Director Retail Servs

Position Title

Regional Director – Retail Operations, Canada East

Reports To

Sr. Director of Strategy & retail

Location

Canada East (Regional role with frequent travel)

Role Summary

The Regional Director, Retail Operations – Canada East is accountable for the operational, financial, and people performance of all retail locations within the Eastern Canada region. This role translates national retail strategy into consistent regional execution, ensures strong P&L performance at the regional level, and builds a high‑performing team of Regional and Branch Managers.

As a key leader in the new Retail Division, the Regional Director drives operational excellence, safety, customer experience, and profitable growth while acting as the primary link between store‑level execution and national retail leadership.

Key Responsibilities

Regional Operational Leadership

• Lead and oversee all retail operations within the Canada East region, ensuring consistent execution of operating standards, policies, and procedures across all locations.


• Drive performance against key operational KPIs including sales, margin, labor efficiency, customer satisfaction, and safety.


• Ensure compliance with all regulatory, safety, and company standards across the region.


• Identify operational gaps and implement corrective actions to improve consistency and results across locations.

Financial & P&L Accountability

• Own and manage the regional P&L, including revenue, cost control, labor management, and contribution margin.


• Partner with Finance to review regional performance, forecasts, and corrective action plans.


• Identify and execute productivity, cost‑reduction, and margin‑improvement initiatives.


• Support budgeting and forecasting processes aligned with national retail objectives.

People Leadership & Talent Development

• Lead, coach, and develop Regional Managers and Branch Managers to build a strong leadership pipeline.


• Establish clear accountability, performance expectations, and succession plans within the region.


• Support recruitment, onboarding and ongoing development of retail leadership and frontline teams.


• Foster a culture of accountability, operational discipline, customer focus, and continuous improvement.

Customer Experience & Growth

• Ensure an exceptional and consistent customer experience across all retail locations in the region.


• Partner with Sales and Marketing to support customer acquisition, retention, and local growth initiatives.


• Support new store openings, relocations, consolidations, or optimization initiatives within the region.


• Actively monitor customer feedback and NPS results, ensuring action plans are in place where required.

Cross‑Functional Collaboration

• Work closely with Supply Chain, Sales, HR, Finance, and Safety teams to ensure alignment and effective execution.


• Serve as the regional retail liaison for national initiatives, pilots, and change management efforts.


• Ensure clear and effective communication between national retail leadership and regional/store teams.

Qualifications & Experience

• 8+ years of progressive leadership experience in multi‑site retail or service operations.


• Proven experience managing regional or multi‑location operations with direct P&L responsibility.


• Strong people‑leadership skills with demonstrated success leading leaders.


• Solid financial acumen with experience using data to drive decisions.


• Hands‑on, execution‑focused leadership style with the ability to operate both strategically and tactically.


• Willingness and ability to travel extensively within the assigned region.

Success in This Role Looks Like

• Consistent operational performance and KPI execution across all Canada East retail locations.


• Strong regional financial results with improving margins and cost control.


• High employee engagement, strong leadership bench, and low regretted turnover.


• Improved customer satisfaction and NPS across the region.


• A scalable, well‑controlled regional platform that supports national retail growth.