Director Retail Operations & Strategic Partnerships

PGW Auto Glass; Laval (administrative region); Hybrid; CAD 130,000 - 190,000; Full time

Job summary

PGW Auto Glass seeks a Director to lead Retail Operations & Strategic Partnerships across Canada East. Translate national strategy into regional execution, drive P&L performance, and build a high-performing team of Regional and Branch Managers.

Lead partnerships with Insurance, Fleet, and Dealership channels while ensuring safety, customer experience, and scalable growth. This role requires cross-functional collaboration and ~40% travel across Eastern Canada.

Qualifications

• 8+ years of leadership in multi-site retail with P&L responsibility.
• Experience managing regional or multi-location operations.
• Strong people leadership and financial acumen.
• Bilingual English and French required.
• Post-secondary education; MBA asset.
• Travel up to 40% with valid driver's license.

Responsibilities

• Lead and oversee retail operations across Canada East.
• Drive KPIs: sales, margin, labor, customer satisfaction, safety.
• Ensure regulatory and PGW standards compliance.
• Standardize processes and coordinate regional initiatives.
• Develop regional leadership through coaching and succession planning.
• Build strategic partnerships with Insurance, Fleet, and Dealership channels.
• Collaborate with Supply Chain, Sales, HR, Finance, and Safety teams.

Skills

Leadership

Financial acumen

Data-driven decisions

Bilingual English/French

Strategic execution

Education

MBA or equivalent

Business/Operations Management degree

Job description

Director Retail Operations & Strategic Partnerships

Reports To

Head Of Retail Canada

Location

Canada East - regional role based in Quebec/Eastern Canada, with travel across the region (estimated 40%)

Role Summary

Director Retail Operations & Strategic Partnerships is accountable for the operational, financial, and people performance of all retail locations within the Eastern Canada region. This role translates national retail strategy into consistent regional execution, ensures strong P&L performance at the regional level, and builds a high-performing team of Regional and Branch Managers. As a key leader in the new Retail Division, the Regional Director drives operational excellence, safety, customer experience, and profitable growth while acting as the primary link between store-level execution and national retail leadership. Building and cultivating strategic partnerships across the Insurance, Fleet, and Dealership channels will be critical to the success of this role.

Key Responsibilities

Operational Leadership

• Lead and oversee all retail operations within the Canada East region, ensuring consistent execution of operating standards, policies, and procedures across all locations
• Drive performance against key operational KPIs including sales, margin, labor efficiency, customer satisfaction, and safety
• Ensure compliance with all regulatory, safety, and company standards across the region.
• Identify operational gaps and implement corrective actions to improve consistency and results across locations.
• Standardize operational processes in alignment with the national strategic plan, improving documentation and strengthening communication and follow-up across the retail network
• Support commercial retail operations in coordination with the Sr Technical Director, aligning technical and retail execution.
• Coordinate retail initiatives and project execution by tracking timelines, deliverables, responsibilities, and required follow-ups.

Financial & P&L Accountability

• An and manage the regional P&L, including revenue, cost control, labor management, and contribution margin.
• Partner with Finance to review regional performance, forecasts, and corrective action plans.
• Identify and execute productivity, cost-reduction, and margin-improvement initiatives.
• Support budgeting and forecasting processes aligned with national retail objectives.

People Leadership & Talent Development

• Lead, coach, and develop Regional Managers and Branch Managers to build a strong leadership pipeline.
• Establish clear accountability, performance expectations, and succession plans within the region
• Support recruitment, onboarding, and ongoing development of retail leadership and frontline teams.
• Foster a culture of accountability, operational discipline, customer focus, and continuous improvement.

Customer Experience & Growth

• Ensure an exceptional and consistent customer experience across all retail locations in the region.
• Partner with Sales and Marketing to support customer acquisition, retention, and local growth initiatives.
• Support new store openings, relocations, consolidations, and optimization initiatives within the region.
• Actively monitor customer feedback and NPS results, ensuring action plans are in place where required.
• Build and nurture strategic partnerships across the Insurance, Fleet, and Dealership channels to drive customer acquisition and long-term growth.

Health, Safety & Compliance

• Champion a strong health and safety culture, ensuring all locations meet occupational health and safety obligations and PGW standards.
• Ensure adherence to provincial regulatory requirements across the Eastern Canada region.

Cross-Functional Collaboration

• Work closely with Supply Chain, Sales, HR, Finance, and Safety teams to ensure alignment and effective execution.
• Serve as the regional retail liaison for national initiatives, pilots, and change management efforts
• Ensure clear and effective communication between national retail leadership and regional/store teams.
• Take on additional tasks and responsibilities as required to support evolving business needs and as assigned by direct management.

Qualifications & Experience

• 8+ years of progressive leadership experience in multi-site retail or service operations.
• Proven experience managing regional or multi-location operations with direct P&L responsibility
• Strong people-leadership skills with demonstrated success leading leaders.
• Solid financial acumen with experience using data to drive decisions.
• Hands-on, execution-focused leadership style with the ability to operate both strategically and tactically.
• Bilingual (English and French) required, given the Quebec and Eastern Canada scope of the role.
• Post-secondary education in Business, Operations Management, or a related field; MBA or equivalent experience an asset.
• Willingness and ability to travel within the assigned region (up to an estimated 40%), including a valid driver's license.

Success in This Role Looks Like

• Consistent operational performance and KPI execution across all Canada East retail locations.
• Strong regional financial results with improving margins and cost control.
• High employee engagement, strong leadership bench, and low regretted turnover.
• Improved customer satisfaction and NPS across the region.
• A scalable, well-controlled regional platform that supports national retail growth.

Working Conditions

• Combination of office, retail/branch, and remote work with regular regional travel.
• Occasional exposure to retail/warehouse environments; may require standing and site walk-throughs during location visits.