Chief of Retail Operations & Customer Experience (Canada)

Specsavers; Burnaby; Hybrid; CAD 140,000 - 190,000; Full time

Benefits offered by this job

5 weeks vacation

Birthday day off

Eyecare voucher

Health & dental benefits

RRSP matching

Healthcare Spending Account

Mental health support

Performance bonuses

Profit sharing

Free parking

Gym access

Wellness programs

Social events

Job summary

Specsavers Canada seeks a Vice President of Retail Operations to drive store performance and customer experience across the country. Reporting to the Director of Central Operations, you will shape the Retail Operations strategy and provide the tools and governance that empower store teams to excel.

You will lead a high-performing team, champion continuous improvement, and oversee national projects to enable sustainable growth within a hybrid work model.

Qualifications

• Significant senior leadership experience in retail operations, customer experience or multi-site retail management.
• Proven success leading large-scale operational teams and driving business performance.
• Strong commercial acumen with experience managing budgets, forecasting and P&L performance.
• Experience leading complex change initiatives and national projects.
• Exceptional stakeholder management and influencing skills.
• A passion for developing people and building high-performing teams.
• Strong analytical, planning and problem-solving capabilities.

Responsibilities

• Reporting to the Director of Central Operations, the Vice President, Retail Operations will play a pivotal role in driving store performance and customer experience across Canada.
• You’ll lead the Retail Operations strategy, ensuring our stores have the support, tools and operational frameworks needed to deliver outstanding customer experiences while achieving commercial success.
• You’ll also lead a high‑performing Retail Operations team, creating a culture of accountability, collaboration and continuous improvement.
• Lead the development and execution of the Retail Operations strategy and annual business plan.
• Drive operational excellence and consistency across the Canadian store network.
• Champion best practice, innovation and continuous improvement initiatives.
• Lead national retail projects and major change programmes to support business growth.
• Develop and execute customer experience strategies that enhance satisfaction and loyalty.
• Use customer insights and operational data to identify opportunities for improvement.
• Partner with store owners to improve performance, strengthen operational standards and enhance the customer journey.
• Establish and monitor key performance indicators to drive accountability and results.
• Lead, coach and develop a high-performing Retail Operations team.
• Build trusted relationships with Store Partners and senior leaders across the business.
• Collaborate with cross-functional teams to deliver strategic priorities and operational initiatives.
• Represent Canadian Retail Operations in regional and global forums.

Job description

Specsavers Canada seeks a Vice President of Retail Operations to drive store performance and customer experience across the country. Reporting to the Director of Central Operations, you will shape the Retail Operations strategy and provide the tools and governance that empower store teams to excel.

You will lead a high-performing team, champion continuous improvement, and oversee national projects to enable sustainable growth within a hybrid work model.