Director, Retail Operations

Role Overview

• Provide leadership and direction to Regional / Area Managers and field leadership teams
• Ensure consistent execution of brand standards, merchandising, promotions, and store operations.
• Lead and mentor Regional/ Area Managers to deliver exceptional customer service, effective sales strategies, and operational excellence across the assigned region.
• Drive talent development by identifying, mentoring, and inspiring future leaders, ensuring a strong pipeline for succession planning.
• Build leadership capability and accountability across Regional Manager teams, including performance expectations, succession planning, and leadership development.
• Foster a collaborative, high-performing culture aligned with SNDL’s core values and mission.
• Own end-to-end retail operating performance across SNDL’s owned retail banners and regions
• Set, monitor, and drive KPIs including sales, margin, labour, shrink, conversion, and customer experience
• Lead annual operating plans and support long-range retail growth strategies
• Ensure operational guidelines and customer-related functions comply with SNDL’s policies and provincial regulatory requirements.
• Respond to audit reports, identify areas for improvement, and implement corrective actions to maintain compliance and operational efficiency.
• Drive customer satisfaction by maintaining a strong focus on service excellence and creating memorable shopping experiences.
• Leverage customer insights, market trends, and competitive intelligence to inform regional strategies and improve traffic, conversion, and customer experience.
• Monitor market trends and customer feedback, leveraging insights to improve store performance and drive revenue growth.
• Ensure stores execute promotions, merchandising, and branding strategies effectively.
• Translate financial and operational data into forward looking insights, forecasts, and recommendations that inform enterprise decision making.
• Meet or exceed budget targets by optimizing revenue growth and controlling costs across the region.
• Develop and implement strategic initiatives to enhance operational efficiency and profitability.
• Partner with SLT to shape regional priorities, manage risk, and align operating plans with corporate goals.
• Own enterprise level regulatory compliance and risk management across regions, including audit readiness, trend analysis, and preventative controls.

Requirements

• Bachelor’s degree in Business or related field, or equivalent experience
• 10+ years of progressive retail operations experience, including 5+ years in multi-unit leadership roles
• Proven experience leading Regional/Area Managers and managing large, geographically dispersed teams
• Strong financial acumen with experience owning P&Ls, budgets, and retail KPIs
• Demonstrated ability to influence cross-functional partners and lead complex, enterprise level initiatives.
• Strong preference for experience operating in highly regulated retail environments with complex compliance requirements.
• Strong ability to leverage retail systems and data analytics to drive insights, performance, and decision-making.
• Ability to travel and meet regulatory security requirements.

Benefits

• Competitive compensation including performance-based bonuses and annual salary reviews.
• Comprehensive health and dental benefits, including a Healthcare Spending Account.
• Three weeks of paid vacation with annual rollover.
• Flexible, hybrid work arrangements to support work-life balance.
• Recognition and rewards programs that celebrate individual and team achievements.
• Employee & Family Assistance Program (EFAP) with mental health, financial, and family support.
• Employee perks and discounts program, offering savings across fitness, wellness, lifestyle, retail, and everyday services.