Service Lead

Reports to: Senior Management Team

Key holder: Yes (appointed floor lead in the absence of the General Manager and Floor Supervisor)

Role summary The Service Lead is the heart of the customer experience at Jacobsons. They support every area of daily floor and department operations and bring deep product knowledge and warmth to each interaction. As our product education captain, they help the whole team speak confidently about what we sell, and they coordinate in-store sampling so customers can discover recent favourites.

When the General Manager and Floor Supervisor are not on site, the Service Lead is the appointed lead for the floor and is responsible for opening and closing the shop.

Key responsibilitiesCustomer experience

- Deliver knowledgeable, personal service that reflects the Jacobsons standard.
- Guide customers through product selection, pairings, gifting and special requests.
- Build relationships with regular customers and remember their preferences.
- Set an overall example for the team and support development of best services practices on the floor

Product knowledge and staff education

- Develop and maintain in-depth knowledge of our products, producers, origins and uses.
- Lead product education for the team through tastings, short briefings and reference materials.
- Make sure staff are briefed on new arrivals, seasonal items and current features.

Sampling coordination

- Create an effective calendar to plan and schedule in-store sampling in collaboration with management and inventory & receiving.
- Set up, run and clean up sampling stations in line with food safety standards.
- Track customer response and sales impact, and share feedback with management.

Acting floor lead





- Lead the floor when the General Manager and Floor Supervisor are not on site or absent for meetings, including directing staff, setting shift priorities and keeping all departments running smoothly.
- Make sound decisions on customer concerns, staffing gaps and operational issues, and escalate to senior management when needed.
- Provide on the spot feedback to staff regarding policies at Jacobsons if corrective support needs to be offered.
- Provide a clear handover to the Floor Supervisor or General Manager on anything that needs follow-up.
- Run staff lunches or breaks in accordance with company policy, supporting the healthy needs of our team and the optimal flow of service needs daily. Coverage of stations during breaks as needed to support floor service.

Floor and department support

- Step in wherever needed across departments, including cash, service counters, stocking and merchandising.
- Support the Floor Supervisor in keeping the shop running smoothly during busy periods.
- Support supplier led samplings as needed, be present at special events both in-store and out in the community
- Periodically support the needs of the inventory and receiving co-ordinator to ensure the shop is efficiently organized and stocked.

Opening and closing

- Take responsibility for opening and closing procedures, including leading team support and guidance, security, alarm systems, cash handling and department readiness.
- Make sure the shop is clean,



stocked and ready for the next shift.
- Provide necessary feedback to management

What success looks like

- Customers feel welcomed, well advised and eager to return.
- A team that speaks confidently and accurately about our products.
- Well run sampling that drives discovery and sales.
- A steady, well led floor when senior management is off site.
- Smooth, reliable openings and closings.
- Positive team culture contributions

Qualifications

- 2+ years of customer service experience (specialty food, wine, cheese or hospitality preferred).
- Previous experience leading a shift or supervising a team is an asset.
- A genuine passion for fine food and a strong curiosity to keep learning.
- Confident communicator, comfortable teaching and presenting to colleagues and customers.
- Reliable, trustworthy and comfortable with key holder responsibilities.
- Certified Food Handler training
- Smart Serve Retail course
- Availability for early mornings, evenings, weekends and holidays.
- Able to stand for long periods of time required

Pay: From $21.00 per hour Expected hours: 35.0 – 44.0 per week

Benefits

- Discounted or free food
- Extended health care
- Life insurance
- Paid time off
- Store discount

Application question(s):
- Are you willing to agree to the following black out days for time off requests: the 10 days prior and including Canadian Thanksgiving, November 15th to December 31st, February 12-14th and the week leading up and including Easter weekend and Mother's Day.
- Are you willing to work a schedule of Thursday to Monday as a set schedule.

Licence/Certification:
- Smart Serve/Store Serve Certificate (required)
- Food Handler Certification (required)

Work Location: In person

📌 Customer Service Lead (Ottawa)
🏢 Jacobsons
📍 Ottawa