Careers

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
Inventory Management

Requirements

Minimum 3 years of customer service or retail sales experienceAbility to speak French and EnglishThe capacity to learn about and sell products requiring specialist knowledgeA general interest and passion in culture and communityCommitment to embody and adhere to the OTH valuesSolid outgoing personality with superior interaction abilitiesA drive to continue to learn, develop and grow into new roles

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

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 demonstratedFoster and translate the OTH culture into a customer experience Support initiatives to improve product performance and return on floor spaceOperations
Community Support

Requirements

3 years of customer service or retail sales experienceAbility to speak French and EnglishThe capacity to learn about and sell products requiring specialist knowledgeA general interest and passion in culture and communityCommitment to embody and adhere to the OTH valuesSolid outgoing personality with superior interaction abilitiesA drive to continue to learn, develop and grow oneself

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

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 teamEnsure 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 managementRecognize and acknowledge extraordinary performance and give continuous feedbackDevelop performance improvement plans for underperforming employeesAssist in the recruitment process by scheduling interviews, setting expectations with hiring manager, and ensure quality of screened applicants provided to hiring managersEnsure the appropriate measures are taken for new staff onboarding and off-boardingDraft new hire paperwork as request for potential hiresSupport and advocate for the consistent application of policies and proceduresAssist 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 partnershipCollaborate with management to ensure a respectful and harmonious work environment is maintainedAct as an advisor in providing advice, guidance and/or coaching to sensitive issuesCreate 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.Complete delegated administrative tasksRead and action all communications in a timely mannerMaintain effective, regular and appropriate communication with colleaguesEffectively manage employee relation practices to facilitate communication between managers and employees through standardized employee management and effective coachingMaintain employee files for manager and stakeholder reference

Requirements

Bachelor’s degree or equivalent experienceMinimum 1 year of relevant experience of managing a brand/company social media presencePassion and astute knowledge for people relationsGood written and verbal communication skills in both French and EnglishA general interest and passion in culture and communityCommitment to embody and adhere to the OTH valuesA 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

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 platformsAnswer calls, dispatch and allocate customer service queries to the appropriate store and departmentEnsure the tone and timeliness of customer responsesLiaise and collaborate with Marketing and E-Commerce teams to execute outreach and pursuits to drive online businessDevelop relationships with customer contacts and provide concierge service as neededAct as first-level informational resource for external queries on policies and productConduct analysis to asses performance drivers (e.g. Conversion and return rate) by platforms, channels, etc., to uncover improvement opportunities and present recommendations to stakeholdersAcutely deduce source problems and escalate proposed solutions with the appropriate stakeholdersComplete delegated administrative tasksRead and action all internal communications in a timely manner Maintain effective, regular and appropriate communication with colleaguesContribute to a positive and harmonious work environment that adheres to OTH core valuesDevelop and communicate weekly reporting with analysis on identified operational gaps and recurring issuesUnderstand and perform against KPIsRemain up-to-date with opportunities and strategize, plan and execute plans for growthManage 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 skillsAbility to work in a fast-paced environmentAutonomous and detail-oriented workerPassion and astute knowledge for emerging and establishing social media platforms and digital communitiesA general interest and passion in culture and communityCommitment to embody and adhere to the OTH valuesA drive to continue to learn, develop and grow into new roles and responsibilitiesMust be available to work on the weekendMust be available to work from 2pm to 8pm weekdays.

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

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 neededEnsure 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 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 mannerComplete delegated administrative tasksRead and action all communications in a timely mannerMaintain 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 requiredAbility to lift, carry up to 50 lbs Valid driver license an asset Ability to speak French and EnglishStrong organizational skills and ability to work in a fast-paced environment Autonomous and detail-oriented worker Experience with LightSpeed an assetCommitment to embody and adhere to the OTH valuesA drive to continue to learn, develop and grow oneselfMust be available to work on the weekend

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