Assistant Manager - Tyson Center

About the role

Ever wondered what it’s like behind the bubbles? Lush North America has been creating fresh and handmade cosmetics for the past 20 years—keeping our customers’ bathtubs and showers a little more magical through our retail shops across Canada and the US. We are dedicated to the practices of fair trade sourcing and supporting sustainable communities as well as giving back to organizations that can make a difference.

What we offer

• Fun and funky store atmosphere where individualism is encouraged
• 50% discount off all products
• Unconventional retail structure to support your entrepreneurial spirit
• Opportunity for growth as Lush loves to promote from within

Leadership Practices

As Assistant Manager, you bring Lush’s Leadership Practices into all elements of your business interactions with customers, fellow staff and operations: Be Real, Be Curious, Lead Fearlessly, Adapt and Evolve, Grow Talent, and Live with Purpose.

Responsibilities

Sales & Customer Experience

• Customer Service: collaborate with your team on plans to exceed daily sales goals and ensure a unique and inclusive customer experience that makes every visitor feel welcome, meets their needs and makes their day
• Building the Brand: educate customers and staff on brand values and articulate our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging in the shop and through community engagement and other traffic-driving initiatives
• Product Passion: increase depth of product knowledge through constant learning and consistently make informed product recommendations
• Driving Sales: demonstrate strong business acumen and understanding of metrics, budgets and reports and how to impact them through behaviors on the floor to deliver profitable results

Team Leadership

• Lead Fearlessly: be present to support the team on the sales floor, answer questions, remove obstacles, problem solve, and motivate them to meet sales goals
• Grow Talent: own your own development, assess your performance, seek feedback and resources and opportunities to improve and elevate your skills, knowledge and abilities; support the growth of your team through coaching and leading by example
• Be Real: communicate your needs and feedback to your team and leaders and adapt to the needs of the business
• Live with Purpose: engage your team to ensure they are inspired, motivated and building strong peer and customer relationships and are connected to the brand values

Recruitment and Selection

• Support staffing of the shop with top-performing staff by working actively within markets to network, recruit, hire and succession plan

Staff Development

• Collaborate with the Manager on creating and executing plans that improve staff engagement, retention, performance, and Diversity, Equity, Inclusion and Belonging practices

Operational Excellence

• Policies and Procedures: support the manager to keep the shop compliant and ensure staff practice company standards for opening and closing, product integrity, respectful workplace, health and safety and daily communication
• Stock and Inventory: support training of the inventory team to abide by fresh standards and rotation rules and manage ordering to ensure the right products, in the right amounts are in the store at the right times within the allocated budget
• Visuals and Merchandising: identify and support the development of the team to take pride in a clean and beautiful work environment and follow merchandising and design standards to provide a consistent customer experience and drive sales
• Scheduling, Time and Attendance: ensure the right number of staff with the right skill levels are scheduled at peak times and that breaks and meals are allocated and recorded appropriately to ensure staff wellbeing and payroll accuracy

Qualifications

Required

• 1–3 years managing or supervising in a retail environment
• Excellent listening and communication skills
• Excellent analytical, critical thinking and troubleshooting skills
• Excellent organization and time management skills
• Strong customer service, supervisory and sales skills
• Knowledge and interest in skincare, natural beauty and ethical business
• Ability to work flexible hours to meet the needs of the shop including holidays, evenings and weekends

Preferred

• Experience with consultation-based customer service models
• Ability to develop and train staff through positive coaching and feedback
• Proficient in Excel, Microsoft Suite, and adaptable to other systems as required
• Basic HR skills in hiring, scheduling, training, and performance management
• Experience in cross-cultural collaboration and DEIB or social justice training
• Fluency in Spanish, French or other languages