Service Manager - St. John

Strack & Van Til

  • Saint John, NB
  • Permanent
  • Full-time
  • 28 days ago
Job Description:Service Manager Job DescriptionJob Title: Service ManagerDepartment: Front End Operations, Hiring, HR, Ecommerce, Maintenance, and FacilityFLSA Status: Salary – ExemptLocation:Revision Date:Position Summary:The Service Manager is a key member of the store’s leadership team, responsible for supporting overall Front End Operations with a focus on front-end, e-commerce performance, and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Til’s mission, vision, values and standards of excellence.Reporting Structure:
  • Reports to: Store Director and/or Assistant Store Director
  • Direct Reports: Front End Manager, Assistant Front End Manager, and E-Commerce personnel.
  • Indirect Reports: Full- and part-time associates, support staff, and in-store specialists
Key Responsibilities:Leadership & Supervision
  • Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.
  • Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.
  • Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.
Customer Experience & Service Standards
  • Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.
  • Works on the sales floor to support customer engagement and maintain visibility.
  • Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.
E-Commerce & Checkout Oversight
  • Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickups processes.
  • Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.
  • Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.
Operations & Financial Accountability
  • Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.
  • Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.
  • Supports implementation of company initiatives, promotions, and customer programs at the front end.
Compliance & Safety
  • Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.
  • Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.
  • Leads or supports training on loss prevention, cash handling, and emergency procedures.
Collaboration & Communication
  • Partners with other store leaders to ensure alignment across all departments.
  • Serves as a point of contact for cross-functional coordination and customer issue resolution.
  • Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.
Financial & Strategic Management
  • Drive store performance to meet or exceed sales goals, labor targets, shrink reduction, and gross margin objectives.
  • Analyze KPIs and market trends to inform decision-making and improve operational efficiency.
  • Support pricing, promotional, and community outreach strategies in collaboration with leadership.
Talent Development & Team Building
  • Lead recruitment and onboarding of a diverse and community-representative team.
  • Provide coaching, performance feedback, and succession planning to build future leaders.
  • Ensure consistent application of training and career development initiatives.
Merchandising & Inventory Management
  • Ensure proper execution of merchandising plans, seasonal transitions, and promotions.
  • Monitor inventory levels, manage ordering processes, and reduce shrink through effective controls.
  • Review competitor pricing and communicate findings to category buyers.
Community Engagement & Brand Representation
  • Act as a brand ambassador in the store and local community.
  • Represent the store at corporate meetings, company events, training, and special projects.
  • Encourage team involvement in company and community events.
Qualifications:Education & Experience
  • High School diploma or equivalent required; additional leadership or customer service training preferred.
  • Minimum of 1 year of retail leadership experience, with specific experience in front-end or service-related functions preferred.
  • Certified in food safety.
Skills & Competencies
  • Strong leadership, interpersonal, and customer service skills.
  • Proficiency in managing point-of-sale systems, cash procedures, and scheduling tools.
  • Effective communicator and team builder with the ability to resolve conflicts and lead by example.
  • Solid understanding of e-commerce workflows, customer expectations, and retail operations.
Work Environment & Physical Requirements:
  • Must be able to lift up to 40 pounds occasionally, stand and walk for extended periods, and perform front-end tasks including scanning and bagging.
  • Exposure to standard retail and e-commerce environments, including occasional outdoor elements during customer pickups.
Nondisclosure & Confidentiality:Responsibility
  • Access to sensitive operational data including sales performance, labor schedules, and POS activity.
  • Authorized to recommend purchases, enforce front-end budgets, and provide feedback on expense control measures.
Strack & Van Til is an Equal Employment Opportunity EmployerWe are committed to creating a respectable, inclusive workplace that reflects the communities we serve.

Strack & Van Til