NRML | RETAIL STORE MANAGER

Location: Ottawa, Ontario
Work arrangement: Full-time, in person
Reports to: Chief Operating Officer
Leadership scope: Retail sales team, including Assistant Manager, Team Leads, Keyholders and Sales Associates, as applicable
Application: Please include a résumé and cover letter

ABOUT NRML

Established in 1997, NRML connects its community through sneakers, fashion, art and music. Our store experience brings that culture to life through a knowledgeable team, thoughtful product presentation and welcoming, personalized service. We are looking for a hands-on Store Manager who takes pride in developing people, delivering results and maintaining the standards that define NRML.

POSITION REQUIRMENT

A strong passion for and demonstrated knowledge of streetwear and sneaker culture are essential requirements for this specialized leadership role. The successful candidate must bring relevant industry experience and strong product knowledge, including an understanding of key brands, footwear releases, trends, fit and styling. This expertise is central to leading our team and delivering the knowledgeable, authentic service our customers expect. Only applicants with experience directly relevant to streetwear and sneakers will be considered.

POSITION OVERVIEW

The Retail Store Manager leads the day-to-day performance of the store, with responsibility for sales, customer experience, team development, store presentation and operational execution. Working with the COO and department leaders, the Store Manager turns business objectives into clear priorities, assigns ownership and follows through to completion.

This is an active sales-floor leadership role. The Store Manager is expected to lead during peak business hours, coach in the moment and build a team that performs consistently when the manager is absent.

Success is measured by both commercial results and operational execution. Strong sales do not excuse incomplete duties, and operational completion does not replace the expectation to achieve sales goals. The Store Manager remains accountable for verifying delegated work, resolving gaps and communicating outstanding priorities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Sales Performance & Business Management

- Own retail sales performance and lead the team toward established daily, weekly, monthly and seasonal objectives.
- Monitor sales, conversion where measurable, average transaction value, units per transaction, gross profit, attachment rates and other designated KPIs.
- Translate performance trends into practical actions, including coaching, floor coverage, merchandising, replenishment and product focus.
- Establish clear individual and team expectations, communicate progress and recognize meaningful contributions.
- Lead product add-on initiatives, including IMBOX footwear protection, socks, shoe care and other designated products or services.
- Maintain accurate add-on tracking and Department Recap reporting, including footwear units, service sales and attachment rates, against current company targets.
- Work with the CEO and COO to identify opportunities to improve revenue, profitability, productivity and customer retention.
- Plan staffing and daily deployment around traffic patterns, promotions, releases and workload within approved labour budgets.
- Escalate business risks promptly and present proposed solutions rather than waiting for issues to affect results.

2. Customer Experience & Product Knowledge

- Model NRML's service standards through welcoming, authentic and knowledgeable customer interactions.
- Lead the sales floor as Customer Service Manager during peak periods, maintaining zoning, coverage and timely assistance.
- Coach the team on customer engagement, product recommendations, styling, fit, sizing, cross-selling and closing the sale.
- Maintain strong knowledge of streetwear and sneaker brands, new arrivals, promotions and footwear releases, and ensure the team receives timely product education.
- Build lasting relationships with repeat customers, VIPs and new visitors while respecting customer privacy.
- Resolve escalated concerns within company policy and delegated authority; involve the COO or relevant department when necessary.
- Review customer feedback and service observations, recognize positive performance and address recurring concerns.
- Complete required service observations and authorized video reviews in accordance with company procedures.
- Ensure services such as IMBOX are explained accurately and that required customer information or care instructions are provided.
- Maintain consistent service standards across shifts, including when the Store Manager is absent.

3. People Leadership, Recruitment & Development

- Recruit, interview and recommend or hire suitable candidates within approved staffing plans and delegated authority.
- Select team members for service skills, reliability, work ethic, collaboration and interest in NRML's products and community.
- Deliver structured onboarding and role-specific training, with clear expectations and documented follow-up.
- Develop the Assistant Manager, Team Leads and Keyholders to lead shifts confidently and independently.
- Use daily briefings, product quizzes, coaching and team updates to reinforce priorities and build knowledge.
- Conduct regular check-ins and performance reviews, recognizing strengths and setting specific improvement goals.




- Address attendance, conduct, performance and policy concerns promptly, fairly and consistently, involving the COO as appropriate.
- Maintain accurate coaching records and follow through on agreed actions.
- Create an approachable, respectful environment where employees can raise questions, concerns and suggestions.
- Support succession planning and identify employees ready for additional responsibility.
- Handle employee information and sensitive matters with discretion.

4. Scheduling, Floor Coverage & Communication

- Prepare and maintain schedules within approved staffing requirements, availability and labour budgets.
- Plan appropriate leadership coverage for mid-shifts, closings, weekends, launches and other peak trading periods.
- Manage breaks, zoning and task assignments without leaving customer service or essential duties uncovered.
- Review attendance and timekeeping information, resolve discrepancies and submit required approvals or information by payroll deadlines.
- Communicate promotions, release procedures, policy updates and operational changes before they take effect.
- Maintain effective shift handovers and clear communication with inventory, logistics and e-commerce customer service leaders.
- Reprioritize work as business needs change while ensuring unfinished responsibilities retain an owner and deadline.

5. Store Standards & Visual Merchandising

- Working with the COO, own retail presentation, cleanliness and organization, ensuring the store is customer-ready throughout the day.
- Maintain standards for folding, sizing, spacing, tagging, face-outs, racks, displays, fitting rooms and cash areas.
- Lead daily product recalibration and replenishment, with clear assignments and completion checks.
- as per direction of the COO Refresh mannequins and displays to reflect seasonal priorities, new arrivals, promotions and product availability.
- Protect NRML's footwear presentation standards through accurate shoe tags, properly arranged laces and clean display product.
- Ensure pricing, promotional signage and release information are accurate and updated on time.
- Coordinate sale launches, event preparation and floor changes with the COO and relevant departments.
- Use slower periods productively for merchandising, cleaning, product education and outstanding operational work.
- Lead readiness for monthly store audits, working toward the established A+ / 90% target and completing corrective actions.

6. Inventory Accuracy & Fulfilment Coordination

- Partner with inventory and logistics leaders to maintain accurate stock, organized product locations and efficient movement between FOH and BOH.
- Schedule and verify assigned cycle counts, ensuring accurate records and timely discrepancy reporting.
- Investigate missing stock or inventory concerns with the appropriate department and document follow-up.
- Monitor the Hourly Pick List and assign prompt, accurate product pulls without compromising floor coverage.
- Ensure products selected for online orders are handled carefully and discrepancies are communicated immediately.
- Arrange retail-team support for packing, order preparation and other fulfilment tasks when required.
- Oversee adherence to approved procedures for stock movements, product holds, transfers, stylist pulls and other product loans.
- Ensure required product-condition checks and records are completed before and after approved loans or returns.
- Support physical inventory counts and stock investigations as assigned.

7. E-Commerce Customer Service Support

- Ensure designated retail employees complete assigned online customer service duties using approved platforms, including Gorgias and Hootsuite.
- Coordinate coverage for telephone and online inquiries while maintaining appropriate in-store service.
- Ensure responses are timely, professional, accurate and consistent with NRML's policies.
- Monitor completion and handover of assigned cases, especially urgent customer concerns, claims and unresolved order issues.
- Communicate escalations to designated e-commerce customer service leads and verify that next steps are understood.
- Provide hands-on support when required and ensure records allow another team member to continue the case.
- Work with department leaders to resolve recurring issues affecting the customer experience.

8. Opening, Closing & Cash Control

- Ensure opening and closing procedures are completed accurately, securely and consistently by authorized employees.
- Verify checklist completion and address gaps in store readiness, cash handling or security.
- Oversee register reconciliation, deposit preparation, authorized pay-outs and reporting of cash variances, with daily audits.
- Ensure transactions, exchanges and other adjustments follow company policies and authorization requirements.
- Maintain appropriate controls over keys, alarm access, cash and other sensitive assets.
- Ensure employee property checks are conducted consistently under established company procedures.




- Investigate or escalate discrepancies promptly and document required follow-up.

9. Health, Safety, Maintenance & Loss Prevention

- Maintain a secure, clean and respectful environment for employees and customers.
- Identify hazards, maintenance concerns and security risks, arranging appropriate action and escalation.
- Train and reinforce loss prevention practices, including customer engagement, employee zoning, stock controls and merchandise protection.
- Monitor shrink risks arising from theft, transaction errors and inventory or process failures.
- Respond to incidents calmly and follow approved reporting and escalation procedures.
- Prioritize employee and customer safety in every loss prevention situation; follow company limits on confrontation or intervention.
- Ensure incidents, injuries and near misses are documented and reported as required.
- Follow up on corrective actions and communicate relevant safety updates to the team.

10. Operational Accountability & Continuous Improvement

- Own completion of required daily and weekly charts, checklists, recaps, logs and operational documentation.
- Assign responsibilities clearly, including the expected standard, deadline and person accountable.
- Verify completion and accuracy rather than relying only on verbal confirmation.
- Address incomplete work promptly and communicate unresolved items with an explanation, owner and next step.
- Build consistent routines that allow the team to maintain standards without constant reminders.
- Identify recurring process gaps and recommend practical improvements to the COO.
- Demonstrate sound judgment, urgency, professionalism and follow-through.
- Remain willing to assist customers and complete operational work directly when business needs require it.

SKILLS & EXPERIENCE

- A must have, knowledge of sneaker culture, fashion and NRML's brands is an asset.
- Demonstrated leadership experience in a retail, streetwear and sneaker environment.
- Experience managing and developing a team of approximately 5–10 or more employees.
- A record of improving sales performance while maintaining operational and customer service standards.
- Strong understanding of retail KPIs, labour planning, cash controls, inventory accuracy and loss prevention.
- Practical experience handling, inspecting, merchandising and selling physical products.
- Ability to advise customers on product features, fit, sizing and styling.
- Strong coaching, delegation, organization and time-management skills.
- Ability to resolve problems, prioritize competing demands and make appropriate decisions independently.
- Clear communication in person, by telephone and in writing.
- Comfort using Shopify POS, reporting tools, spreadsheets and digital communication platforms; familiarity with Slack, Gorgias, and Hootsuite is an asset.
- E-commerce customer service or fulfillment experience is an asset.
- French-language skills are an asset.

SCHEDULE & AVAILABILITY

- Full-time, in-person role requiring weekday, evening, weekend and holiday availability according to business needs.
- Emphasis on mid-shifts and closing shifts to provide experienced leadership during peak business hours.
- Additional flexibility for product releases, events, inventory counts, merchandising changes and seasonal launches.
- Store hours and scheduled shifts vary with seasonal requirements and traffic.
- Availability during Back to School and Holiday peak periods is required. Time-off requests are reviewed under NRML's current peak-period policy, with applicable leave and accommodation requirements respected.

PERFORMANCE EXPECTATIONS:

Performance is assessed across:

- Sales results, profitability, designated KPIs and product attachment goals.
- Customer experience, service consistency and resolution of concerns.
- Recruitment, training, coaching, team development and leadership coverage.
- Merchandising, replenishment, cleanliness and store audit results.
- Inventory accuracy, fulfilment support and cross-department communication.
- Cash control, safety, loss prevention and policy adherence.
- Completion of operational duties, accuracy of reporting, initiative and follow-through.

The Store Manager is accountable for the performance of the whole retail team. Delegation does not remove responsibility for confirming that work is completed correctly and on time.

EMPLOYEMENT TERMS

- Annual salary: $60 000.
- Weekly hours: 40–44.
- Benefits eligibility after a three-month probationary period, including dental, vision and other coverage under the applicable plan.
- Ten paid days off per calendar year; includes vacation and sick days
- Request Off Blackout Period: August 15–September 15 and November 15–December 31, not request offs more than two days in a row can be approved.

This description outlines the primary responsibilities of the role. Additional duties consistent with the position may be assigned based on business needs. Employment terms, company policies and applicable requirements govern the position.

Pay: $60,000.00 per year

Benefits:

- Dental care
- Paid time off
- Store discount
- Vision care

Application question(s):

- Describe your experience selling streetwear and sneakers:
- Which brands and footwear releases do you know best?
- How have you used your streetwear and sneaker product knowledge to train a team?

Experience:

- Streetwear: 3 years (required)
- Sneaker: 3 years (required)
- Store management: 5 years (preferred)

Work Location: In person

📌 STORE MANAGER / Sneaker Streetwear Expert (Byward Market - Parliament Hill)
🏢 NRML Clothing
📍 Byward Market - Parliament Hill