Retail Director

Overview
This position is the leader of the Canada retail store organization, and is accountable for leading the retail team that delivers results across multiple brands and geographies. This position reports directly into the VP, Country Manager – Canada. The direct reports of this position include General Managers and the Country Visual Manager. The position is based in Toronto.

Responsibilities:

1. Align store teams to achieve organizational goals by communicating an inspirational vision, expecting high performance, celebrating accomplishments and holding team accountable for results.
2. Create and maintain a sales and service culture to drive sales and profitability through analysis of business plans, forecasts, and results, as well as the competitive market to create and influence new customer acquisition and customer retention strategies.
3. Implement the retail business strategy and scorecard for all Canada stores across all brands that maximizes retail profitability and focuses team on country’s priorities.
4. Participate in financial budgeting and forecasting process by analysing sales and margin trends and recommending forecasts that reflect changes to the retail business.
5. Partner closely with Merchant, Inventory, and Finance teams to communicate retail channel needs and opportunities, providing constructive feedback to cross-functional partners, and ensuring feedback is addressed.
6. Maintain close partnership with Country Visual Manager to ensure visual merchandising strategies are in line with brand direction and market relevant.
7. Ensure store standards are maintained in accordance with company policies and procedures, best practice sharing, and audit compliance.
8. Hold store teams accountable for achieving results including budgeted sales, payroll, net contribution and other key metrics. Directly responsible for P&L accountability across all stores.
9. Scrutinize composition of store management and associate teams; ensure roles are clearly defined and SPH accountabilities are met.
10. Drive policy & procedures and audit compliance.
11. Oversee in-store events and activities. Partner with marketing & PR teams on social media campaigns and in-store events.
12. Increase social media presence and engagement across the brands, increasing followership on social accounts. Oversee the performance management process for the store teams.
13. Recruit, develop and motivate the store leadership team that represents the best talent in retail.
14. Train, motivate and challenge teams to meet financial goals, proactively resolve problems, and enhance team performance.
15. Develop initiatives to drive sales and build customer loyalty through programs including: clienteling, in-store experiences and design consultations, registry, and community outreach.
16. Partner with the Store Development team on new store construction and remodels as well as ongoing maintenance.
17. Foster collaborative relationships with other leadership team members, corporate partners in the US and with other store leaders around the world.

Competencies Leverages:

Financial Acumen

1. Manage the P&L to achieve the financial goals for each store as well as for the overall country.
2. Achieve results through the understanding of and interaction between store metrics including sales, payroll and net contribution.

Drives Innovation & Change

1. Implement each brands’ retail strategy as communicated by brand SVPs. Influence brands initiatives to be relevant to the Canada market.
2. Identify opportunities and execute on strategies to improve profitability and performance.

Provides Influential Leadership

1. Model behaviour that respects the background, experience and cultural differences of others, while upholding the integrity and the values of the Company.
2. Promote an environment that encourages participation, creativity, and learning by sharing best practices and building on the ideas of others across the market.
3. Record of achievement.

Develops Self & Others

1. Build management teams to train, motivate, and challenge store teams to meet financial goals, proactively resolve problems, and enhance team performance and customer service levels.
2. Ensure consistent application of performance management practices including but not limited to annual performance appraisals, progressive counseling activities and developmental plans.
3. Proactively engage with all retail team members, identifying bench strength, potential talent and areas of opportunity for development.
4. Initiates a self-development plan to ensure continual professional development.

Creates Teams & Partnerships

1. Recruit and select highly talented people and build succession plans designed to meet Brand and company growth goals. Collaborate with peers to develop a company-wide talent pipeline.
2. Foster open communication and an environment where all associates are treated fairly and with dignity and respect, in accordance with our People First Philosophy.

Focuses on the Customer

1. Fosters a culture of exceptional selling and service where associates are empowered to create positive, lasting impressions that make our store a destination for our product, our expertise, and instore/in-home experiences.
2. Develop strategies to drive sales and build customer loyalty through store programs including; clienteling, decorating/entertaining/culinary classes and in-store and in-home appointments, events, registry and community outreach.
3. Serve as an advocate for the Company, the industry, and marketplace by continuously promoting brand awareness and building customer loyalty.
4. Ensures all escalated customer service issues are resolved quickly.

Builds Operational Excellence

1. Ensure store standards are maintained throughout the country (e.g. visuals, cleanliness, back-ofhouse, inventory, Occupational Health & Safety) in accordance with Company and Country operating policies and procedures.
2. Create and maintain store census and rosters strategies for each store to meet and exceed payroll goals and minimize penalties. Provide training & guidance to store management for ongoing execution.

Drives Execution

1. Measure financial, operational, human resources and customer service results, and hold teams accountable for achieving region goals through ongoing store visits, reporting reviews, team, and one-on-one meetings.

Qualifications & Requirements:

1. 8-10 years of multi-store leadership experience in multi-brand retail organizations.
2. University qualifications in business, an MBA would be very highly regarded.
3. A thorough understanding of specialty retail processes including merchandising, inventory management, store operations, real estate management, logistics and transportation.
4. Business acumen needed to achieve financial results including sales, payroll and net contribution.
5. Home furnishings and interior design knowledge preferred, but not required.
6. Travel required across country.

**This position description is not inclusive of all duties and responsibilities and can be changed without notice.