Careers

Keyholder
STATUS
: Full-Time

Position Purpose

The Keyholder’s purpose is to assist in the management and development of the retail store and team. A key focus is placed on assisting the Store Manager in the implementation and maintenance of store systems, inventory levels, reporting requirements and motivation of and communication with the retail teams. The Keyholder should be a leader and example in embodying the OTH ethos, values and methodology.

Responsibilities

Customer Service

  • Ensure the OTH approach to customer service is upheld and demonstrated

  • Provide leadership and example in fostering and translating the OTH culture into a customer experience

  • Support initiatives to improve product performance and return on floor space

  • Communicate effectively and respectfully, when observing opportunities in behaviours and approach

Operations
  • In the absence of a store manager, take responsibility for the day-to-day management of the store

  • Ensure the execution of all day-to-day cleaning and sanitization tasks throughout the store, creating a safe and comfortable experience for our people, clients, and communities

  • Ensure the meticulous upkeep of company spaces, including BOH and employee areas at all times.

  • Complete delegated administrative tasks

  • Read and action all communications in a timely manner

  • Maintain effective, regular and appropriate communication with colleagues

  • Understand store financial budgets and perform against KPIs

  • With the Store Manager, communicate supporting commentary on KPIs to store support

  • Educate customers and recommend product based on their needs with enthusiasm

  • Continuously contribute substantive sales through enhanced customer service

 

Community Support

  • Contribute to a positive and harmonious work environment that adheres to OTH core values

  • Support and participate in periodical store events, forums and meetings

  • Develop local marketing strategies, including local community support

  • Be informed on marketing initiatives and brand updates

  • Maintain relationships within the local community

  • Observe analyze and communicate the demographics and contributing factors of the surrounding community with store support

  • Assist in ensuring that retail staff adhere to guidelines and policies

  • Ensure that all team members are aware of key communications

Inventory Management
  • Be conscious of loss prevention, follow guidance to prevent shrinkage and escalate issues as needed

  • Support the ongoing maintenance of store standards

  • Communicate key inventory issues with Store Manager, Inventory Coordinator and other relevant store support roles

Requirements

  • Minimum 3 years of customer service or retail sales experience
  • Ability to speak French and English
  • The capacity to learn about and sell products requiring specialist knowledge
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • Solid outgoing personality with superior interaction abilities
  • A drive to continue to learn, develop and grow into new roles

RETAIL ADVISOR

STATUS: FULL-TIME

Position Purpose 

Retail Advisors are seasoned retail veterans, merging a charismatic quality, specialized knowledge and a passion for culture into a unique customer experience. This role is for those most passionate and motivated by OTH culture. Retail Advisors work to contribute to the store’s sales and growth in an impactful way.

Responsibilities 

Customer Service

  • Ensure the OTH approach to customer service is upheld and demonstrated
  • Foster and translate the OTH culture into a customer experience 
  • Support initiatives to improve product performance and return on floor space
Operations
  • Execute on all day-to-day cleaning and sanitization tasks throughout the store, creating a safe and comfortable experience for our people, clients, and communities

  • Complete delegated administrative tasks

  • Read and action all communications in a timely manner

  • Maintain effective, regular and appropriate communication with colleagues

  • Understand store sales budgets and perform against KPIs

Community Support
  • Contribute to a positive and harmonious work environment that adheres to OTH core values

  • Support and participate in periodical store events, forums and meetings

  • Be informed on marketing initiatives and brand updates

  • Maintain relationships within the local community

  • Educate customers and recommend product based on their needs with enthusiasm

  • Contribute substantive sales through enhanced customer service

 

Inventory Management

  • Be conscious of loss prevention, follow guidance to prevent shrinkage and escalate issues as needed

  • Support the ongoing maintenance of store standards

Requirements

  • 3 years of customer service or retail sales experience
  • Ability to speak French and English
  • The capacity to learn about and sell products requiring specialist knowledge
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • Solid outgoing personality with superior interaction abilities
  • A drive to continue to learn, develop and grow oneself

Send your resume to job@offthehook.ca with the job title in the subject line

 

HUMAN RESOURCES COORDINATOR

PART-TIME

Position Purpose

The role of the HR advisor is to support people performance across retail and head office functions. The overall objective of this role is to have the ability to understand, connect with, support and influence stakeholders on a variety of matters, including but not limited to: health and safety policies, leadership coaching, succession, employee development strategies and core HR matters.

Responsibilities

Employee Development

  • Support the conduct of regular trainings, learnings, product knowledge sessions and development conversations with retail team
  • Ensure all retail team members are guided through career and growth opportunities within and outside of Off the Hook and support in their personal development alongside management
  • Recognize and acknowledge extraordinary performance and give continuous feedback
  • Develop performance improvement plans for underperforming employees

 

Hiring and Recruitment

  • Assist in the recruitment process by scheduling interviews, setting expectations with hiring manager, and ensure quality of screened applicants provided to hiring managers
  • Ensure the appropriate measures are taken for new staff onboarding and off-boarding
  • Draft new hire paperwork as request for potential hires


Growth and Learning

  • Support and advocate for the consistent application of policies and procedures
  • Assist employee and manager inquiries by researching, gathering support information and soliciting input working with appropriate business partners to resolve the issues.
  • End to end support with all HR related data including processing starters, leavers, employee changes, employee files and ad-hoc requests for partnership

Environment

  • Collaborate with management to ensure a respectful and harmonious work environment is maintained
  • Act as an advisor in providing advice, guidance and/or coaching to sensitive issues
  • Create an environment of trust to respond to employee concerns in an efficient, respectful and timely manner.
  • Ensure that all Off the Hook health and safety policies are followed-through; including but not limited to the Prevention Policy, Employee Agreement etc.


Operations

  • Complete delegated administrative tasks
  • Read and action all communications in a timely manner
  • Maintain effective, regular and appropriate communication with colleagues
  • Effectively manage employee relation practices to facilitate communication between managers and employees through standardized employee management and effective coaching
  • Maintain employee files for manager and stakeholder reference


Requirements

  • Bachelor’s degree or equivalent experience
  • Minimum 1 year of relevant experience of managing a brand/company social media presence
  • Passion and astute knowledge for people relations
  • Good written and verbal communication skills in both French and English
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • A drive to continue to learn, develop and grow into new roles and responsibilities

Send your resume to job@offthehook.ca with the job title in the subject line

 

 

FULFILLMENT CENTER ASSOCIATE 

STATUS: FULL-TIME

Position Purpose 

The Fulfillment Center Associate plays a role execution of the overall customer experience of Off the Hook. This role is responsible for daily operation efforts by being the primary point of contact for external queries. An essential resource in supporting customer service, this role provides a communicational touch-point and responds to customer queries embedded with OTH language, ethos and values. Additionally, this role includes a dotted-line report to the Marketing and E-Commerce team to support active initiatives to drive traffic and opportunity to the online business.

Responsibilities 

Customer Liaison

  • Provide exceptional customer service through phone, text, email and on social media platforms
  • Answer calls, dispatch and allocate customer service queries to the appropriate store and department
  • Ensure the tone and timeliness of customer responses
  • Liaise and collaborate with Marketing and E-Commerce teams to execute outreach and pursuits to drive online business
  • Develop relationships with customer contacts and provide concierge service as needed
  • Act as first-level informational resource for external queries on policies and product
  • Conduct analysis to asses performance drivers (e.g. Conversion and return rate) by platforms, channels, etc., to uncover improvement opportunities and present recommendations to stakeholders

Operations

  • Acutely deduce source problems and escalate proposed solutions with the appropriate stakeholders
  • Complete delegated administrative tasks
  • Read and action all internal communications in a timely manner 
  • Maintain effective, regular and appropriate communication with colleagues
  • Contribute to a positive and harmonious work environment that adheres to OTH core values
  • Develop and communicate weekly reporting with analysis on identified operational gaps and recurring issues
  • Understand and perform against KPIs
  • Remain up-to-date with opportunities and strategize, plan and execute plans for growth

E-Commerce Fulfillment

  • Manage customer service inquiries on a rolling basis in-line with KPIs 
  • Communicate with store teams on required inventory to fulfill customer orders 
  • Accurately pick, pack, ship and track online orders in a timely manner

Requirements

  • Proficient ability to speak and write in French and English (other language skills an asset)
  • Exceptional organizational and problem-solving skills
  • Ability to work in a fast-paced environment
  • Autonomous and detail-oriented worker
  • Passion and astute knowledge for emerging and establishing social media platforms and digital communities
  • A general interest and passion in culture and community
  • Commitment to embody and adhere to the OTH values
  • A drive to continue to learn, develop and grow into new roles and responsibilities
  • Must be available to work on the weekend
  • Must be available to work from 2pm to 8pm weekdays.

Send your resume to job@offthehook.ca with the job title in the subject line. 

WAREHOUSE ASSOCIATE 

STATUS: FULL-TIME/PART-TIME

Position Purpose 

Inventory Associates are dedicated resources responsible for the efficient and attentive management of inventory coming in and out of the Off the Hook warehouse and play a key role in E-Commerce fulfillment.  They support the customer service functionality by ensuring the meticulous upkeep of inventory and play a role in online customer relations to ensure the OTH experience is translated in the receipt of online orders. 

Responsibilities 

Inventory Management 

  • Be conscious of loss prevention, follow guidance to prevent shrinkage and escalate issues as needed 
  • Conduct regular cycle counts of SKUs as needed
  • Ensure all inventory is processed according to operational guidelines in the required systems 
  • Complete the fulfillment of inter-store and warehouse outgoing transfers 
  • Perform quality control checks for all incoming and outgoing merchandise 
  • Maintain accurate and orderly inventory 
  • Quickly identify, resolve and communicate required adjustments to Inventory Coordinator as needed 
  • Coordinate attention paid to damaged merchandise 
  • Ensure proper care, handling and storage of inventory 

 E-Commerce Fulfillment

  • Manage customer service inquiries on a rolling basis in-line with KPIs 
  • Communicate with store teams on required inventory to fulfill customer orders 
  • Accurately pick, pack, ship and track online orders in a timely manner

Operations 

  • Complete delegated administrative tasks
  • Read and action all communications in a timely manner
  • Maintain effective, regular and appropriate communication with colleagues 
  • Contribute to a positive and harmonious work environment that adheres to OTH core values 
  • Understand and perform against KPIs 

Requirements

  • Ability to walk with equipment and/or stand for extended periods, when required
  • Ability to lift, carry up to 50 lbs 
  • Valid driver license an asset 
  • Ability to speak French and English
  • Strong organizational skills and ability to work in a fast-paced environment 
  • Autonomous and detail-oriented worker 
  • Experience with LightSpeed an asset
  • Commitment to embody and adhere to the OTH values
  • A drive to continue to learn, develop and grow oneself
  • Must be available to work on the weekend

Send your resume to job@offthehook.ca with the job title in the subject line.