Directeur / Directrice de Magasin

Mejuri • Montreal, QC

22h • Onsite

About The Position

Mejuri has reimagined fine jewelry as a personal choice rooted in self-expression, shifting it from a traditional gift to a modern necessity. Founded by a third-generation jeweler, the brand believes fine jewelry should be accessible and guilt-free, celebrating personal style and everyday moments. Mejuri meets customers online, in-app, and through a growing global retail footprint of over 58 stores. The company is committed to responsible sourcing, sustainable practices, and philanthropic initiatives.

The Store Manager is responsible for overseeing all aspects of the store, providing excellent customer service, driving store profitability, and ensuring a motivating and engaging work environment for the team to achieve company objectives. The ideal candidate is charismatic, possesses strong leadership, and has exceptional expertise in sales and customer service. They will lead Mejuri's growth in their market, develop a customer-centric retail environment, and foster a strong sales culture. Passionate about people management, they will lead by example, build motivation, and create a workplace that reflects Mejuri's values. Detail-oriented, customer-focused, and data-driven decision-making are key.

Bilingualism in French and English is a mandatory prerequisite for this position.

Requirements

• Minimum of 3 years of experience as a people manager in retail and customer service.
• Understanding of the local market and requirements relevant to new store openings.
• Financial management experience with success in driving top-line sales, interpreting reporting data, managing payroll budgets, and controlling expenses.
• Exceptional leadership capabilities with a track record of attracting, developing, and motivating top talent, swiftly adapting to change, and leading others through fast-paced environments.
• Demonstrated understanding of service excellence in a consumer environment.
• Excellent communication skills.
• Deep local knowledge and informed of trends in retail, you’re well connected, and you know how to navigate and grow your network to get the introductions you need.
• Desire to work in a fast-paced, entrepreneurial environment – you understand the importance of experimentation and iteration.
• Bilingualism in French and English is a mandatory prerequisite.

Nice To Haves

• Experience opening a store from scratch.
• Experience working at a start-up or fast-growing company.

Responsibilities

• Responsibility for the retail store's profit and loss statement (earnings before interest, taxes, and depreciation, labor, expenses).
• Comparison of weekly, monthly, and quarterly revenues against targets.
• Key Performance Indicators (KPIs) such as average order value, units per transaction, inventory shrink, and conversion rate.
• Staff performance, engagement, and retention indicators.
• Store operations and functioning (technological equipment operation, opening hours, maintenance).
• Merchandising (well-stocked displays, cleanliness).
• Enhance the in-store customer experience by training and coaching staff on Mejuri's recommended sales steps, and promoting strong connections through Mejuri's brand story.
• Provide in-store mentorship to staff, working alongside them to demonstrate best practices in hosting, customer service, and product knowledge.
• Support the company's overall vision, continuously seeking opportunities to remove customer obstacles and inconveniences that may hinder purchases.
• Collaborate with marketing and store services teams to conceptualize in-store activations and partnerships that appeal to our community and enhance the customer experience. Host one event per quarter in your store.
• Act as the voice of the customer, ensuring insights and opportunities for brand, product, and service improvements are communicated to Mejuri headquarters as needed.
• Respond promptly to customer complaints and escalate them appropriately.
• Support, mentor, and motivate a high-performing, service-oriented team. Foster a performance culture based on accountability, continuous improvement, and goal achievement through individual coaching.
• Recruit, retain, and develop a unique and diverse talent pool through daily networking and interviews with potential candidates.
• Create and participate in onboarding activities for new team members, ensuring high standards are met.
• Monitor new and existing team members, ensuring any concerns are reported to operations managers or regional management.
• Clearly communicate established standards and demonstrate desired behaviors. Lead by example!
• Ensure all team members have completed required training in Mejuri Learn regarding new initiatives and launches.
• Stimulate team performance by tracking results and providing timely coaching.
• Work with staff members to agree on a development plan, and regularly initiate conversations to discuss strengths and areas for improvement, at least quarterly. Support professional growth through conversations and career development plans.
• Motivate your team, highlight their achievements, and celebrate their successes.
• Limit staff turnover by contributing to a positive, harmonious, and stimulating work environment that fosters engagement. Make any necessary staff changes appropriately to fill gaps when required.
• Define sales and performance objectives, and communicate them to the team on a daily, weekly, monthly, and quarterly basis. Monitor store performance at all times and achieve targets through teamwork.
• Take responsibility for stylist productivity, your personal productivity, and management's contribution.
• Maximize the achievement of KPIs by stimulating team performance and engagement.
• Develop business strategies for the store and utilize Mejuri's sales techniques to contribute to overall store performance. Improve team sales through feedback, coaching, and training. Provide solutions to close sales performance gaps.
• Stimulate commercial activity using customer profiling, seeking new clientele, and maintaining productive customer relationships.
• Establish and implement changes to improve product performance where possible.
• Review space productivity data and take necessary actions to maximize productivity and sales.
• Monitor controllable expenses, and take necessary actions to minimize costs and increase profitability where possible.
• Ensure staff are adequately trained in improved communication techniques and expert-level customer relations, and that their product knowledge is up-to-date.
• Gather customer feedback and communicate it to regional management and headquarters.
• Implement and launch any marketing and promotional initiatives to high standards.
• Work with the store team to identify opportunities to improve daily operations (e.g., systems and procedures).
• Ensure all tasks are performed carefully to protect the health and safety of everyone, including staff and visitors.
• Prepare the team for timely and efficient inventory counts.
• Report any store issues, including maintenance, cleanliness, and safety problems, to headquarters.
• Create and post schedules two weeks in advance, maximizing staff productivity and optimization to increase sales. Submit schedules on time to regional management for review and approval.
• Communicate any communications from headquarters to the team in a timely manner, allowing for proper preparation for new programs, events, and initiatives.
• Adhere to Mejuri brand standards for visual presentation, cleanliness, and proper display functionality.
• Manage inventory and ensure sufficient stock levels. Report any issues to headquarters. Collaborate with operations and visual merchandising management to ensure an efficient ordering process is in place and that products are received in a timely and efficient manner.
• Complete all necessary loss prevention documentation and take steps to reduce losses where possible.
• Ensure all correct merchandise supports are in place according to visual merchandising guidelines.
• Collaborate with visual merchandising and headquarters to deploy and launch new initiatives in a timely and organized manner.
• Adjust in-store lighting as needed to highlight specific products and displays.
• Inform your headquarters partners of any stock needs or discrepancies.
• Analyze inventory, identify and report any inefficiencies, and take necessary actions.
• Monitor inventory KPIs.
• Inform headquarters of any internal (team members) or external (customer) feedback.
• Ensure compliance with health and safety rules and procedures in the store.
• Drive revenue and exceed targets.
• Manage store spend and seek opportunities to minimize costs.
• Review and monitor daily, weekly, monthly business and people results and create strategic plans in partnership with the District Manager to achieve ideal targets.
• Support store team in setting and achieving KPI goals, by driving a culture of performance, cost awareness and accountability. Develop the required business acumen to analyze results and plan & execute for improvement.
• Mitigate risk within store, identifying and resolving all gaps or roadblocks to profitability & protecting our assets including internal & external theft, inventory accuracy & shrink.
• Form partnership & provide regular feedback to the Visual Merchandising team to ensure all locations have the correct assortment, depth & breadth, designed to drive profitability & sales.
• Ensure that we have the right people in the right positions at the right time and in the right quantities across your store.
• Validate and participate in the sourcing, assessment, and selection of talent to build the infrastructure necessary to sustain and grow our scaling business.
• Validate and participate in the successful integration and onboarding of new talent to our store.
• Validate the regular and accurate assessment of our people against performance review criteria and KPIs.
• Build healthy relationships with our people and establish a positive and engaging work environment.
• Ensure that store schedules are supported with high quality and accurate inputs and uphold the standards of responsible live-week management.
• Nurture a sustainable talent pipeline by providing store teams access to learning opportunities to prepare them for success in both current, and future, opportunities.
• Validate and uphold the Mejuri compensation philosophy, ensuring that employees are compensated appropriately for their performance.
• Validate that high performing employees are retained and low performing employees are amicably exited.
• Adhere to and validate our compliance practices and partner with People Operations to resolve escalations as they arise.
• Lead by example and validate the quality of the in-store customer experience by communicating, training, and upholding expectations on the team on Mejuri’s Steps of Selling.
• Provide in-store coaching to staff & Assistant Store Manager, working alongside them to demonstrate best practices in hosting, customer service and product knowledge.
• Lead and validate client strategy to build lasting relationships with existing customers and drive new customer acquisition.
• Ensure positive customer experience and promotion of services offerings including piercing, engraving, and other offerings.
• Act as an ambassador of Mejuri’s culture and values within and outside the company.
• Identify opportunities for marketing initiatives to drive new & repeat customers and community engagement at the store level.
• Partner with Marketing & Store Services teams to host 1 event per quarter at each store location (including Fine Crew & Piercing events).
• Identify opportunities to build and maintain relationships within local communities to drive brand awareness.
• Provide day-to-day support to store team to ensure all objectives are achieved, operational, brand and product standards are maintained & store teams are set up for success.
• Identify and escalate opportunities, gaps, risks and roadblocks with urgency and partner as needed with cross functional teams to resolve.
• Partner with Operations teams to hold successful inventory & cycle counts on a monthly basis, ensuring teams have proper technology in place and troubleshooting guidance where needed.
• Champion best practices and execute the maintenance of all store functions ensuring locations are able to operate seamlessly, on time and achieve the desired objectives & KPIs.

Benefits

• A minimum of two weeks vacation, plus personal days and three religious observance days (for full-time employees)
• Comprehensive medical and dental benefits, including mental health coverage, and generous personal and sick days for our full-time employees.
• Bereavement leave, including miscarriage and stillbirth support.
• Parental leave salary top-up of up to 80%, as well as a personalized return-to-work transition and accommodation plan for full-time employees.
• Semi-annual performance reviews.
• A generous product discount!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed