Description
Join our team and what we'll accomplish together
At Retail LTD, we prioritize our customers, delivering exceptional experiences and fostering a culture of ownership and teamwork. We embrace continuous learning and innovation to stay ahead of industry trends, growing both professionally and personally.
With nearly 400 TELUS and Mobile Klinik (MK) stores across Canada, Retail LTD leads in customer experience for one of the nation’s top telecommunications providers. We are redefining modern retail through outstanding customer outcomes and digital transformation.
As the Director of Retail Store Operations, you will lead our TELUS and MK retail store network operations. You'll ensure operational excellence, drive innovation, and enhance customer experience through technology and AI integration. Together, we'll set new standards in retail.
Key Responsibilities:
Inventory Management:
Inventory Optimization: Strategize and execute inventory management protocols to maintain optimal stock levels across all retail outlets
Performance Monitoring & Systems: Define, track, and analyze Key Performance Indicators (KPIs) related to inventory. This includes overseeing the development and implementation of new reporting and processes
Cross-Functional Partnership: Collaborate closely with merchandising and supply chain to streamline inventory movement and distribution efficiency
Technology Leadership: Deploy and manage technology solutions to ensure real-time visibility and effective management of inventory
Channel Systems Reliability and Support
Maintain and support the evolution of system support processes for frontline teams
Partner with CIO, TELUS command Center and Reliability teams to develop best in class incident management playbooks and execute business continuity during systems disruptions
Advocacy for channels and system defect prioritization to reduce Sales Re pain points
Champion evolution of and modernization of system issue identification and resolution processes, to eliminate the need for reps reporting issues
Workforce Management and Planning
Deliver strong customer outcomes, productivity gains and cost savings via:
Forecasting, capacity planning, optimization and peak period planning
Strategic scheduling and staffing
Data-driven insights and analytics
Rigorous implementation of structured improvement initiatives
Champion new ways of working tools, processes, such as AI-powered forecasting tools to predict sales trends, customer traffic patterns, with greater accuracy
Security and Loss Prevention
Develop and oversee comprehensive loss prevention programs
Consider new technology solutions to enable real-time Behavioral Analysis, Automated Alerts, Facial Recognition, Predictive Analytics
Support team of investigators regularly conducting audits and investigations related to theft, fraud, and safety incidents
Ensure compliance with all safety and security regulations
Compliance
Ensure retail operations comply with operational standards
Develop and maintain operational policies and procedureal manuals
Manage regulatory audits and inspections
Implement training programs to ensure team awareness of compliance requirements
Monitor and report on compliance metrics and incidents
Partner with legal and risk management teams on compliance matters
Manage essential retail programs such as uniforms, store supplies, external partners and administrative necessities
Operational Innovation
Champion operational innovation and continuous improvement initiatives
Identify and implement best practices to enhance operational efficiency
Evaluate and pilot new technologies and operational tools
Benchmark against industry leaders and competitors
Foster a culture of innovation and creative problem-solving
Real Estate
Site selection and store expansion strategies
Oversee store opening, relocation, and closure processes
Manage lease compliance and renewal processes
Analyze store performance data to inform real estate decisions
What you bring
To thrive in this role, you are:
A strategic leader with a vision for operational excellence and change management
Business-savvy with strong financial acumen, data-driven decision-making skills, and a customer-focused mindset
A collaborative leader who excels in talent development and cross-functional teamwork
An innovator with a passion for continuous improvement and technology integration
Qualifications:
Bachelor's degree in Business, Retail Management, or related field
10+ years in retail operations
5+ years in senior leadership roles
Proven operational excellence
Experience with AI and machine learning in retail
Strong financial and P&L management
Excellent analytical and problem-solving skills
Exceptional leadership and communication skills
Preferred:
Lean Six Sigma or AI certification
Experience with retail technology
Background in change management
We look forward to having you join our team and contribute to our mission of setting new standards in retail operations. Together, we will achieve excellence and innovation, making a significant impact on our customers and the industry.
