Director - Retail Store Operations at TELUS

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.