Operations Manager Client Relations Jobs in Toronto, ON

Retail Operations Manager

Six-Month Contract, with strong potential to become permanent
Compensation: $75,000 annualized, plus performance bonus, executive-level benefits & signing bonus!
Location: Greater Toronto Area, hybrid across client locations, client head office and PPL

About PPL

PPL is a purpose-built marketing and sales activation agency built around one central belief, the frontline employee experience is the foundation of frontline success.

We bring brands to life wherever communities come together and shopping happens, connecting strategy, operations, people and performance across retail, assisted selling and experiential environments. Our talent-first model prioritizes retention over recruitment, careers over jobs and measurable results over activity for activity’s sake.

The Opportunity

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.

What You’ll Do

Retail Leadership and Operations

• 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

The role will be instrumental in refining the operational plan, protecting the client’s investment in extensive employee training and ensuring consistency across a highly structured customer conversation.

Standard Operating Procedures and Quality Control

• 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

Recruitment, Training and Employee 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

Strategy and Program Development

• 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

Reporting and Performance

• 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

What You Bring

• 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

Preferred Experience

• 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

The Person We’re Looking For

You are equal parts operator, coach and builder.

You understand that great retail is not created through policies alone. It comes from giving people the right tools, expectations, support and leadership to deliver consistently.

You are comfortable stepping into an evolving program, creating structure where it is needed and staying close enough to the frontline to understand what is actually happening. You do not wait for perfect conditions. You assess, prioritize, act and improve.

You bring a high level of professionalism, but you are not precious about rolling up your sleeves.

Compensation and Term

This position is offered as an initial six-month contract.

Compensation is $75,000 per year, annualized for the contract period, plus eligibility for a performance-based bonus. The role also includes executive-level benefits. While the initial term is six months, the program is expected to grow, and there is a strong possibility that the role will transition into a permanent position.

Why Join PPL

At PPL, frontline employees are not treated as temporary resources or an afterthought. They are the people our clients are ultimately investing in.

We believe culture should be intentionally built, not borrowed. That means creating environments where people are supported, challenged, recognized and given meaningful opportunities to grow. Our approach combines servant leadership, creative thinking and measurable impact, with the goal of building stronger programs and better experiences for employees, clients and customers.

Equal Opportunity

PPL is committed to creating an inclusive workplace where difference is valued and every voice matters. We welcome applications from qualified candidates of all backgrounds and will provide accommodation throughout the recruitment process in accordance with applicable accessibility and human rights legislation.