ABOUT IHL

Founded in 1985, IHL is a Canadian, family-owned company committed to delivering exceptional quality, outstanding service, and competitive value to customers in the construction industry. As an innovative and rapidly growing industry leader, we strive to support and inspire our community of builders and contractors, empowering them to achieve more.

Our continued growth and success in retail construction and supply chain management are rooted in our dedication to building strong, long-lasting relationships with our customers and the communities we serve.

ABOUT THE ROLE

As a key member of the IHL team, the Custom Shop Manager is an entrepreneurial, customer-focused, and results-driven leader responsible for growing and managing the IHL Custom Shop.

This role oversees both the operational and business development aspects of the Custom Shop, helping contractors and businesses bring their brands to life through customized DuraDrive workwear and apparel. The successful candidate will drive sales growth, manage production workflows, deliver exceptional customer experiences, and establish scalable processes that support long-term success.

The ideal candidate has experience in sales, operations, customer service, and project coordination, with a passion for building relationships and growing a business.

CORE RESPONSIBILITIES

Essential Duties and Responsibilities include, but are not limited to the following:

Business Development & Sales

• Develop and execute strategies to grow Custom Shop sales and customer adoption.
• Identify and pursue new business opportunities with contractors, businesses, and organizations.
• Build and maintain strong customer relationships to drive repeat business.
• Prepare quotes, manage pricing, and ensure profitable project execution.

Operations & Production Management

• Oversee day-to-day Custom Shop operations, from order intake to final delivery.
• Coordinate production schedules and workflows to ensure quality and on-time completion.
• Manage vendor and supplier relationships related to apparel decoration and customization.
• Monitor inventory requirements and recommend product offerings based on customer demand.

Customer Experience

• Serve as the primary point of contact for Custom Shop customers.
• Guide customers through apparel selection, branding options, and project requirements.
• Resolve customer concerns and ensure a high level of satisfaction throughout the process.
• Maintain quality standards across all custom orders.

Process Improvement & Growth

• Develop systems and procedures to improve efficiency and scalability.
• Track sales performance, project profitability, and operational metrics.
• Identify opportunities for new products, services, and market expansion.
• Collaborate with internal teams to support marketing initiatives and promotional campaigns.

EXPERIENCE AND SKILLS

• Experience in sales, business development or retail operations.
• Strong customer service and relationship-building skills.
• Excellent organizational and multitasking abilities.
• Ability to manage projects from concept to completion.
• Strong communication and problem-solving skills.
• Experience in custom apparel, promotional products, printing, embroidery, or related industries is an asset.
• Entrepreneurial mindset with a focus on growth and continuous improvement.

Benefits of Working with IHL

IHL Canada offers a collaborative, respectful work environment with tremendous opportunities for professional development and career growth.

We are a family-owned and operated business that values a healthy work/life balance. We encourage and reward team members' contributions by offering competitive wages and comprehensive health benefits.

IHL Canada proudly promotes an inclusive workplace, which fosters teamwork and mutual respect. As we continue to grow, we actively encourage diversity, equity, and inclusion within all levels of the organization.

Accessibility

IHL Canada has created policies and procedures to meet the required Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005.

Our Accessibility policies are available for your review in several formats. Should you wish access to these documents, please email hr@ihlcanada.com.