Head of Retail Operations, Canada

3 weeks ago

Markham, Ontario, Canada Levi Strauss & Co Full time

JOB DESCRIPTION

Objective

Oversees the management of the Retail District Operations and Franchise Specialist teams to drive strategic growth and expansion of Retail Owned & Operated stores (Mainline and Outlet) and Franchise Partner locations across Canada, achieving financial and commercial performance indicators. Emphasizes a consumer-focused strategy, enhancing productivity ($/sf) of current retail spaces, facilitating new store openings and relocations, while consistently aiming for brand enhancement. Prioritizes workforce development, engagement, and capability building. Champions Diversity, Equity, and Inclusion (DE&I) and implements a robust talent management strategy.

Acts as a vital cross-functional collaborator to advocate, design, and execute programs and initiatives that align with our Direct-to-Consumer (DTC) objectives. Serves as a visible and motivating leader for all Canadian store teams and retail field personnel, as well as a primary contact for functional partners including HR, Marketing, Finance, and eCommerce.

Sets Real Estate priorities aligned with the expansion strategy. Functions as the market liaison for brokers and landlords, cultivating a strong network within the market. Evaluates potential locations and translates recommendations into actionable plans in collaboration with the Cluster Real Estate team. Drives operational excellence by partnering with Retail Operations teams, emphasizing agility and executional precision.

Key Outcomes

Aligns vision and strategy for profitable growth of Owned & Operated stores and franchise partners in Canada, engaging all stakeholders and overseeing execution. Achieves financial and performance targets, with a continuous focus on enhancing productivity. Enhances employee engagement across all stores and field teams, implementing initiatives to foster a positive work environment. Develops and executes a robust talent management and retention strategy, with a strong commitment to DE&I. Leads retail store expansion efforts, acting as the in-market Real Estate lead for brokers and landlords, scouting locations, and ensuring timely new store openings with seamless operational setups. Develops and implements operational plans for all retail initiatives, including process enhancements, policy governance, product flow, peak season planning, labor management, and health and safety contingencies. Drives efficiency targets for operating expenses in alignment with financial objectives. Mobilizes retail stores to support and execute omnichannel initiatives, including customer relationship management and loyalty programs, ensuring sales targets are met. Fosters a culture of consumer-centricity, inclusion, high performance, brand elevation, and operational excellence. Exemplifies LS&Co. Values: Originality, Integrity, Empathy, Courage, and Performance.

Key Responsibilities

Define and execute the DTC stores strategy for Canada, delivering on financial and qualitative targets. Manage franchise partner relationships and growth plans in alignment with DTC strategy. Serve as the in-market Real Estate liaison for brokers and landlords. Provide strong, visible, values-driven leadership for Retail in Canada. Oversee talent management and engagement across corporate and store teams. Enhance capabilities across retail store and field teams. Collaborate with finance partners to create staff incentives that align with financial goals. Monitor market trends and consumer behavior to identify assortment gaps, working closely with Merchant and Planning teams. Develop a retail communications strategy to keep all teams informed and inspired regarding strategic plans. Collaborate with the Merchant team to ensure appropriate product assortments are developed and distributed to Canadian stores. Manage labor forecasting, reporting, workload management, and workforce scheduling. Lead the development and execution of a diverse range of Retail Operations initiatives, ensuring alignment and coordination across functions. Ensure successful implementation of omnichannel initiatives in Owned & Operated stores. Oversee systems implementations, including upgrades and updates to in-store applications. Collaborate with Retail Operations to optimize processes across product flow, supply management, and inventory control. Manage back-of-house logistics, deliveries, and inventory allocation. Control budgets and ensure proper processing of operational expenses. Safeguard company assets and merchandise through effective inventory management and loss prevention strategies. Work closely with the Canada team and support departments to ensure alignment in merchandising and planning. Ensure brand standards are understood and executed effectively. Collaborate with global teams to develop training content and communication platforms. Partner with global teams on strategic projects, including innovative store concepts.

Direct Reports (5)

District Manager Team (3 FTE)

Area Manager (1 FTE)

Specialist, Franchise Management (1 FTE)

Brand Environment Manager (Local dotted line)

Retail Operations Manager (Local dotted line)

Skills / Qualifications
Experience Required: Eight to ten years in retail or direct-to-consumer roles, preferably within the Canadian market, with a focus on leadership, consumer-centric operations, and multi-store management.

Knowledge, Skills, and Abilities Required:

Inspiring leadership skills with a track record of enhancing capabilities and engagement. Self-motivated with a proactive approach to achieving objectives in a dynamic environment. Experience managing diverse teams in a matrixed organization, with strong collaboration skills. Deep understanding of marketplace dynamics and the ability to translate insights into business opportunities. Strong customer focus, with an understanding of both internal and external customer needs. Knowledge of the Canadian Real Estate landscape, including landlord and broker networks. Proven ability to meet business objectives, including financial and customer satisfaction metrics. Strong partnership skills, particularly with the Director of Omnichannel Operations. Ability to coach and develop high-performing teams. Attention to detail and strong analytical skills. Ability to manage complex operations and drive end-to-end processes. Solid understanding of financial drivers. Collaborative working style that inspires others. Comfort in engaging with senior management and aligning on key initiatives. Ability to work effectively across various organizational levels and functions. Proficiency in MS Office Suite (Word, Excel, PowerPoint).

Additional Information: Willingness to travel for market visits. Ability to make quick decisions and implement solutions under pressure. Capacity to identify project risks and engage stakeholders for effective solutions. Based in Canada, ideally with strong market knowledge. Travel: 40% in stores.

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