Director Retail Operations & Strategic Partnerships

Director Retail Operations & Strategic Partnerships
Reports To
Head Of Retail Canada

Location
Canada East - regional role based in Quebec/Eastern Canada, with travel across the region (estimated 40%)

Role Summary
Director Retail Operations & Strategic Partnerships 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.

Building and cultivating strategic partnerships across the Insurance, Fleet, and Dealership channels will be critical to the success of this role.

Key Responsibilities
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.

Standardize operational processes in alignment with the national strategic plan, improving documentation and strengthening communication and follow-up across the retail network

Support commercial retail operations in coordination with the Sr Technical Director, aligning technical and retail execution.

Coordinate retail initiatives and project execution by tracking timelines, deliverables, responsibilities, and required follow-ups.

Financial & P&L Accountability

An 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, and optimization initiatives within the region.

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

Build and nurture strategic partnerships across the Insurance, Fleet, and Dealership channels to drive customer acquisition and long-term growth.

Health, Safety & Compliance

Champion a strong health and safety culture, ensuring all locations meet occupational health and safety obligations and PGW standards.

Ensure adherence to provincial regulatory requirements across the Eastern Canada region.

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.

Take on additional tasks and responsibilities as required to support evolving business needs and as assigned by direct management.

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…