Retail Operations Manager

Ppl Agency•Toronto, ON

28d•Hybrid

About The Position

PPL is seeking an experienced and highly entrepreneurial Retail Operations Manager to lead the development, launch and ongoing management of an emerging retail program within the tobacco alternatives category. This is not a traditional store manager role. The Retail Operations Manager will work across the frontline, the client’s head office and the agency, helping translate the client’s retail vision into a scalable, high-performing operating model. The successful candidate will oversee day-to-day retail operations while also contributing to strategy, employee experience, reporting, recruitment, training, quality control and the development of standard operating procedures. The initial engagement is a six-month contract, with a strong likelihood that the position will transition into a permanent leadership role as the program expands.

Requirements

Five or more years of progressive retail management, field operations or multi-unit leadership experience
Experience managing customer-facing employees in a structured, sales-driven environment
Demonstrated success developing SOPs, operating standards and quality control processes
Experience recruiting, training, coaching and retaining high-performing retail teams
Strong understanding of sales performance, labour management, inventory and operational reporting
Ability to move comfortably between the frontline, client head office and agency environments
Experience participating in retail launches, pop-ups, new store openings or operational transitions
Strong written communication skills and the ability to turn complex requirements into simple, usable processes
Excellent judgement, discretion and comfort working within a highly regulated category
Ability to balance strategic thinking with hands-on execution
A valid driver’s licence and the ability to travel throughout the Greater Toronto Area as required

Nice To Haves

Previous experience in the tobacco, tobacco alternatives, nicotine or other highly regulated consumer products industry is strongly preferred
Experience with restricted category products
Experience working within premium, luxury, beauty, hospitality or experiential retail environments
Experience working with agencies, brand teams or outsourced retail operations
Familiarity with age-gated sales environments, responsible selling practices and regulatory compliance
Bilingualism in English and French would be considered an asset

Responsibilities

Assume day-to-day leadership of retail operations, beginning with the Cabana location and expanding into future pop-ups and permanent retail environments
Ensure each location delivers a consistent, compliant and premium customer experience
Lead, coach and support frontline retail employees
Maintain a visible presence in the field and respond quickly to operational issues
Oversee scheduling, attendance, labour deployment, inventory, reporting and daily sales performance
Ensure retail locations are properly resourced and prepared to achieve their commercial objectives
Build an operating culture that supports employee retention, accountability and consistent execution
Review, customize and formalize existing standard operating procedures
Develop new SOPs where gaps exist
Translate strategic requirements into clear, practical guidance for frontline employees
Establish standards for opening, closing, customer engagement, sales, compliance, inventory, incident management and escalation
Define and document employee performance management and termination procedures
Implement formal quality control measures across every customer transaction
Regularly assess operating standards and recommend improvements based on field experience
Lead recruitment planning for future pop-up and permanent retail locations
Help build a scalable recruitment, onboarding and training model
Customize the training approach to reflect the client’s products, customer journey, compliance requirements and sales methodology
Partner with PPL and the client to refine incentive and bonus structures
Identify opportunities to improve employee engagement, retention and performance
Create clear pathways for coaching, development and advancement
Work directly with the client’s head office and PPL leadership to refine the broader retail strategy
Participate in the development of experience-based strategic initiatives that go beyond traditional retail operations
Provide frontline intelligence to improve customer experience, training, product education and commercial performance
Support launch planning for pop-ups, flagship locations and other emerging retail opportunities
Help evaluate potential locations, operating models and customer experience concepts
Contribute an experiential retail perspective to the design of premium, luxury-inspired environments
Build practical recommendations that connect strategy to what is achievable in the field
Oversee daily, weekly and monthly operational reporting
Track sales, labour, customer engagement, inventory, compliance and employee performance
Ensure reporting is complete, accurate and submitted on time
Identify trends, risks and opportunities, then turn those findings into clear recommendations
Work with PPL to refine dashboards and performance measurement
Lead regular program reviews with the client and agency
Help establish the recurring meeting cadence, operating rhythm and escalation process