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Supervisor, Retail

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    Posted: 10/18/19
    Job Type: Full Time
    Location: Ottawa

    Reporting to the Director of Sales, Customer Solutions, the Supervisor, Retail is responsible for the daily operations of the Ottawa Retail location. Plans, organizes and monitors on a daily basis the work of all retail staff. The Supervisor, Retail also provides leadership, guidance, motivation to employees, and ensures adequate levels of staff are maintained during regular and peak periods. The Supervisor, Retail will also ensure all tasks are completed within the specified deadlines from the Director. The incumbent is responsible for leading a team of approximately 12 to 25 people dependent on the seasonality.

    Essential Duties and Responsibilities:

    • Supervise the department to ensure that an optimal customer centric experience is top priority; this includes that customer inquiries, requests and concerns are addressed in a prompt and courteous manner.
    • Guide, train, coach, mentor, lead and motivate the Team.
    • Plan, organize and monitor the work schedule to ensure completion of tasks within specified deadlines to maintain an effective execution of all duties and activities.
    • Manage service levels, goals and targets in alignment with business objectives.
    • Determine and assign responsibilities and measure performance based on individual objectives aligned with corporate objectives.
    • Identify and discusses staff performance and attendance issues with the Director; recommend disciplinary actions or performance improvement initiatives.
    • Perform service quality assurance measurement through our Net Promoter Score metric; tour traffic, volume of foot traffic, sales, customer experience feedback, etc. and in keep within established standards.
    • Initiate staffing, interviews, and identify skills requirements to inspire a successful Team and environment.
    • Take initiative on improving and implementing procedures related to our customer experience in all aspects of retail.
    • Design, coordinate and implement Incentive Programs aimed at increasing sales and employee engagement.
    • Use creativity to develop various motivational tools in order to keep the Team engaged and enabled.
    • Assist Director with collecting customer feedback to gather information on products and services in store.
    • Ensure daily sales and cash register is balance. Balance and prepare cash deposits for the Finance department.
    • Actively involved in the Ottawa Tourism & Outaouais Tourism Markets to promote the RCM. Collaborate with the Winnipeg branch to develop and implement ideas to increase overall RCM visibility in the community.


    • College diploma or certificate in related area or, a combination of education and relevant work experience will be considered.
    • A Sales, Tourism, or Hospitality background is preferred.
    • Minimum of five (5) years of related experience in a combination of sales, high volume traffic, and customer experience.
    • Progressive leadership experience with direct report management; preferably in a unionized environment.
    • Bilingual (English and French) is mandatory.
    • Proficient with MS Office suite software (Word, Outlook, PowerPoint, and Excel).
    • Strong communication skills both written and verbal; provide ongoing updates and feedback to the Team.
    • Able to express yourself clearly and share information openly and honestly.
    • Able to multitask, manage your own workload while delegating accordingly to meet deadlines.
    • Possess a positive attitude and set empowering expectations for the Team.
    • Remain on top of industry trends and best practices to ensure continued success and growth of operation.

    If you meet the qualifications, and if the above describes your abilities and interests, please forward your resume in confidence to We thank all candidates who apply, however, only those selected for further consideration will be contacted. If selected for an interview or testing, please advise Human Resources if you require accommodation.

    The Royal Canadian Mint promotes equity in employment: As an equal opportunity employer, we welcome applications from women, Indigenous peoples, persons with disabilities and members of visible minorities.

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