Job Description

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.
Salary Range: $117,000-$175,000
Performance Bonus or Sales Incentive Plan: 30%
Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more ...

A bit about us
We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.
You'll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We're committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you're helping us make the future friendly.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
Operations
We're the ones that design, build, repair and maintain the billions of dollars' worth of the infrastructure that keeps more than 15.2 million Canadians connected.
We are honoured to be recognized
1.4M
Days volunteered in our communities.
70%
Team members that work at home or are mobile.
15.2
Million customers that TELUS is serving across Canada.
Accessibility
TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.
We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Skills Required