Retail Experience 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 the Retail Experience Lead, you will play a key role in elevating Monos’ in-store experience and supporting the overall Retail Experience vision. This role partners closely with the Director, Retail Experience to ensure every touchpoint across our stores reflects excellence in hospitality, visual storytelling, and operational execution.

Responsibilities

• Support Monos’ vision of redefining retail through hospitality and thoughtful service. Ensure that stores feel warm, welcoming, and aligned with our brand values.
• Support Facilities & Maintenance (F&M) needs across the stores, including tracking store repairs, coordinating with vendors, and ensuring stores remain well-maintained, safe, and presentation-ready. 
• Assist in maintaining, updating, and rolling out Guest experience standards, service flows, and hospitality-driven training materials across all stores.
• Partner with store leadership to strengthen consistency in Guest interactions, service execution, and hospitality touchpoints.
• Work closely with the Director, Retail Experience to support daily operational needs, strategic initiatives, and cross-functional alignment.
• Assist with the creation, maintenance, and organization of SOPs, training guides, and operational frameworks.
• Coordinate with HQ teams including Retail Ops, CH, Supply Chain, and Marketing to ensure clarity, alignment, and timely rollout of retail programs.
• Aid in building and sustaining Monos’ retail onboarding frameworks for HQ, Regional Managers, Store Managers, ASMs, Team Leads, and Hosts.
• Support the development of training content related to hospitality and store operations
• Help prepare and deliver training sessions, leadership workshops, and Retail Forum materials.
• Act as a resource for Store Managers and Leads regarding policies, onboarding support, people processes, and training expectations.
• Help prepare internal communications, announcements, and newsletters within our communication tools
• Assist in tracking scheduling frameworks, staffing model guidelines, leave policies, and operational compliance across the fleet.
• Partner with the Director on distributing VM guidelines, planograms, and seasonal direction to stores.
• Support store-level compliance by maintaining documentation and helping gather or organize VM reference materials.
• Support retail team preparedness during key seasonal moments such as Black Friday, holidays, and major launches
• Help coordinate logistics for retail events, programs, or special projects.
• Perform other duties as assigned to support the Director and Retail Division team’s goals.
• Travel as required to support in-store initiatives, openings, activations, and cross-functional retail projects.
  
  

Core Competencies

• Organization & operational excellence
• Communication & cross-functional alignment
• Project management & follow-through
• Hospitality mindset & Guest-first approach
• Adaptability in a fast-paced environment
• Training content development & documentation
• Problem solving & initiative
  
  

Experience Level

• 2–4 years of experience in retail operations, hospitality, or a similar HQ retail support role.
• Experience supporting multi-store environments is an asset.
• Strong communication and project management skills with excellent attention to detail.
• Familiarity with Google Workspace, Notion, Slack, and retail tech tools (Deputy, POS systems, etc.) is preferred.
  
  

Bonus points if you have skills in: 

• Experience in premium or experiential retail
• Background in service/hospitality training
• Experience creating SOPs or training content
• Visual merchandising familiarity
  
  

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, vacation, and benefits package
• Pet friendly office
• Fun company events
• Casual dress
• Flexible work schedule