Director, Travel & Retail

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The Opportunity

1. Operational Leadership & Excellence

• Oversee daily operations to ensure efficiency alignment and consistent service quality across Travel and Retail.
• Implement KPIs covering financial customer experience and operational metrics to enable datadriven decisions and realtime performance insight.
• Identify operational bottlenecks and lead continuous improvement initiatives that strengthen service delivery and reduce waste.
• Ensure retail and travel operations support organizational objectives and maintain compliance with policies best practices and service standards.

2. Sales Revenue Growth & Business Development

• Develop and execute activities to achieve revenue targets budgets and forecasts.
• Leverage market data competitive insights and customer trends to optimize travel and service offerings to achieve revenue targets.
• Cultivate new business opportunities and strengthen partnerships in collaboration with the Growth Department to grow market share and enhance profitability.
• Oversee inventory management vendor agreements and partner relationships to maximize margin and minimize cost.

3. Team Development Engagement & Performance Management

• Build a strong engaged and highperforming team across Travel and Retail.
• Coach and mentor travel and retail management team providing frequent development feedback and clear expectations.
• Implement performance structures backed by KPIs to drive accountability ownership and achievement of targets.
• Foster a culture of communication recognition and continuous learning to enhance engagement and retention.
• Ensure workforce planning scheduling and team structure support operational needs and peak seasonal demands.

4. DataDriven Performance Management

• Develop and maintain dashboards and analytics covering revenue productivity customer satisfaction and operational trends.
• Use insights to guide planning coaching investment and process improvements.

5. Technology Systems & Process Optimization

• Enhance system utilization to streamline workflows and improve performance.
• Collaborate with internal teams to optimize digital tools and automation that support efficiency and accuracy.
• Ensure smooth integration between channels to improve member experiences and operational outcomes.

6. Financial Management & Reporting

• Manage budgets for Travel and Retail ensuring cost control and responsible resource use.
• Oversee financial performance reviews revenue margin monitoring and forecasting to support sustained growth.
• Deliver timely and accurate weekly monthly and quarterly reporting to leadership.

7. National Collaboration

• Represent CAA Atlantic on national travel and retail committees working groups and strategic initiatives.
• Advocate for regional needs while contributing to the development of national strategies standards and programs.
• Maintain strong relationships with national partners and stakeholders to support alignment and shared success across the federation.

• Bachelors degree in Business or related field.
• 7-10 years of leadership experience in Travel Retail Operations or MultiUnit Management.
• Proven success in delivering results through KPIs operational excellence and people leadership.
• Travel industry experience is considered an asset but not required
• Strong financial background with data analytical skills
• Experience managing budgets for large distributed teams
• Experience developing incentives and compensation plans
• Strong sales strategy and account development experience
• Training or experience in process optimization lean/Six Sigma considered an asset
• Strong negotiation conflict resolution people management and teamwork skills
• Excellent brandbuilding and value proposition articulation skills

CAA Atlantic

At CAA Atlantic were not just a company; were a driving force in the modern world of Atlantic Canada. With a rich history dating back to 1947 we are deeply rooted in our region but our vision is firmly fixed on the future. Our mission To revolutionize the way people experience safety travel and well-being in the 21st century.

Serving our members with pride across the four Atlantic Provinces were not your typical organization. As a forward-thinking not-for-profit were committed to pushing the boundaries of whats possible.

If youre looking to be part of a company thats leading the charge in modernizing the travel and safety industry look no further. As a four-time recipient of the Most Trusted Brand in Canada over the past five years were on an unwavering journey to become the most trusted member-focused organization and top employer in Atlantic Canada. Join us and be part of the future with CAA Atlantic. Together well drive innovation ensure safety and redefine the way Atlantic Canada experiences the world.

Why Work With Us:

• Challenging work with an amazing team
• Strong commitment to the community and giving back (more than $50K in charitable giving to the IWK Foundation Ronald McDonald House Atlantic and the Janeway Childrens Hospital Foundation in 2022 in addition to many more)
• A competitive compensation package
• Generous paid time off based on professional experience
• Paid volunteering
• Telemedicine - provides you with 24/7 direct access to medical care and wellness services by phone or video chat
• Health and Safety of employees is the number one priority
• Complimentary Premier CAA Membership
• An in-house gym facility and/or corporate gym rate and partial reimbursement
• An innovative and dynamic work environment
• Ongoing learning and development opportunities

Our Vision: To be the most trusted and sustainable Member organization in Atlantic Canada.

Our Mission: To make a difference every day by anticipating understanding and exceeding the expectations of our Members

Our Core Values

• WE WILL BE BOLD We embrace change and encourage bold decisions to be made in pursuit of delivering positive impact and innovative solutions for our Members and our community.
• WE DO WHAT WE SAY Our Members and our Community know they can trust us to be there when we say we will to provide the safety and security they can count on and deliver the great service theyve come to expect. Our word is our bond.
• WE THINK DIFFERENTLY We create a culture built on being curious embracing new ideas backgrounds and perspectives which expands our thinking and leads to creative solutions.
• WE DO THE RIGHT THING We commit to operating in the best interest of others upholding integrity and being transparent in our actions and decision making.

Diversity and inclusion at CAA Atlantic

As a member-driven organization we are dedicated to building a workforce that reflects the diversity of the communities in which we live. It is important to us that every employee has the opportunity to reach their full potential and we recognize that diverse perspectives enhance our collective innovation creativity and allow us to provide amazing service to our Members.

Accommodation

Applicants should identify if they require accommodation during the competition process (on a confidential basis). All postings available in alternate formats upon request.