Director, Retail Sales and Operations

Job description

Craving a dream job? Join one of Canada's Top Employers. Purdys Chocolatier is delighted to have been voted by our employees as one of Canada's Best Employers. This esteemed award is a testament to the rich texture of our history and our more than 115 years of dedication to quality, trust,and supportive work environment. Job type: Full-time, Permanent Pay range: Expected salary $140,000-$160,000, including participation in Purdys’ incentive and benefits programs. Do you love chocolates? As a proud Canadian Chocolatier, we create connection and joy through the power of chocolate and have a great deal of fun doing so. We truly value diversity in our workforce and therefore welcome applicants of all ethnic groups, genders, races, religions, abilities, and backgrounds. We’re looking for a Director, Retail Sales & Operations to join our Retail Operations team. We are looking for a customer-centric retail leader who can protect and evolve the Purdys retail experience across Canada while building an engaged, high-performing field organization. Reporting to the COO, Retail Sales & Operations, the Director stewards the Purdys retail experience across Canada, leading a national network of more than 90 shops that serve as the primary expression of the Purdys brand for customers nationwide. This role is accountable for protecting and evolving Purdys’ culture, service standards, customer experience, and premium brand positioning while delivering profitable sales growth and operational excellence. The Director translates company strategy into customer-facing execution, using data, customer insights, and strong field leadership to improve traffic, conversion, retention, average transaction value, customer satisfaction, and long-term loyalty. You will have the opportunity to: • Lead Purdys’ national retail strategy and store operations across Canada, ensuring every shop consistently reflects Purdys’ values, premium brand positioning, product quality, heritage, and gifting expertise. • Create a highly engaged retail culture by developing and coaching District Managers, Store Managers, and the Retail Operations Manager to deliver service excellence, accountability, retention, development, and performance. • Own same-store sales growth by improving the key drivers of performance, including traffic, conversion, transaction counts, average transaction value, customer retention, customer satisfaction, labour productivity, and shrink. • Use customer feedback, reviews, NPS, field observations, behavioural data, and operational insights to identify trends, risks, and opportunities and put practical action plans in place. • Lead annual budgets, forecasts, business plans, and performance management for the retail channel, including sales, gross margin, contribution, and labour productivity. • Strengthen store execution through clear operating standards, standard operating procedures, inventory practices, replenishment, ordering, waste reduction, health and safety compliance, and continuous improvement. • Partner with Marketing, Digital, Merchandising, Product, Creative, and Real Estate teams to bring the Purdys brand experience to life in-store, drive traffic, maximize conversion, and support omni-channel initiatives. • Lead the execution of retail programs, including pop-up shops, seasonal initiatives, customer-facing campaigns, and new store openings. Your first-year deliverables: • Become a visible champion of the Purdys retail culture, • Build trust and strong relationships across the retail network while learning from shop teams, • Recognizing what makes Purdys unique, and • Preserving the customer-first culture that has been built over generations. You will be a good fit if you: • Bring 10+ years of experience managing the retail sales function at a Director, Regional, District Manager, or more senior level. • Have demonstrated experience in a business-to-consumer environment, preferably retail, with exposure to multi-jurisdictional retail locations. • Bring strong people-leadership capability, including experience developing, motivating, and coaching high-quality professional and field teams. • Have proven experience managing the sales function from both a financial and managerial point of view, including capital and operating expense budgets. • Are comfortable using retail KPIs, customer insights, traffic, conversion, behavioural data, and financial analysis to improve performance and guide decision-making. • Have a bachelor’s degree in a related discipline such as Business or Communications, or equivalent experience. Get ready to enjoy: • Extended Health & Dental Plan • Sickness and Disability Plans • RRSP Matching Program • Profit Sharing depending on achieving the business goals • Purdys Perks (Active Lifestyle Program, Tuition Reimbursement, Employee discount, and much more) Ready to dive deeper? Check out our Instagram, TikTok or Facebook. We appreciate the interest of all applicants, and while we wish we could personally reach out to everyone, we can only contact those selected for an interview. We genuinely care about providing reasonable accommodations to job applicants with disabilities. If you require assistance or an accommodation due to a disability, please reach out to us via email at . We're here to help!