Director, Retail Sales & Customer Experience in Toronto

Develop and lead an integrated retail sales and customer experience strategy across both physical and digital channels. Translate broader commercial priorities into practical sales initiatives, field programs, and customer experience standards. Establish clear selling behaviours around customer discovery, recommendations, trade-up opportunities, complementary selling, loyalty, and repeat visits.

Create scalable sales playbooks, coaching tools, campaign guides, and education programs that can be consistently executed across a large store network. Partner with field leadership to strengthen sales coaching capabilities and embed effective selling behaviours at store level. Assess the end-to-end customer journey and identify opportunities to improve product discovery, customer confidence, conversion, pickup, and repeat purchase.

Work closely with digital teams to strengthen the connection between online discovery and the in-store customer experience. Spend meaningful time in the field observing customer interactions, listening to frontline teams, identifying barriers, and testing new approaches. Develop a focused performance scorecard incorporating sales, conversion, customer feedback, digital behaviour, and field adoption.

Use customer data, operational insight, and store-level observations to identify performance gaps and recommend practical solutions. Build a disciplined test-and-learn approach for new sales initiatives, determining what should be expanded, modified, or discontinued. Monitor customer feedback, reviews, surveys, and other available insights to identify recurring themes that impact loyalty and commercial performance.

Partner closely with Retail Operations, Merchandising, Marketing, Digital, Technology, and Learning & Development to ensure sales priorities are aligned and executable. Provide senior leadership with clear insight into what is working, where opportunities exist, and where cross-functional action is required. Help create a culture where exceptional customer experiences and strong commercial performance reinforce one another.

Requirements

• 7+ years of progressive leadership experience within multi-unit retail, customer experience, sales enablement, commercial operations, or a related environment.
• Strong understanding of store-level selling and the behaviours that influence conversion, basket growth, loyalty, and repeat visits.
• Experience developing retail sales strategies, field programs, selling tools, education, or customer experience initiatives across multiple locations.
• Demonstrated ability to move comfortably between strategy and hands-on execution.
• Experience working with field leaders and store teams to introduce, coach, and sustain new behaviours.
• Strong understanding of both digital and in-store customer journeys and how they intersect.
• Commercially minded with the ability to translate data and customer insight into clear action.
• Strong communication, facilitation, coaching, and influencing skills.
• Comfortable working across multiple functions and building alignment without relying on direct authority.
• Experience within a fast-paced, highly regulated, or rapidly scaling retail environment would be considered an asset.
• Entrepreneurial, curious, and comfortable working in an organization that continues to evolve.
• Able to travel periodically to stores and markets across Canada.

Corporate Culture

This is a chance to make a visible impact within a growing Canadian retail organization at an important stage in its evolution. You will have the opportunity to build rather than simply maintain, helping shape the sales culture, customer journey, and field capabilities of a large multi-location business. The organization offers direct access to senior leadership, significant exposure across the business, and the ability to test ideas quickly and see their impact in the field.

For the right individual, this role offers considerable runway. As the organization continues to grow, so too will the scope, influence, and leadership opportunities associated with the position. A competitive compensation package, comprehensive benefits, paid time off, employee programs, and additional perks are offered - $120K -125K + Bonus.