Job Description :MANAGER, RETAIL OPERATIONS
Swartz Bay

THE OPPORTUNITY

We’re proud to be one of the largest ferry operators in the world, moving more than 60,000 customers and 23,000 vehicles throughout coastal British Columbia every day; and our Retail Operations are an essential part of that journey. From our west-coast inspired onboard shops, Passages, to terminal retail experiences, our stores offer passengers more than just products; they deliver a memorable part of the voyage.
We’re seeking a strategic and people-focused Manager, Retail Operations to lead the charge in delivering exceptional service, optimizing store performance, and driving profitable growth through strategic leadership and operational excellence.
As Manager, Retail Operations, you oversee the entire Retail Operations across BC Ferries’ network managing annual sales of more than $20 million. You provide oversight for a diverse team, including the Assistant Manager, Retail Operations the Retail Buying Team, and manage the acquisition of over $10 million in retail products annually. From product selection and merchandising to sales performance and loss prevention, you’ll lead with data-driven insight and a deep understanding of customer experience.

Reporting to the Director, Food and Retail Operations, you add value to the team by key areas of oversight such as:

• Leading the operational and financial performance of all retail locations to meet sales, service, safety, and shrinkage targets
• Overseeing retail merchandising activities including product selection, inventory planning, and vendor partnerships to ensure alignment with BC Ferries’ values, operational standards, brand integrity, and commitment to service excellence
• Analyzing market trends, sales performance, and customer feedback to drive strategic retail decisions
• Managing retail budgets, pricing strategies, and promotional plans to maximize revenue opportunities
• Collaborating with stakeholders and vendors to enhance product offerings and build strong contractual partnerships
• Championing the customer experience—ensuring high standards of service delivery across all retail touchpoints
• Leading team development, performance management, and succession planning to build a motivated and engaged workforce
• Developing and implementing loss prevention strategies to ensure shrinkage targets can be achieved