Tiffany & Co.

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Director of Operations - Canada

Director of Operations - Canada

Req # 
Posted Date 
Retail Support

More information about this job


The Director of Operations – Canada is responsible for developing and implementing a long term operational strategy aligned with Americas Facilities & Operations projects and Canada Market under the direction of the Vice President – Canada and Senior Director of Facilities & Operations - Americas. The incumbent will be responsible for innovation and vision, with immediate focus on;

  • Project Management (to include Retail Foundation, Workforce Management, IT and Real Estate)
  • Logistics (Transportation, Customs & Trade, Renovations, New Store Concepts and Vendor Contracts & Management)
  • Canada Market Financial Reporting & Analysis
  • Compliance & Audit (in accordance with Federal and Provincial Legislation)
  • Facilities (Service Channel, Capital Requests, Repair & Maintenance Budgeting)
  • Loss Prevention (Physical Loss Prevention Standards, Loss Prevention Planning, TR Events & Investigations)
  • Development and standardization of retail policies and procedures
  • Provide consultative insight to leadership related to retail productivity while ensure a focus of regional perspectives and expertise on all cross functional initiatives

The incumbent will manage a regional team consisting of; Manager – Facilities and Loss Prevention & Operations Coordinator(s) while working in close partnership with; Director of Sales, Director of Human Resources, Director of CRM and other business partners as required.   This role will be based in Toronto, ON, Canada and will require Regional and travel to the United States.


Standardize Operating Procedures / Business Process Improvements

  • Develop a long term strategy to reduce operational in-store activity while increasing selling capacity while monitoring budgets (Facilities, Loss Prevention, P&L oversight)
  • Identify opportunities for standardizing or centralizing current and new procedures to maximize resources in store.
  • Execute, train and communicate to all stores on special projects as it relates to new processes and procedural changes for the Canada Market. (i.e. Compliance, Internal Audit, Distribution, Transportation, Facilities & Customer Service, etc.).
  • Identify ways to streamline operations and propose sustainable changes.
  • Partner with Americas Retail and global counterparts to establish best practices.
  • (i.e. Global Sales Operations, Security/Loss Prevention, Internal Audit, etc.).
  • Partner with Global Sales Operations to ensure strategies can be implemented within the Canada Market.
  • Create a culture that allows the organization to quickly adapt to changes while ensuring client interaction/satisfaction is paramount.

Retail/Store Support:

  • Coordinate annual physical inventory in collaboration with Americas Facilities and Operations for the Canada Retail Team and partner with Market Sales Director, Store Directors and Boutique Managers to execute effectively.
  • Partner with IT and Operations to manage updates to and issues related to the retail systems such as POS and other retail applications. Partnership with corporate and regional IT, ensure that all IT network systems enhancements are implemented and communicated consistently across all stores in each Province
  • Partner with NA Communications team to ensure the consistent delivery of business critical updates, new process and implementations and procedures to retail network.
  • Support new store/hire training by providing consultation in store operational procedures and processes in partnership with Human Resources


  • Ensure overall retail compliance as per Federal and Provincial Legislation
  • Lead excellence on inventory accuracy, cycle counts, operations reporting, POS procedure compliance, transfer of merchandise, repair inventory transfer and log, borrow merchandise procedures, missing assets reports, COM merchandise control etc.
  • Oversee and monitor the Retail Controls Checklist, Chain of Diamond Custody and Diamond Audit Program.
  • Partner with regional and corporate support groups to establish best practices in response to market feedback (i.e. Sales Audit, Internal Audit, IT, Tax, Distribution, Global Protection, Credit, TSC, Merchandising, Payroll, Supply Management, Transportation, etc.)

Branch Facilities:

  • Lead and direct retail store/boutique facilities strategy and operations organization
  • Develop and implement master service contract strategy for our network of service providers and suppliers and measure results with data
  • Partner with procurement to comply with established company competitive bidding practices and contract administration requirements.
  • Partner with NA Finance for accurate planning of Services and R&M budgets and CER requests

Global Protection:

  • Regional Security & Facilities Manager has a dual reporting line to the Director of Operations Canada and the Director of Security Americas
  • Liaison with the Regional Security & Facilities Manager of Canada and Director of Security Americas on security related matters when needed
  • Manage Regional Security and Facilities Manager when functioning in the operations/facilities capacity
  • Provide day to day direction and PMP input as it relates to all aspects of the RSFM job with a dotted line into the Director of Security

IT Solution Architecture:

  • Serve as a Canada Retail SME, system design and implementation resource for critical IT strategic projects;
  • Payment Processing Modernization Phase 1.0 & 2.0 (EMV)
  • Retail Foundation (MIPS Replacement)


  • Proven Canadian experience with retail operations (managing profitability and operational efficiencies) and facilities management
  • Proven Project Management experience (Real Estate, Technology, Logistics, Sales)
  • Experience working with Senior Retail Leadership in a strategic context
  • Ability to manage complex projects with multiple stakeholders
  • Ability to influence, build and maintain partnerships
  • Proven ability to influence, build and maintain partnerships
  • Proven ability and desire to work in a fast-paced, changing environment
  • Ability to work independently in a high paced environment
  • Proficiency Microsoft Office and Point of Sale (POS)
  • Strong organizational, oral and written communication skills
  • Flexibility to work non-traditional hours, days, nights, weekends and holidays