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The Opportunity

CAA Atlantic is recognized as one of Canada's Most Admired Corporate Cultures We're committed to supporting your development through comprehensive training programs and continuous learning opportunities - helping you advance your skills and achieve your professional goals. Our generous vacation allowance, annual incentive program, and top-tier benefits ensure you and your family are well taken care of.

CAA Atlantic is a member-based organization serving over 320,000 members across Atlantic Canada. Headquarters in Saint John, N.B., CAA Atlantic is part of the national CAA federation with almost 7 million members across the country CAA is one of the largest, most trusted and respected consumer-based organizations in Canada. We provide emergency roadside assistance, travel services, and exclusive savings and rewards for our members. We're deeply focused on helping Atlantic Canadians travel safely and confidently, whether they are on the road close to home or planning trips around the world.

"It's so fun to work with CAA Atlantic" - Linda Landry, Travel Advisor

To learn more about the CAA Atlantic employee experience visit us online:

• YouTube: Hidden Gems: Working at CAA Atlantic
• Careers CAA Atlantic- Work With Us
• Careers CAA Atlantic - Employee Benefits
• Careers CAA Atlantic- Team Member Stories

Are you someone who thrives on leading high‑performing teams, elevating service excellence, and shaping the future of business operations? If yes, the Director, Travel & Retail with CAA Atlantic is your calling

In your current role you're known for your ability to build high‑performing teams, elevate operational performance, and bring clarity and structure to fast‑moving environments. You're recognized as a strong people leader who drives results through data‑informed decision‑making, continuous improvement, and a deep commitment to exceptional member experiences.

The Director, Travel & Retail plays a critical leadership role in driving operational excellence and elevating the performance of CAA Atlantic's Travel & Retail division. This position leads the day‑to‑day operations with a strong focus on efficiency, service quality, and alignment to organizational goals. By implementing clear KPIs and data‑driven practices, the Director ensures teams have the insights, tools, and systems needed to consistently deliver outstanding experiences to members while meeting financial expectations.
Central to the role is building and sustaining a high‑performing, engaged workforce. The Director is responsible for coaching and mentoring managers, developing team capability, and fostering a culture of accountability, communication, and continuous learning. Through strong performance management and thoughtful workforce planning, the Director ensures Travel & Retail teams are structured and supported to meet both operational demands and seasonal fluctuations.
This role also leads revenue generation, business development, and partnership growth across Travel & Retail, leveraging market insights, competitive intelligence, and customer trends to shape offerings and strengthen profitability. By overseeing inventory, vendor relationships, and national collaborations, the Director plays a strategic part in expanding market share and advocating for regional needs while contributing to shared federation-wide initiatives.
The Director is also responsible for financial oversight, reporting, and strategic planning enabled by robust analytics and dashboarding. With strong expertise in operational excellence, data analysis, sales strategy, and team leadership, the Director ensures sustainable growth, optimized processes, and a seamless member experience. Success in the role requires a blend of strategic thinking, people leadership, financial acumen, and the ability to drive continuous improvement across a multi‑unit, service‑oriented environment

Work Conditions:

• Hybrid work model
• National and potentially international travel as needed.
• Occasional extended hours during peak seasons or major initiatives.

What you'll do
Responsibilities

1. Operational Leadership & Excellence

• Oversee daily operations to ensure efficiency, alignment, and consistent service quality across Travel and Retail.
• Implement KPIs covering financial, customer experience, and operational metrics to enable data‑driven decisions and real‑time performance insight.
• Identify operational bottlenecks and lead continuous improvement initiatives that strengthen service delivery and reduce waste.
• Ensure retail and travel operations support organizational objectives and maintain compliance with policies, best practices, and service standards.

2. Sales, Revenue Growth & Business Development

• Develop and execute activities to achieve revenue targets, budgets, and forecasts.
• Leverage market data, competitive insights, and customer trends to optimize travel and service offerings to achieve revenue targets.
• Cultivate new business opportunities and strengthen partnerships in collaboration with the Growth Department to grow market share and enhance profitability.
• Oversee inventory management, vendor agreements, and partner relationships to maximize margin and minimize cost.

3. Team Development, Engagement & Performance Management

• Build a strong, engaged, and high‑performing team across Travel and Retail.
• Coach and mentor travel and retail management team, providing frequent development feedback and clear expectations.
• Implement performance structures backed by KPIs to drive accountability, ownership, and achievement of targets.
• Foster a culture of communication, recognition, and continuous learning to enhance engagement and retention.
• Ensure workforce planning, scheduling, and team structure support operational needs and peak seasonal demands.

4. Data‑Driven Performance Management

• Develop and maintain dashboards and analytics covering revenue, productivity, customer satisfaction, and operational trends.
• Use insights to guide planning, coaching, investment, and process improvements.

5. Technology, Systems & Process Optimization

• Enhance system utilization to streamline workflows and improve performance.
• Collaborate with internal teams to optimize digital tools and automation that support efficiency and accuracy.
• Ensure smooth integration between channels to improve member experiences and operational outcomes.

6. Financial Management & Reporting

• Manage budgets for Travel and Retail, ensuring cost control and responsible resource use.
• Oversee financial performance reviews, revenue margin monitoring, and forecasting to support sustained growth.
• Deliver timely and accurate weekly, monthly, and quarterly reporting to leadership.

7. National Collaboration

• Represent CAA Atlantic on national travel and retail committees, working groups, and strategic initiatives.
• Advocate for regional needs while contributing to the development of national strategies, standards, and programs.
• Maintain strong relationships with national partners and stakeholders to support alignment and shared success across the federation.

What you'll need
Qualifications

• Bachelor's degree in Business, or related field.
• 7-10 years of leadership experience in Travel, Retail, Operations, or Multi‑Unit Management.
• Proven success in delivering results through KPIs, operational excellence, and people leadership.
• Travel industry experience is considered an asset but not required
• Strong financial background with data analytical‑ skills
• Experience managing budgets for large, distributed teams
• Experience developing incentives and compensation plans
• Strong sales strategy and account development experience
• Training or experience in process optimization, lean/Six Sigma considered an asset
• Strong negotiation, conflict resolution, people management, and teamwork skills
• Excellent brandbuilding and value‑ proposition‑ articulation skills

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A little bit about us
CAA Atlantic

CAA Atlantic

At CAA Atlantic, we're not just a company; we're a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947, we are deeply rooted in our region, but our vision is firmly fixed on the future. Our mission? To revolutionize the way people experience safety, travel, and well-being in the 21st century.

Serving our members with pride across the four Atlantic Provinces, we're not your typical organization. As a forward-thinking, not-for-profit, we're committed to pushing the boundaries of what's possible.

If you're looking to be part of a company that's leading the charge in modernizing the travel and safety industry, look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years, we're on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together, we'll drive innovation, ensure safety, and redefine the way Atlantic Canada experiences the world.

Why Work With Us:

• Challenging work with an amazing team
• Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation, Ronald McDonald House Atlantic and the Janeway Children's Hospital Foundation in 2022, in addition to many more)
• A competitive compensation package
• Generous paid time off based on professional experience
• Paid volunteering
• Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
• Health and Safety of employees is the number one priority
• Complimentary Premier CAA Membership
• An in-house gym facility and/or corporate gym rate and partial reimbursement
• An innovative and dynamic work environment
• Ongoing learning and development opportunities

Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.

Our Mission: To make a difference every day by anticipating, understanding, and exceeding the expectations of our Members

Our Core Values

• WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
• WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will, to provide the safety and security they can count on and deliver the great service they've come to expect. Our word is our bond.
• WE THINK DIFFERENTLY We create a culture built on being curious, embracing new ideas, backgrounds, and perspectives, which expands our thinking and leads to creative solutions.
• WE DO THE RIGHT THING We commit to operating in the best interest of others, upholding integrity and being transparent in our actions and decision making.

Diversity and inclusion at CAA Atlantic

As a member-driven organization, we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential, and we recognize that diverse perspectives enhance our collective innovation, creativity and allow us to provide amazing service to our Members.

Accommodation

Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.

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