our communities through local partnerships, events, and shared outdoor experiences that extend far beyond our store walls. We’re a people‑first organization, grounded in our values of respect, integrity, inclusivity, collaboration, and accountability. Our leaders play a hands‑on role in bringing these values and differentiators to life—building strong teams, leading with care and clarity, and ensuring every decision supports meaningful experiences for our members, our staff, and the places we love to explore.

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

Solid 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)

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.

This posting is intended to create a new role. The anticipated base salary range of this role is $48,100 to $60,200. The exact salary will be dependent on the successful candidate’s relevant skills, experience, qualifications, store location, and internal equity.

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Apply on Kit Job: kitjob.ca/job/2g9c2s

📌 Department Manager, Member Experience (Toronto)
🏢 MEC
📍 Toronto