Retail Store Manager

Job Description

<h3>Job Description</h3><p>Job Description<p><p><strong>About Clutch:</strong></p><p>We&#39;re on a mission to reinvent how people buy, sell, and own cars. Are you game?</p><p>Clutch is Canada&#39;s largest buyer and seller of cars, offering a digital-first, hassle-free experience. Customers can browse thousands of cars online, have their chosen vehicle delivered right to their door, and enjoy peace of mind with our 10-Day Money-Back Guarantee.</p><p>Looking to sell? We buy over $1 million worth of cars every day, providing a firm, AI-generated offer every 15 seconds—and when you sell to us, you get paid instantly, now that&#39;s Clutch.</p><p>Recognized four years running on The Globe & Mail&#39;s list of Canada&#39;s Top Growing Companies—and with back-to-back spots on Deloitte&#39;s Technology Fast 50™ and Fast 500™—we&#39;re seeking curious, hard-working, and driven individuals to join our growing team. Founded in 2017 and headquartered in Toronto, Clutch currently operates in Ontario, New Brunswick, Nova Scotia, and Prince Edward Island. Our world-class investors include Altos Ventures, Canaan, FJ Labs, BrandProject, and Upper90. To learn more, visit clutch.ca.</p><p></p><p><strong>About the Role</strong></p><p>As the <strong>Retail</strong> <strong>Store Manager</strong> at our new location in Markville Mall, you&#39;ll lead the charge in bringing our digital brand to life in a physical space. You&#39;ll build and manage a high-performing team, deliver a standout customer experience, and drive store performance from the ground up. This is a foundational role with visibility, growth, and real impact. </p><p><strong>Location: Markham, Ontario (Markville Mall)</strong></p><p><strong>Team</strong>: Retail Operations</p><p><strong>Reports To</strong>: David Brady</p><p><strong>Type</strong>: Full-time</p><p></p><p><strong>Key Responsibilities</strong></p><p><strong>People Leadership:</strong></p><ul><li>Train and lead Field Specialists and Team Lead</li><li>Set clear expectations and provide ongoing 1:1 coaching and development conversations</li><li>Build individualized development plans and support career progression within the team</li><li>Foster a team culture that is customer-obsessed, accountable, and collaborative</li></ul><p><strong>Customer Experience:</strong></p><ul><li>Own the in-store experience from first connection to a fond farewell — ensure it&#39;s welcoming, seamless, and best in class</li><li>Be hands-on with customers during busy periods or peak times</li><li>Act as a Clutch ambassador — both in-store and with the broader community</li></ul><p><strong>Operations & Execution:</strong></p><ul><li>Oversee day-to-day store operations including open/close procedures, inventory, and scheduling</li><li>Manage staffing levels to match customer volume and appointment flow</li><li>Maintain clean, organized, and brand-aligned retail and field spaces</li></ul><p><strong>Performance Management:</strong></p><ul><li>Track key performance metrics (NPS, conversions, attendance, timely assistance, online reviews, etc.) and report regularly</li><li>Identify opportunities to improve team productivity, efficiency, and customer satisfaction</li><li>Partner cross-functionally with Field Operations, Customer Experience, Brand Marketing, Sell to Clutch, Retail, and Production teams</li></ul><p><strong>Administration & Compliance:</strong></p><ul><li>Manage store-level scheduling and budgeting</li><li>Build strong relationships with property managers and community stakeholders</li><li>Ensure compliance with safety, security, and company policies</li></ul><p><br /><strong>What We&#39;re Looking For:</strong></p><ul><li>2+ years in a retail store management </li><li>Experience leading a team in a high-volume, customer-facing environment</li><li>A love for retail and building exceptional customer experiences</li><li>Strong leadership and coaching skills with a bias for action</li><li>Excellent communication and problem-solving ability</li><li>Comfortable with tech-enabled tools (Google Workspace, Slack, scheduling tools, etc.)</li><li>Willingness to work retail hours, including evenings, weekends, and holidays</li></ul><p><strong>Why You&#39;ll Love It at Clutch:</strong></p><ul><li>Make an Impact: Help shape the future of car buying and selling in Canada by leading a critical part of our customer experience.</li><li>Career Growth: Join a rapidly growing company with opportunities for leadership and professional development.</li><li>Great Team: Work alongside talented, driven, and collaborative colleagues who are passionate about what they do.</li><li>Competitive Compensation: Enjoy a strong compensation package, including salary,, and benefits.</li></ul><p></p></p></p>