Director, Retail Experience & Communications (Toronto)

Job Description

The Director, Retail Experience and Communications is responsible for shaping and executing the strategy that defines how retail initiatives are communicated, understood, and experienced across the store network. This role ensures that all communications, tools, and programs enable store teams to operate effectively, deliver exceptional customer experiences, and drive profitable outcomes. As a key strategic partner to the business, the Director acts as a bridge between Home Office and stores, translating priorities into clear, actionable direction while elevating the voice of the field and the customer. This role also serves as a change agent, leveraging insights, research, and emerging best practices to continuously improve communication frameworks, customer experience programs, and executional effectiveness. Key Performance Metrics

Employee Engagement Score (field and team) Net Promoter and CSAT Score Balanced Scorecard targets Sales plan Conversion ...