Job Description

Endy is setting the benchmark in modern retail and customer experience. We are looking to hire a Full-Time Retail & Product Experience Coordinator to support our growing retail footprint. This is a unique opportunity to gain hands-on experience across multiple areas of the business, including Operations, Sales, Customer Experience, Creative and Marketing, while directly supporting our retail teams.

Reporting directly to the Manager of Retail and Product Experience, you will support the business to scale while maintaining quality standards. This position will support the growing operational demands of the Business Development team by owning tactical execution and day-to-day project delivery at Endy. The Retail & Product Experience Coordinator will have a keen focus on warranty administration, product documentation, training support, compiling key customer data and providing product marketing support as needed.

This is a hybrid position based out of our Toronto office – 60 Adelaide St E.

In This Role You Will:

• Execute month-end warranty processes including claim review, credit note compilation, credit dispersal, and supplier follow-up resulting in accurate claims reporting, high-quality credit note documentation, and on-time supplier payments in partnership with suppliers, and the Finance and Sourcing teams.
• Maintain warranty tracking records, issue warranty coverage and lot number communications at the onset of new supplier partnerships, and flag compliance issues as they arise ensuring that they are resolved against predetermined SLAs and that records are kept accurate and up to date throughout the year.
• Provide day-to-day administrative and project support to the Manager of Retail and Product Experience, including reviewing signage and collateral prior to print.
• Build and maintain GTM and kickoff decks, coordinating cross-functionally with Operations, Sales, CX, Creative, and Marketing.
• Maintain and update the Source of Truth (SOT), Product Change Logs, and Product Launch documentation to ensure accuracy and accessibility resulting in current, error-free product documentation, consistent cross-team visibility, and timely updates at every launch milestone in collaboration with the Product, Marketing, and Operations teams.
• Provide assistance on product and retail store training efforts, including coordination and delivery of onboarding sessions, lunch-and-learns, alongside ad hoc training as required ensuring consistent training delivery, high participant engagement, and measurable knowledge retention across all onboarding and ad hoc sessions and in collaboration with training teams across the organization.
• Deliver monthly VOC recaps, highlighting key wins and flags across defect, warranty, and customer review data, ensuring that recaps are delivered on time, and key flags are escalated within agreed SLA timelines in partnership with the Defect and Warranty team.

Who you are:

• University/College Degree in Business, Retail Administration or related discipline.
• 1–3 years of experience in retail operations, retail merchandising, or operations (experience in a retail network or multi-store environment is a plus)
• Experience with warranty or defect tracking processes
• Familiarity with retail product lifecycle and go-to market (GTM) processes
• Experience creating or delivering training materials to an audience
• Exposure to Voice of Customer (VOC) or customer insights analysis and reporting
• Demonstrated ability to think critically, solve problems creatively, and simplify complex information
• Proven experience managing and maintaining relationships with both external and internal stakeholders
• Exceptional organizational, written and verbal communication skills, with strong attention to detail
• Ability to work in fast-paced environment with competing priorities
• Proficiency Google Suite tools, and project management platforms (e.g., Wrike)
• Experience in, or openness to, utilizing AI tools to improve efficiency and streamline workflows

Why you’ll love working at Endy:

• A people-first, purpose-driven culture
• Generous vacation and wellness days
• Competitive salary and benefits
• Hybrid work model with a beautiful Toronto HQ
• Employee discounts and perks—including the best sleep of your life

Additional Information

This is a current open position. The salary range for this position is $48,000-$55,000. Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market.

Our recruitment process incorporates various screening technologies, which may include AI, to screen for employability or suitability. Human recruiters review all applications.

Inclusion & Belonging

We are committed to building a company culture of inclusion and diversity where differences are embraced and valued, this allows us to better understand and meet the needs of our customers and the communities we serve. We want to ensure every job applicant is treated fairly and with respect regarding race, national or ethnic origin, religion, age, gender, sexual orientation, or disability. Upon request, accommodations are available during all stages of the recruitment process.

Here at Endy, we are a group of innovators, leaders, and dreamers who are shifting the way Canadians think about sleep. Not only are we experts in various fields of the eCommerce industry, we are also a culturally diverse group of world travelers, foodies, book lovers, wellness enthusiasts, and pop culture fans who are creative, innovative, driven, and inspiring. We often blur the line between creativity and analytics, integrating both to achieve outstanding results.