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 ExperienceAct as the Member Service Manager on the floor, setting service tone and directing daily executionChampion MEC’s member service standards and coach teams through real-time observation and feedbackOversee service execution at the Cash and Member Service Desk, ensuring friendly, efficient, solution-focused experiencesResolve member issues in the moment, escalating when appropriatePeople Leadership & DevelopmentLead, coach, and develop frontline teams, including the Store Learning Assistant (SLA)Support recruitment, onboarding, and training in partnership with the AGM and SLAIdentify skill gaps and deliver targeted training to strengthen service, product knowledge, and role capabilityBuild an inclusive, respectful, and high-engagement team environmentCommunity EngagementLead store community outreach, partnerships, and member-facing eventsDeliver product demos, clinics, and local initiatives that build meaningful connectionsMeasure the impact of community programs to ensure value for members and the businessBusiness & OperationsUse sales and service metrics (e.G., conversion, ATV, UPT) to guide daily decisions and improve resultsSupport store budgeting, scheduling, and workforce planningEnsure consistent execution of operational,



visual merchandising, loss prevention, and health & safety standardsPartner with the Senior Staff Team to deliver store goals and initiativesWhat You Bring1–3 years’ experience leading frontline, member-facing teams in retail or service environmentsStrong floor leadership and coaching skills, with the ability to give real-time, observation-based feedbackExperience overseeing high-volume service areas (e.G., cash, service desk, sales floor)Ability to interpret service and sales KPIs and turn insights into actionProven ability to onboard, train, and develop teamsSound judgment, strong communication skills, and comfort resolving issues in fast-paced environmentsPassion for outdoor activities and community connectionFlexibility to work evenings, weekends, and holidays as requiredBonus If You HaveExperience in outdoor or specialty retailOutdoor certifications or instructional experience (an asset, not required)Work Setting 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.#J-18808-Ljbffr

📌 Department Manager, Member Experience - $48,100 - $60,200 A Year (Toronto)
🏢 MEC
📍 Toronto