Manager, Retail Experience

JOB INFORMATION
Requisition ID: 10948
Number of Vacancies: 1
Department: Strategy And Customer Experience Group - Marketing and Customer Experience

Salary Information: $ 106,597.40 - $ 133,315.00
Pay Scale Group: 10SA
Employment Type: Regular - Hybrid
Weekly Hours: 35 Off Days: Saturday, Sunday Shift: Day
Posted On: March 11, 2025
Last Day to Apply: March 25, 2025
Reports to: Director, Marketing & Social Media

The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC's legacy of delivering service to hundreds of millions of customers a year. The TTC's new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides:

Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future.

Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone.

The full Plan can be viewed on ttc.ca.

Career Opportunity

Come join our Marketing and Customer Experience team at this exciting time and apply for the Manager, Retail Experience role!

What you will do

The Manager, Retail Experience is responsible for pop-up retail experiences, collaborations and initiatives within the TTC system, generating both a non-fare revenue stream and "surprise and delight" experiences for customers. The incumbent will animate multiple spaces across the network for short-term pop-ups, providing interesting and relevant experiences to customers. This position will collaborate with various TTC internal departments, and external stakeholders, including Pattison Outdoor Advertising and personnel (including City officials and contractors).

The incumbent will perform field inspections of relevant TTC properties and short-term retail tenants and is the TTC's main contact for day-to-day short-term tenant issues. The Manager, Retail Experience will establish revenue and customer satisfaction targets while ensuring TTC and partners meet all contractual requirements/TTC policies and guidelines.

This unique role is a blend between retail, events programming, marketing partnerships and community activation/engagement that enhance the customer experience in stations. This role will drive revenue through temporary retail and promotional partnerships, supporting TTC's brand development, customer engagement, and non-fare revenue generation.

This program is in addition to existing long term lease vendors providing traditional retail/storefronts. In collaboration with the Property, Planning & Development Department, the position will identify key locations for pop-up shops within TTC station network, research vendors and city partners to animate the spaces on a calendar cycle.

Key objectives include, but not limited to:

• Retail Leasing & Activation Strategy
• Collaboration & Stakeholder Engagement
• Revenue Generation and Operational Efficiency
• Event Planning & Brand Activations, and
• Compliance and Reporting

The incumbent demonstrates behaviors that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment and helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC's commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC's policies.

Participates in the TTC Customer Service Ambassador Program.

What skills do you bring?

• Assess and manage corporate risk
• Demonstrate specialized expertise and knowledge in the assigned field
• Manage projects
• Manage conflict
• Communicate in a variety of mediums
• Counsel, advise, and coach in the relevant discipline
• Create and deliver presentations in various formats
• Create, document and manage information and records
• Demonstrate appropriate and effective interpersonal communications through various media
  

What qualifications do you bring?

• Completion of a post-secondary college diploma or university degree in a related discipline such as Marketing, Communication, Business Administration, or a similar field, or a combination of education, training and experience deemed to be equivalent.
• Proven experience in specialty retail leasing, partnership management, complex event logistics and/or brand activations, ideally within a large-scale public transit, retail, or events environment.
• Strong negotiation skills with the ability to manage multiple leases, contracts, and stakeholder relationships simultaneously.
• Experience with managing revenue-generating programs and projects, including short-term leasing, pop-up retail, or similar initiatives.
• Strong understanding of customer engagement strategies, with a focus on creating unique experiences that align with TTC's brand and operational goals.
• Exceptional organizational and project management skills, with the ability to prioritize and execute in a fast-paced, dynamic environment.
• Excellent communication and interpersonal skills to effectively collaborate with internal and external teams.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
• One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan.
• A comprehensive package that covers health, dental, vision and more.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues' well-being.
  

Commitment to EDI

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.

The TTC's policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.

We thank all applicants for their interest but advise only those selected for an interview will be contacted.