About

Are you someone who thrives on leading high‑performing teams, elevating service excellence, and shaping the future of business operations? If yes, the Director, Travel & Retail with CAA Atlantic is your calling!

In your current role you're known for your ability to build high‑performing teams, elevate operational performance, and bring clarity and structure to fast‑moving environments. You're recognized as a strong people leader who drives results through data‑informed decision‑making, continuous improvement, and a deep commitment to exceptional member experiences.

The Director, Travel & Retail plays a critical leadership role in driving operational excellence and elevating the performance of CAA Atlantic's Travel & Retail division. This position leads the day‑to‑day operations with a strong focus on efficiency, service quality, and alignment to organizational goals. By implementing clear KPIs and data‑driven practices, the Director ensures teams have the insights, tools, and systems needed to consistently deliver outstanding experiences to members while meeting financial expectations.

Central to the role is building and sustaining a high‑performing, engaged workforce. The Director is responsible for coaching and mentoring managers, developing team capability, and fostering a culture of accountability, communication, and continuous learning. Through strong performance management and thoughtful workforce planning, the Director ensures Travel & Retail teams are structured and supported to meet both operational demands and seasonal fluctuations.

This role also leads revenue generation, business development, and partnership growth across Travel & Retail, leveraging market insights, competitive intelligence, and customer trends to shape offerings and strengthen profitability. By overseeing inventory, vendor relationships, and national collaborations, the Director plays a strategic part in expanding market share and advocating for regional needs while contributing to shared federation-wide initiatives.

The Director is also responsible for financial oversight, reporting, and strategic planning enabled by robust analytics and dashboards. With strong expertise in operational excellence, data analysis, sales strategy, and team leadership, the Director ensures sustainable growth, optimized processes, and a seamless member experience. Success in the role requires a blend of strategic thinking, people leadership, financial acumen, and the ability to drive continuous improvement across a multi‑unit, service‑oriented environment

Work Conditions:

• Hybrid work model
• National and potentially international travel as needed.
• Occasional extended hours during peak seasons or major initiatives.

Responsibilities

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 data‑driven decisions and real‑time 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 high‑performing 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. Data‑Driven 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.

Qualifications

• Bachelor's degree in Business, or related field.
• 7-10 years of leadership experience in Travel, Retail, Operations, or Multi‑Unit 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

Job Type: Full-time

Pay: $83,387.00-$125,080.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Dental care
• Disability insurance
• Discounted or free food
• Employee assistance program
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• Paid time off
• Store discount
• Vision care
• Wellness program

Work Location: Hybrid remote in Dartmouth, NS