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VP, Travel Edge Retail New Toronto, ON

2 months ago

Old Toronto, Ontario, Canada Tbwa ChiatDay Inc Full time

Job Title: Executive Director, Luxury Retail Operations

About Us: Travel Edge is a leading luxury-focused travel agency in North America, with a team of over 750 advisors, planners, and travel experts specializing in Leisure, Corporate & Events travel.

Job Summary: We are seeking an experienced Executive Director to lead and oversee all aspects of our retail operations, driving growth and profitability. The ideal candidate will have a strong background in strategic leadership, sales team management, and retail store operations, with a proven track record of driving revenue growth and improving profitability.

Key Responsibilities:

  • Sales Leadership and Management:
    • Set clear sales targets and performance metrics, and drive accountability across the team, while fostering a culture of excellence, collaboration, and continuous improvement.
    • Achieve sales training objectives by developing, implementing, and managing ongoing sales training programs that enable staff to achieve their potential and drive productivity, quality, employee engagement, satisfaction, and retention results.
    • Develop and implement sales strategies and promotional activities to drive store traffic and sales.
    • Partner with Marketing to build a rhythm that allows for repeat customers to form the backbone of the business.
  • Operations and Store Management:
    • Oversee the planning and execution of store openings, including site selection, store design, and staffing.
    • Drive down the cost of acquiring new accounts for the business.
    • Work collaboratively with sister companies within Navigatr division, where the opportunity arises/demands.
    • Collaborate with the marketing team to execute local marketing campaigns and promotions.
    • Ensure effective visual merchandising and store layout to enhance product presentation and drive sales.
  • Technology:
    • Leverage retail technology and data analytics to optimize sales processes and store operations.
    • Explore and implement new tools and systems that can enhance sales performance and customer engagement.
  • Customer Centric:
    • Monitor performance and customer feedback, making data-driven decisions to enhance service delivery and operational efficiency.
    • Analyze customer feedback from various sources to quickly identify opportunities for improvement with the development of a project plan/roadmap for achievement.
    • Lead and drive a customer-focused culture, in collaboration with other key functional partners, to drive efficiencies and improve customer experience.
    • Use NPS and other customer feedback to gain insights on how to improve the customer experience and ensure the overall effectiveness of the team with the goal of driving innovation and continuous improvement.
    • Work closely with multi-level customer contacts (sales team, vendor partners, client, agent) to answer questions, resolve problems, and recommend corrective actions where needed to address escalated situations.
    • Develop and manage departmental budgets in partnership with Finance and Strategy team.
    • Develop strategies to drive revenue growth.
    • Implement cost control measures to improve profitability without compromising quality or operational efficiency.

Qualifications:

  • Bachelor's degree and/or associated industry or related business experience.
  • 10+ years progressive leadership experience with demonstrated ability to drive revenue growth, streamline operations, and improve profitability.
  • Management experience leading cross-functional teams. Ability to collaborate and enable teams to work toward a common goal, both internally and externally.
  • Experience in a premium/luxury service business. Ability to bring a clear sense of style and brand consistency to our premium and luxury product.
  • Demonstrated experience working with external partners/suppliers to drive sales and revenue growth.
  • Demonstrated ability to think strategically yet maintain contact with day-to-day performance.
  • Proven track record of executive leadership experience in the travel industry, with a strong emphasis on business development, strategic planning, and operational management.
  • Deep understanding of travel trends, market dynamics, and competitive landscape.
  • Empathetic and effective change agent, who shares information openly, broadly, and deliberately in a collegial and engaged environment.
  • Not risk-averse, ability to try new approaches, accept and acknowledge areas for improvement, refine, and iterate.
  • Exceptional interpersonal, communication, and negotiation skills.
  • Strong analytical and problem-solving abilities.
  • Demonstrated ability to inspire and motivate teams to achieve ambitious goals.
  • Strategic thinker with a results-oriented mindset and a passion for excellence.

Cultural Fit:

  • Thrives working in a technology and KPI-driven organization.
  • Able to thrive in an entrepreneurial environment with ambiguity.
  • Highly functional in a fast-paced, constantly changing workplace - building plans through iterations from learning on what's working and not working.
  • Hands-on with high energy, an entrepreneurial spirit, and a positive attitude.
  • Low ego and a team player.