SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else™.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Reporting to the Store Manager, the Associate Store Manager of Operations will be responsible for overseeing the store processes and operations of the inventory on-hand through incoming and outgoing transfers of goods, as well as density management for SSENSE Montreal. Through our retail concepts’s hybrid online, walk-in, and appointment model; the Associate Store Manager of Operations will ensure accuracy, speed and efficient inventory flow management to support the innovative processes. The candidate will foster a positive work environment that embraces SSENSE brand values and achieves both company and financial objectives. They will coach and mentor direct reports to improve performance, develop future leaders and a talent pipeline while identifying external talent for SSENSE Montreal’s retail business.

Responsibilities

Customer Experience - 20%

• In partnership with the Associate Manager of sales, participate in managing the customer experience through walk-ins and appointment models. This includes productivity, presentations, inventory management, transaction process and after sales service to ensure an outstanding customer experience
• Assist with client issues for a resolution and win-win solutions that enhance customer experiences

Operations - 50%

• Track KPIs and results using the metrics dashboard, ensuring information is communicated to the store team and stakeholders in a timely and actionable manner.
• Manage group payroll budgets to maximise productivity and enhance customer experience
• Lead the inventory and appointment flow from the warehouse to customers. Leverage inbound, outbound, appointment models and checkout processes to maximise client satisfaction.
• Build strong relationships with the warehouse and technology teams by leading frequent meetings that drive employee productivity and quality of customer service.

• Oversee the store’s inventory management and optimization process; ensure accurate and effective counts.
• Partner with the Retail Visual Experience Lead; to manage on-hand inventory density, turnover, and flow.
• Maintain highest standards of visual presentation through identifying, communicating and optimising presentation to drive growth through product assortment
• Manage the functionality of in-store technology and security systems that support the receiving, inbound and outbound transfers, online orders fulfilment, and in-store inventory management.
• Lead, promote, and assume responsibility for loss prevention across risk management, physical security, store cash controls, inventory management and transaction accuracy.
• Manage compliance of store operations, health and safety, maintenance and company policies and protocols.

Leadership - 30%

• Ensure the store operations team members are equipped with the necessary knowledge and skill sets
• Motivate and engage the team in contributing to the achievement of business goals, as well as company’s vision and values
• Provide coaching and mentorship to the Assistant Managers, Key Holders, Inventory Coordinators, Visual associates,, Appointment coordinators,and POS Coordinators.
• Recruit, train and develop the talent pipeline. Build succession plans.
• Support developing and maintain training programs for all levels of the team
• Build and develop best-in-class, client-centric teams. Continually evaluate the performance of each staff member, provide feedback to ensure results and address performance management issues in a timely manner

• A minimum of 5 years professional experience in retail operations and inventory management
• Bachelor’s degree in Logistics, Operation Management, or a related field is preferred
• Proven experience establishing trusting relationships in a multi-channel environment
• Ability to lift heavy boxes (15kg)
• Excellent verbal and written communication skills in both French and English
• Proficiency in Microsoft Office Suite, Google Suite, Web and computer-savviness
• Strong experience with platforms/tech stacks such as WMS, Shipping Systems and OMS
• Six Sigma Green Belt, Black belt preferred
• Hours/days of work can be varied due to the demands of the business

Skills

• Ability to lead, coach and mentor all employees to achieve personal and professional goals
• Client-oriented with strong problem solving skills
• Ability to measure and manage priorities
• Entrepreneurial, autonomous and organised with an eye for detail
• Ability to multitask and work in a fast-paced environment, while delivering an exceptionally high level of customer service
• Highly competent with technology and mobile applications.

All your information will be kept confidential according to EEO guidelines.