Senior Retail Store Manager

Who we are
At Rocky, we feel our best in nature and we feel our best when we nurture ourselves with nature. That’s why for over 25 years we’ve been students of this glorious Earth — formulating everyday essentials that nurture your skin, body, and hair, all crafted with care here in the Canadian Rockies.
Our 14 locations nationwide are designed to bring nature indoors. Crafted from natural materials, they guide customers through immersive sensorial experiences anchored by our signature sink — unique to each location.
Growing our culture-focused team means finding those who share the belief that we are a part in the greater ecosystem, working together to make a positive impact in our communities and for the Earth.
Are you a natural fit for the new world of Rocky?
The position
The Senior Retail Store Manager is accountable for the overall performance, people, operations, and customer experience of the Canmore retail location.
This role leads a high volume and complex retail environment where strong, consistent leadership is critical to the success of the team and the business. The Senior Retail Store Leader creates the conditions for their team to thrive by building leadership capability, developing talent, driving operational excellence, and creating an exceptional experience for both customers and team members.
The Senior Retail Store Leader has a strong understanding of their business, and uses sales trends, customer insights, operational results and people metrics to identify opportunities and take action. They think beyond the day to day, anticipating the needs of the business and developing strategies that support sustainable growth and strong team performance.
This is a permanent full-time position working 40 hours per week.
What you’ll be doing
Customer Experience
– Consistently set the standard for exceptional customer service and selling behaviours aligned with Rocky’s service standards
– Create a strong culture of customer experience across the entire store team, ensuring leaders and team members understand what exceptional service looks and feel like
– Use Rocky training tools to coach and develop the team’s product knowledge, selling confidence and ability to create authentic customer connections
– Coach Store Leadership to effectively observe, recognize and redirect customer experience behaviours within their teams
– Drive behaviours and initiatives that put Rocky products in the customer’s hands and on their skin
– Maintain exceptional in-store presentation standards to defined brand standards
– Understand the local customer and actively look for opportunities to build brand and store awareness within the community and strengthen local customer relationships
– Take ownership of complex customer concerns and models how to turn challenging situations into exceptional customer experiences
– Consistently look for opportunities to elevate the customer experience and improve how the store operates
People and Culture
– Lead, inspire and develop a high-performing team while consistently demonstrating Rocky’s values
– Create a strong and healthy store culture where team members are supported, accountable and connected to Rocky’s purpose
– Build a strong leadership bench and actively identify team members with potential for future opportunities with Rocky
– Provide regular, thoughtful, and direct coaching
– Create space for contribution for all team members and ensures they understand how their work contributes to the success of their store and Rocky
– Establish clear performance expectations and addresses performance or behavioural concerns proactively and consistently
– Partner with Talent Acquisition to proactively identify staffing needs and build a strong talent pipeline, particularly for periods of high volume and seasonal demand
– Create strong retention and engagement practices within the store and actively identify opportunities to strengthen the team member experience
– Champion Rocky’s Health and Safety programs and ensures a safe environment for team members and customers
Store Operations
– Own the overall performance of the store, balancing customer experience, team member experience, operational excellence and profitability
– Lead the store to achieve revenue, average transaction value (ATV), conversion, units per transaction (UPT), and other defined performance targets
– Coach Store Leadership to understand business results and translate them into meaningful actions with their teams
– Own the controllable components of the store P&L, including revenue, labour, discounts and other store-controlled expenses
– Create an optimized labour plan and schedule based on business volume, customer traffic and team needs while delivering against labour targets
– Ensure accurate inventory management including cycle counts, full inventory counts, first in first out (FIFO), and inventory reconciliation
– Create clear accountability within the store leadership team so the business operates effectively
Application
– We’re accepting applications for the Senior Retail Store Manager position until a suitable candidate is found.
– Eligibility: candidates must be legally authorized to work in Canada.