About Clutch:
We're on a mission to reinvent how people buy, sell, and own cars. Are you game?
Clutch is Canada'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.
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's Clutch.
Recognized four years running on The Globe & Mail's list of Canada's Top Growing Companies—and with back-to-back spots on Deloitte's Technology Fast 50™ and Fast 500™—we'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.
About the Role
As the Retail Store Manager at our new location in Markville Mall, you'll lead the charge in bringing our digital brand to life in a physical space. You'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.
Location: Markham, Ontario (Markville Mall)
Team: Retail Operations
Reports To: David Brady
Type: Full-time
Key Responsibilities
People Leadership:
- Train and lead Field Specialists and Team Lead
- Set clear expectations and provide ongoing 1:1 coaching and development conversations
- Build individualized development plans and support career progression within the team
- Foster a team culture that is customer-obsessed, accountable, and collaborative
Customer Experience:
- Own the in-store experience from first connection to a fond farewell — ensure it's welcoming, seamless, and best in class
- Be hands-on with customers during busy periods or peak times
- Act as a Clutch ambassador — both in-store and with the broader community
Operations & Execution:
- Oversee day-to-day store operations including open/close procedures, inventory, and scheduling
- Manage staffing levels to match customer volume and appointment flow
- Maintain clean, organized, and brand-aligned retail and field spaces
Performance Management:
- Track key performance metrics (NPS, conversions, attendance, timely assistance, online reviews, etc.) and report regularly
- Identify opportunities to improve team productivity, efficiency, and customer satisfaction
- Partner cross-functionally with Field Operations, Customer Experience, Brand Marketing, Sell to Clutch, Retail, and Production teams
Administration & Compliance:
- Manage store-level scheduling and budgeting
- Build strong relationships with property managers and community stakeholders
- Ensure compliance with safety, security, and company policies
What We're Looking For:
- 2+ years in a retail store management
- Experience leading a team in a high-volume, customer-facing environment
- A love for retail and building exceptional customer experiences
- Strong leadership and coaching skills with a bias for action
- Excellent communication and problem-solving ability
- Comfortable with tech-enabled tools (Google Workspace, Slack, scheduling tools, etc.)
- Willingness to work retail hours, including evenings, weekends, and holidays
Why You'll Love It at Clutch:
- Make an Impact: Help shape the future of car buying and selling in Canada by leading a critical part of our customer experience.
- Career Growth: Join a rapidly growing company with opportunities for leadership and professional development.
- Great Team: Work alongside talented, driven, and collaborative colleagues who are passionate about what they do.
- Competitive Compensation: Enjoy a strong compensation package, including salary,, and benefits.
