Retail & Commercial Services Coordinator

Across our three hospitals and eight satellite sites, Scarborough Health Network (SHN) is shaping the future of care. Our many programs and services are designed around the needs of one of Canada’s most vibrant and diverse communities. We are home to North America’s largest nephrology program, as well as the designated cardiac care and spine centre for Scarborough and surrounding communities to the east. We are proud to be a community-affiliated teaching site for the University of Toronto and partner with a number of other universities and colleges, helping to train the next generation of health care professionals. SHN is the recipient of the Excellence in Diversity and Inclusion Award, from the Canadian College of Health Leaders, for our work led by the Organizational Development and Diversity Department on our Leading edge Communities of Inclusion, Inclusion Calendar and our innovative Health Equity Certificate programs. We are also proud to be named Canada’s Most Admired Corporate Cultures for 2023! Learn more at shn.ca

Job Description:

Reporting to the Manager, Retail & Commercial Services, the Retail & Commercial Services Coordinator will oversee all aspects of our Gift Shop, Vendor Program and Guest Chef Program. In addition, the Coordinator will help support initiatives within the Commercial Services department, including but not limited to, Events & Conference Services, Leasing Services, oversite of SHN’s satellite site properties, and other revenue generating initiatives.
You will help create and execute a retail and commercial strategy that provides products and services that are valuable to staff and ultimately improve the patient and family experience, while growing revenue and contributing to the networks bottom line. The successful candidate must possess the ability to engage, lead and influence a diverse volunteer group, high-school and post-secondary co-op students to ensure the shops meet its sales goal and delivers a high level of customer service. In addition, you will support the planning and execution of special events, conferences, and meetings. This is a unique opportunity to apply your passion for retail and event planning in a healthcare environment, while overseeing a group of diverse volunteers and students.

Responsibilities:

• Propose improvements and modifications that align with current market trends and support corporate strategic objectives.
• Develop and maintain department/corporate standards and Policy & Procedures for retail and commercial operations
• Work with Volunteer Services in recruitment and placement of volunteers, and high school & post-secondary co-op students in giftshops
• Orient, train, coach and support shop volunteers & co-op students to deliver on sales goals and customer service standards
• Schedule volunteers & co-op students, manage absenteeism and replace shifts as needed to ensure shops are appropriately staffed
• Ensure all shop volunteers & co-op students adhere to hospital policies and guidelines
• Handle and resolve all customer complaints/issues
• Source, select and purchase merchandise to be sold through the giftshops
• Monitor and maintain store inventory, responding to feedback on product needs and customer requests
• Receive and process shipments, update inventory system
• Minimize inventory shrinkage and all other risks to ensure stores meet hospital policies and guidelines
• Ensure visual merchandising and housekeeping standards are met on a daily basis
• Reconcile daily sales and prepare bank deposits
• Review and process invoices for accurate and timely payment
• Plan, promote and execute marketing events and promotions
• Support the delivery of event services, including catering requests, vendor selection, and event operations
• Manage the Vendor Program & Guest Chef Program, including vendor selection, booking, payment processing, vendor adherence to SHN policies and guidelines

Requirements:

• 2+ years of experience as a Retail Assistant, Retail Manager or similar position
• 2+ years of experience supervising staff/volunteers
• Post-secondary degree or equivalent
• Degree or diploma in Retail Management, Visual Merchandising, or Event Planning preferred
• Passion for creating and delivering an exceptional customer experience
• Strong interpersonal skills including diplomacy, empathy and the ability to manage difficult situations
• Ability to coach, teach and inspire others
• Ability to work collaboratively with others, yet self-motivated and able to exercise sound judgement and thrive with little supervision
• Ability to travel between three sites and work occasional evenings and weekends as needed
• Ability to move around sales floor and stock room, and lift/carry up to 30 lbs
• Computer skills required, including knowledge of point of sales systems and inventory management systems
• Strong planning skills, including the ability to manage multiple tasks

Accommodation and Diversity Statement:
Scarborough Health Network (SHN) embraces and celebrates our community’s unique multicultural heritage and diversity. SHN is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.
We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.

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