Retail Team Lead

About Monos

Monos is a Canadian-based, sustainability-focused travel and lifestyle brand, offering premium luggage and travel essentials at accessible prices. Inspired by the Japanese concept of mono no aware, the profound appreciation of beauty in fleeting moments, we emphasize the joy of the journey.

We're proud to be the first North American luggage brand to achieve certified B Corporation® status. This certification represents more than a seal of approval, it's a testament to our belief that thoughtful design can coexist with social and environmental consciousness. Through our partnership with veritree, we've planted nearly 1.3 million trees across two forests in Kenya - offsetting 412,335 metric tons of CO₂. Beyond reforestation, this collaboration creates hundreds of living-wage jobs in local communities, nurturing both the environment and the people who call these places home.

At Monos, our retail experience blends thoughtful hospitality with a deep passion for our products, creating a warm, educational, and pressure-free environment. We go beyond just selling products by focusing on quality, craftsmanship, and sustainability, ensuring every interaction is meaningful and aligned with our brand values, where customers feel valued and informed.

We pride ourselves on fostering a diverse and inclusive workplace where everyone feels valued, respected, and supported. We're proud to be recognized as one of Canada's Most Admired Cultures and a Great Place to Work.

With big plans for the future - including purpose-driven product launches, new brick-and-mortar retail locations, and establishing ourselves as leaders in the travel industry - we're looking for passionate, skilled, and driven individuals to join our team.

As a Team Lead for the Retail Experience team, you will have a fulfilling career upholding standards of Guest experience & operational excellence.

Responsibilities

• Champion Monos' vision of redefining retail by infusing hospitality into every aspect of the customer journey. Ensure that stores are more than just places to shop-they should feel like welcoming, thoughtfully curated experiences that leave a lasting impression on every guest.
• Lead by example in delivering an exceptional Guest experience by providing personalized service, addressing Guest inquiries and concerns with professionalism, and maintaining a welcoming, educational, and pressure-free store environment.
• Support store leadership in overseeing daily store operations, including opening and closing procedures, POS system usage, reconciliation of cash/receipts, product receiving, restocking, and visual merchandising execution.
• Train, coach, and mentor retail Hosts to strengthen product knowledge, selling skills, and Guest interaction techniques; support onboarding of new team members in alignment with company standards.
• Monitor and maintain store presentation standards, ensuring that product displays are organized, signage is accurate, and the store is clean and compliant with safety protocols.
• Assist in executing operational and administrative tasks, such as inventory counts, supply restocking, back-of-house organization, and incident reporting as directed by Store Management.
• Act as point of contact in the absence of the Store Manager or Assistant Store Manager, making informed decisions related to Guest experience, team coordination, and basic operational problem-solving.
• Model and promote a positive, inclusive work environment, fostering strong team collaboration, constructive feedback, and alignment with Monos' hospitality-focused values.
• Comply with all company policies and procedures, including those related to workplace conduct, safety, loss prevention, scheduling, and timekeeping.
• May be offered the opportunity to travel on occasion to support new store openings, seasonal activations, or training initiatives, as determined by business needs and performance.
• Perform other duties as assigned by store leadership to support retail and business objectives.

Experience Level

• 2-4 years experience in retail or hospitality
• Strong leadership skills with the ability to act as an inspirational and motivating leader
• Outstanding customer service skills
• Inventory management and merchandising experience
• Exceptional communication skills to be able to communicate effectively with store team and customers
• Outstanding customer service skills
• Ability to problem solve and work well under pressure
• Experience using Shopify is an asset but not required
• Must be able to work flexible hours including early evenings and weekends

Physical Requirements
Able to lift and carry up to 25-30 lbs.
Able to stand and walk continuously for extended periods throughout scheduled shifts.
Able to frequently move throughout the store, including ascending and descending stairs where applicable.
Able to bend, reach, kneel, squat, and perform repetitive movements associated with stocking, merchandising, and assisting guests.
Able to perform the essential functions of the position, with or without reasonable accommodation.

Why be a part of Monos?

• Rocketing growth - yours and ours. At Monos, there are lots of opportunities for personal and professional growth. That's because we believe in developing, investing, and promoting from within.
• Outstanding culture - entrepreneurial, fun and leads with empathy
• Company discount on Monos luggage for yourself and friends/family
• Competitive salary
• Bonus Program
• Health and dental benefits (for eligible full-time positions only)
• Paid vacation time off (for eligible full-time positions only)

Compensation:

Our compensation philosophy emphasizes fair recognition of employee contributions through competitive salaries and performance-based incentives, grounded in market analysis and a commitment to internal equity.

Our Values:

• Lead with empathy - Walk a mile in someone else's shoes.
• Less but better - Refine, don't embellish.
• Just roll - Good is the enemy of great, but perfect is the enemy of done.

To Apply:
Please submit both:

• Your resume
• A short video interview via the link below

Applications without a completed video interview will not be considered.
This helps us review all candidates consistently and get to know you beyond your resume.

Video Interview Link:

Monos upholds Equal Employment Opportunity principles. We are dedicated to fostering a respectful, diverse, and inclusive hiring environment across all the communities we serve, encouraging individuals to express their authentic selves. Our commitment to fair hiring practices extends to all candidates and employees, irrespective of race, ethnicity, citizenship, creed, place of origin, religion, gender, gender identity, sexual orientation, family status, marital status, disability, age, or any other protected characteristic.

Individuals requiring accommodation at any stage of the recruitment process may notify the hiring manager or indicate their needs during the application process, and we will work with them to provide appropriate support in accordance with applicable legislation.