Description
evo Purpose: To make life better by building community and igniting the adventurous spirit that lives within us all. evo is a leading multi-channel retail brand that stands at the intersection of community, commerce, adventure sports, and the outdoor lifestyle. We offer a distinctly-curated product assortment, and highly-crafted customer experiences. At evo, we define success differently than most, balancing three goals equally: 1) Building an iconic brand and business; 2) creating an extraordinary place and path for our team; and 3) leveraging our success to drive community impact. We are a company driven by our purpose and values, with a collective passion for community, sports and lifestyle, and a drive to together build something that lasts and matters.
The Job:
As the Retail Guest Services Lead, you play a key role in driving an outstanding guest experience, supporting a high-functioning team, and helping bring evo’s mission to life through leadership, communication, and a strong service presence. You’re equal parts people leader, service expert, and operational driver—keeping the floor running smoothly and our guests stoked.
Your passion for people, deep knowledge of ski, snowboard, and bike gear, and ability to foster authentic relationships will help create memorable experiences for every guest who walks through our doors. You'll be a key driver of engagement—not just with customers, but also with our local community and industry partners. As the lead for evo’s Referral Program, you’ll cultivate meaningful connections with travel agents, concierge teams, and guide partners to expand our reach and strengthen our brand.
This is a leadership role for someone who thrives on connection, builds trust through action, and is excited to elevate both the team and the customer experience every day.
The Perks:
Complimentary Whistler Bike Park Pass (eligibility requirements apply)
Complimentary Whistler Blackcomb Spirit Pass (eligibility requirements apply)
40 Hours of Paid Volunteer Time
Charitable Donation Matching Program
Extended Medical Coverage (eligibility requirements apply*)
Employee Discounts and access to exclusive pro deals on top brands
Time Together Outdoors– ride days, community events, and volunteer activities
Note: Availability of the benefits and perks may be subject to your location, tenure and employment type. The Company reserves the right to alter these benefits and perks in whole or in part at any time.
*Benefit not eligible for seasonal employees must work full-time, and meet the criteria to qualify for benefits.
What You'll Get to Do:
Team Leadership
Partner with store leadership to keep the team motivated, efficient, and focused on delivering exceptional guest experiences.
Provide hands-on training, clear direction, and real-time coaching to retail and guest services crew members.
Assist in building and maintaining the staff schedule in collaboration with the Service Shop Lead, Rental Lead, and Store Manager—ensuring balanced floor coverage across all business hours.
Actively mentor and support your team’s growth by participating in hiring, onboarding, and ongoing development efforts.
Set the tone on the floor by modeling positivity, accountability, and a strong work ethic each day.
Provide regular, constructive feedback and help team members grow through goal-setting and performance conversations.
Manage daily floor operations—checking in with staff, overseeing breaks, and ensuring smooth transitions and coverage throughout the day.
Customer Experience
Keep the vibe high and the service dialed—ensuring every guest feels welcome, supported, and cared for from the moment they walk in.
Empower and train the team to deliver consistent, high-level service backed by product knowledge.
Jump in to support guests when needed—resolving a service issue with empathy and efficiency.
Collaborate with leadership on the execution of sales strategies, seasonal promotions, and in-store events that drive business and build community.
Referral Program & Partner Engagement
Own and grow evo’s Referral Program, cultivating strong relationships with travel agents, hotel concierges, tour operators, and other referral partners.
Develop outreach strategies to expand the referral network—regularly engaging partners with updates, resources, and personalized communication.
Act as the main point of contact for referral partners, providing consistent service, information, and support to ensure alignment and satisfaction.
Track and report on referral trends and performance, sharing insights with leadership and identifying new opportunities to deepen partner engagement.
Collaborate with the marketing and retail teams to align referral initiatives with seasonal campaigns, local events, and experiential offerings.
Inventory Operations
Ensure inventory accuracy and support smooth product flow—making sure gear is where it needs to be and readily available to guests.
Communicate discrepancies to the Data and Inventory teams, and help troubleshoot and resolve issues efficiently.
Lead regular inventory counts, help maintain loss prevention protocols, and implement best practices to minimize shrink.
Store Support
Support daily store operations including opening/closing procedures, register management, and task delegation.
Assist with visual merchandising, markdowns, and the execution of in-store promotions and seasonal transitions.
Use evo systems (Aralco, Moneris, Easyrent, etc.) to fulfill guest needs and support team operations.
Culture & Communication
Foster a respectful, inclusive, and fun work environment where everyone feels welcome and empowered to contribute.
Act as a communication bridge between departments—sharing updates, feedback, and goals across retail, rentals, service shop, and leadership teams.
Show up with energy, enthusiasm, and a solutions-focused mindset—leading by example every shift.
Requirements
What You'll Bring to the Team:
4+ years of experience leading high-performing teams in fast-paced, customer-facing environments
Strong leadership with a thoughtful, patient, and kind approach to motivating and supporting team members
Proven ability to coach staff, deliver exceptional customer service, and drive sales through action and example
Skilled in setting goals, giving and receiving feedback, and building a collaborative, team-first culture
Highly organized and adaptable—you stay calm, focused, and effective in dynamic, seasonal retail environments
Solutions-focused under pressure, especially during peak times or when resolving customer issues
Excellent communicator with a natural ability to build trust and strong relationships with customers, teammates, and partners
A solid understanding of evo’s brand and values, paired with genuine passion for the outdoors.
Embraces and consistently demonstrates evo’s core values: The Great 8
At evo, we are working to build and nurture a culture where equity, inclusivity, and compassion are inherent to how we operate and evolve. We recognize and value the uniqueness of each individual's experiences and understand the power in the diversity of ideas and opinions. Guided by our values and mission to promote more inclusive outdoor spaces, we are working to develop a team that is equally representative of the community we hope to build.
While there is more work to be done, we are in the process of evolving our toolset. We are committed to providing the space, support, and resources necessary for each individual to feel heard and valued. If you are interested in contributing your unique voice to our journey, we welcome you to apply!
evo is an equal opportunity employer. We believe the participation of individuals of diverse ages, races, religions, cultures, abilities and personalities will add to personal development and organizational success. All employees and potential employees will be recruited, selected, trained, and promoted without regard to sex, sexual orientation, race, religion, marital or military status, age, national origin, color, the presence of any mental, physical, or sensory disability, genetic information, gender identity, political ideology, or any other basis prohibited by law.
The base wage for this role ranges from $25.00/hr to $26.50/hr. Where you land in that range depends on your skills and experience, and we also factor in internal pay equity. While the full range is listed for this role, we rarely hire at the top of the range, leaving room for professional and financial growth in role.
At evo, we continually evolve our pay process and total rewards offerings to ensure pay is fair and easy to understand. While every individual's needs are unique, we are proud to offer a benefits package that has been carefully curated to support both your personal life and professional aspirations.
