Retail Store Manager

About Monos

Monos is a Canadian-based, sustainability-focused travel and lifestyle brand, offering premium luggage and travel essentials at accessible prices. Inspired by the Japanese concept of mono no aware, the profound appreciation of beauty in fleeting moments, we emphasize the joy of the journey. As a member of 1% for the Planet, and one of the first luggage brands to be Climate Neutral Certified, we are committed to taking action to protect the places we love.

With big plans for the future including purpose-driven product launches, brick and mortar retail locations, and establishing ourselves as leaders in the travel industry in an ever- changing world, we're looking for passionate, skilled, and driven individuals to join our team. We are recognized as one of Canada's Most Admired Cultures as well as a Great Place to Work.

At Monos, our retail experience blends thoughtful hospitality with a deep passion for our products, creating a warm, educational, and pressure-free environment. We go beyond just selling products by focusing on quality, craftsmanship, and sustainability, ensuring every interaction is meaningful and aligned with our brand values, where customers feel valued and informed.

As a Store Managerfor the Retail Experienceteam, you will have a fulfilling career upholding standards of Guest experience & operational excellence.

Responsibilities

• Champion Monos' vision of redefining retail by infusing hospitality into every aspect of the customer journey. Ensure that stores are more than just places to shop—they should feel like welcoming, thoughtfully curated experiences that leave a lasting impression on every guest.
• Foster a positive and aspirational working environment across all stores, ensuring alignment with Monos' brand values.
• Oversee hiring and training, schedule and supervise staff, and manage individual and team performance
• Train and cultivate our staff to enhance the Guest experience, deepen their product knowledge, and refine their creative selling techniques, fostering a highly engaging team environment
• Foster a positive work environment, encourage teamwork, and address employee concerns to enhance staff morale and retention
• Enhance team cohesion and engagement by curating team-building activities, experiential outings, and ongoing cross-functional learning experiences
• Creating innovative strategies in partnership with HQ to consistently exceed Guest expectations and provide unforgettable experiences with every interaction
• Respond to Guest inquiries with informed and accurate answers, ensuring the best possible service.
• Ensure the store meets Guest satisfaction (CSAT) goals while actively monitoring and managing Google reviews. Demonstrate a strong ability to identify key performance indicator (KPI) trends and develop innovative solutions to improve these metrics.
• Ensure the store layout and displays are aligned with the Visual Merchandising Guide, prioritizing an engaging and seamless Guest experience through the storytelling of our products.
• Lead day-to-day store operations with excellence, including POS transactions, store maintenance, product management from receiving to presentation, and administration
• Collaborate with HQ by identifying and resolving business opportunities
• Adhere to security protocols and train staff on emergency response plans to ensure the safety of both employees and customers.
• Drive the business through good business sense and aptitude

Core Competencies

• Team leadership & coaching
• Effective sales, service, and marketing
• Problem solving & decision making
• Communication
• Teamwork & collaboration
• Operational management
• Change management

Experience Level

• 4-6 years experience in retail or hospitality in a management role
• Strong leadership skills with the ability to act as an inspirational and motivating leader
• Outstanding customer service skills
• Inventory management and merchandising experience
• Exceptional communication skills to be able to communicate effectively with store team and customers
• Experience using Shopify is an asset but not required
• Must be able to work flexible hours including evenings and weekends
• Able to lift and carry 25-30lbs

Bonus points if you have skills in:

• Hospitality or similar industry experience
• Experience in luxury or premium retail environments
• Experience with F&B (Food & Beverage) operations within a retail setting
• Familiarity with retail technologies and data-driven decision-making

Why be a part of Monos?

• Rocketing growth – yours and ours. At Monos, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within.
• Outstanding culture - entrepreneurial, fun and leads with empathy
• Company discount on Monos luggage for yourself and friends/family
• Competitive salary
• Bonus Program
• Health and dental benefits
• Paid vacation time off
• Ability to participate in corporate retreat
• Complimentary Monos product Starter Pack
• Annual company town hall participation

Compensation:

Our compensation philosophy emphasizes fair recognition of employee contributions through competitive salaries and performance-based incentives, grounded in market analysis and a commitment to internal equity.

$75,000 - $90,000 Annually

Our Values:

• Lead with empathy - Walk a mile in someone else's shoes.
• Less but better – Refine, don't embellish.
• Just roll – Good is the enemy of great, but perfect is the enemy of done.

Monos upholds Equal Employment Opportunity principles. We are dedicated to fostering a respectful, diverse, and inclusive hiring environment across all the communities we serve, encouraging individuals to express their authentic selves. Our commitment to fair hiring practices extends to all candidates and employees, irrespective of race, ethnicity, citizenship, creed, place of origin, religion, gender, gender identity, sexual orientation, family status, marital status, disability, age, or any other protected characteristic.

Individuals requiring accommodation due to a disability or any other protected characteristic can request assistance at any point during the recruitment process or throughout their employment by contacting our People & Culture team.

Please note that this is a new vacancy

No A.I. is used to evaluate your interview - a member of the People & Culture team at Monos will review your application and watch your video interview.