Our Mission:

Ontario Medical Supply is a Leading Distributor of medical equipment, supplies, and services for healthcare organizations and home healthcare clients across Ontario. Specializing in long term care, assisted living, retirement and home health care. Ontario Medical Supply is partnered for success with Royal Drugs. Royal Drugs is a healthcare company providing specialty pharmacy, infusion therapy, and retail pharmacy services. Together, we work towards supporting optimal health outcomes and better quality of life. Come Join Our Team!

Purpose:

The Director, Consumer Sales and Solutions is responsible for the strategy, growth, operational performance, and revenue results of Ontario Medical Supply’s consumer-facing business. The role brings together Retail, Mobility Sales, and Customer Conversion and Retention under a unified leadership structure to creating a coordinated and effective customer experience. In this role, you will develop and execute strategies that grow consumer revenue, improve retail store performance, expand mobility sales, increase rental-to-purchase conversions, strengthen customer retention, and generate incremental revenue through accessories and complementary products. By connecting these functions, the Director will ensure OMS supports customers throughout their journey, from an initial purchase or rental through to their evolving healthcare, mobility, and independent-living needs.

You will establish the vision, priorities, performance expectations, and commercial strategies for the business. The role will use customer, market, operational, and financial insights to identify growth opportunities, improve performance, and build a scalable and sustainable consumer sales model.

Position: Director, Consumer Sales and Solutions

Location: Ontario Medical Supply. – Ottawa (1100 Algoma Road, Ottawa, ON K1B 0A3) or Mississauga (2785 Skymark Ave, Mississauga, ON L4W 4Y3),

No. of Positions: 1

ATR:#5195

Type: Full Time, Permanent

Salary: $120,000-$125,000

This job posting is for an existing vacancy

Job Responsibilities:

Consumer Sales Strategy and Business Growth

- Develop and execute a comprehensive consumer sales and growth strategy across Retail, Mobility, and Customer Conversion and Retention.
- Establish annual business plans, revenue targets, operating priorities, and performance measures aligned with corporate objectives.
- Identify and pursue opportunities to grow market share, expand the customer base, increase customer lifetime value, and strengthen OMS’s position in the consumer healthcare and mobility market.
- Develop strategies to increase sales across physical retail locations, mobility channels, customer conversion activities, and other consumer touchpoints.
- Evaluate new products, services, sales channels, partnerships, and customer programs that support profitable growth.
- Translate strategic priorities into clear objectives and execution plans for each area of the Consumer Sales and Solutions business.
- Ensure the consumer growth strategy evolves in response to changing customer needs, market conditions, funding programs, competitive activity, and industry trends.

Revenue and Financial Performance
- Be accountable for the revenue, profitability, and overall financial performance of the Consumer Sales and Solutions business.
- Establish and manage sales, margin, expense, and profitability targets across Retail, Mobility, and Customer Conversion and Retention.
- Monitor financial and operational results, identify performance gaps, and implement corrective actions or growth initiatives as required.
- Develop forecasting and reporting processes that provide visibility into sales performance, conversion activity, customer retention, attachment sales, and profitability.
- Partner with Finance and other internal stakeholders in the development of annual budgets, forecasts, business cases, and investment priorities.
- Evaluate performance by location, channel, product category, customer segment, and sales team to identify opportunities for improvement.
- Ensure promotional, pricing, and growth initiatives are commercially sound and deliver measurable results.

Retail Performance and Operational Leadership
- Provide strategic and operational leadership for OMS’s retail store network, with accountability for overall store performance, consistency, customer experience, and profitability.
- Establish performance standards and key performance indicators for retail locations, including revenue, margin, conversion, average transaction value, attachment sales, customer satisfaction, and operating efficiency.
- Hold Retail Store Managers accountable for the effective day-to-day operation of their respective locations.
- Review store performance regularly and work with Store Managers to develop and implement location-specific improvement plans.
- Identify opportunities to improve the retail operating model, store productivity, service delivery, staffing effectiveness, and the customer experience.
- Provide direction on retail merchandising, product assortment, pricing, promotions, and inventory priorities in partnership with the Category Manager, Retail and Mobility, and other internal stakeholders.
- Ensure stores deliver a consistent, professional, accessible, and solutions-oriented customer experience.
- Support the development of standardized operating practices while recognizing the distinct needs and opportunities of individual markets.
- Ensure appropriate controls, policies, health and safety requirements, and regulatory standards are maintained across all retail locations.

Mobility Sales Growth
- Develop and execute strategies to accelerate mobility sales and strengthen OMS’s mobility market presence.
- Establish sales, margin, activity,



and pipeline expectations for the Mobility Sales Consultant team.
- Build a disciplined and consultative sales approach focused on understanding customer needs and recommending appropriate mobility solutions.
- Monitor sales pipelines, lead response, closing rates, sales cycles, referral sources, and territory performance.
- Identify opportunities to expand referral networks and strengthen relationships with healthcare professionals, community partners, facilities, funders, and other sources of mobility business.
- Improve coordination among Mobility Sales Consultants, retail locations, Customer Solutions Specialists, and operational teams to maximize sales opportunities and provide a seamless customer experience.
- Assess market coverage, territory alignment, team capacity, and resource requirements to support continued growth.
- Develop strategies to increase attachment sales of accessories, service packages, and complementary products associated with mobility purchases.

Customer Conversion, Retention, and Lifetime Value
- Provide strategic direction for the Customer Conversion and Retention function, with a focus on converting eligible rental customers to purchases and identifying customers’ longer-term product and service needs.
- Establish measurable conversion, retention, customer contact, and incremental revenue targets.
- Develop structured customer engagement strategies that support timely and relevant follow-up throughout the customer lifecycle.
- Identify opportunities to increase customer lifetime value through accessories, complementary products, replacement products, upgrades, and other solutions aligned with customers’ evolving needs.
- Ensure customer outreach is appropriately segmented, personalized, and focused on delivering value to the customer.
- Develop processes for capturing, qualifying, assigning, and following up on consumer sales leads across all areas of the business.
- Strengthen coordination among Customer Solutions Specialists, retail teams, Mobility Sales Consultants, rental operations, and other customer-facing functions.
- Use customer feedback, purchasing behaviour, conversion data, and retention trends to improve programs and identify new opportunities.
- Ensure conversion and retention activities are conducted in a customer-focused manner that builds trust and supports long-term relationships.

Customer Programs and Loyalty Initiatives
- Develop customer retention, loyalty, and engagement programs that encourage repeat business, referrals, and stronger long-term relationships with OMS.
- Identify opportunities to provide greater value, convenience, education, and ongoing support to consumer customers.
- Evaluate the effectiveness of customer programs using measurable outcomes such as participation, repeat purchases, retention, referrals, and incremental revenue.
- Develop initiatives that help OMS remain connected to customers as their healthcare, mobility, and independent-living needs evolve.
- Collaborate with Marketing on customer communications, promotional campaigns, educational content, and consumer engagement initiatives.
- Ensure programs reflect the needs of OMS’s customers and reinforce a consistent and trusted consumer brand experience.

Market and Competitive Analysis
- Maintain a strong understanding of the consumer healthcare, home medical equipment, mobility, and retail landscape.
- Monitor market trends, customer expectations, current product developments, funding changes, competitor activity, pricing, and emerging sales channels.
- Use market intelligence and business data to identify risks, growth opportunities, underserved customer needs, and areas of competitive advantage.
- Conduct or oversee market, customer, and competitor analyses to support strategic planning and investment decisions.
- Provide leadership with regular insights and recommendations regarding consumer market opportunities and business performance.
- Ensure market insights are translated into practical actions related to product assortment, pricing, promotions, sales processes, customer programs, and service delivery.

Cross-Functional Leadership and Collaboration
- Collaborate with Supply Chain, Operations, Marketing, Finance, Human Resources, Information Technology, Procurement, Clinical Services, and other business areas to execute the consumer growth strategy.
- Work closely with Supply Chain and Procurement to align inventory availability, product assortment, demand planning, and supplier performance with consumer sales priorities.
- Partner with Marketing to develop campaigns, promotions, sales materials, digital initiatives, and customer communications that support growth objectives.
- Collaborate with Finance to monitor performance, evaluate investments, and maintain accurate forecasts and reporting.
- Work with Information Technology and operational stakeholders to improve systems, customer data, reporting, sales tools, and workflow efficiency.
- Represent the needs and priorities of the consumer business in organizational planning and decision-making.
- Lead cross-functional initiatives that improve the end-to-end customer journey and remove barriers to growth.
- Build productive relationships with vendors and strategic partners to support product access, competitive positioning, sales growth, and customer value.

Leadership and People Development




- Lead and develop a diverse team that includes the Category Manager, Retail and Mobility; Retail Store Managers; Mobility Sales Consultants; and the Customer Conversion and Retention Manager.
- Establish clear accountabilities, performance expectations, decision-making authority, and communication practices across the Consumer Sales and Solutions team.
- Build a high-performance culture grounded in customer focus, collaboration, commercial accountability, continuous improvement, and results.
- Coach and develop leaders to strengthen their ability to manage performance, lead change, solve problems, and develop their teams.
- Ensure leaders are appropriately equipped to oversee day-to-day operations so that the Director can maintain focus on strategy, growth, integration, and overall business performance.
- Identify organizational, staffing, and capability requirements needed to achieve current and future business objectives.
- Support succession planning, talent development, and the recruitment and retention of high-performing team members.
- Promote collaboration and knowledge-sharing across locations and functions.
- Ensure employees receive the product knowledge, systems training, sales development, and operational support required to succeed.

Performance Measurement and Continuous Improvement
- Develop and maintain a comprehensive performance framework for the Consumer Sales and Solutions business.
- Establish key performance indicators across all consumer sales streams, including:
- Revenue and gross margin
- Profitability
- Same-store sales growth
- Mobility sales growth
- Rental-to-purchase conversion rates
- Customer retention and repeat-purchase rates
- Attachment sales
- Average transaction value
- Lead response and close rates
- Sales pipeline performance
- Customer satisfaction
- Inventory productivity
- Program participation and effectiveness
- Regularly review performance with leaders and ensure action plans are implemented where results fall below expectations.
- Improve the quality and availability of data used to support commercial decisions.
- Identify opportunities to standardize, simplify, and improve sales and operational processes.
- Create a culture in which performance insights, customer feedback, and employee input are used to drive continuous improvement.
- Other duties as assigned by Management

Qualifications:

- Post-secondary degree or diploma in business, commerce, marketing, healthcare administration, or a related discipline.
- Minimum of seven years of progressive leadership experience in consumer sales, retail, mobility, healthcare products, home medical equipment, or a related field.
- Demonstrated experience leading a multi-location or multi-channel business with responsibility for revenue growth, operational performance, and profitability.
- Experience developing and executing business, sales, and customer growth strategies.
- Proven ability to lead managers and sales professionals across multiple functions or locations.
- Demonstrated success improving sales performance, customer conversion, retention, attachment sales, and profitability.
- Strong financial and commercial acumen, including experience with budgeting, forecasting, performance reporting, and business case development.
- Experience using customer, market, sales, and operational data to guide decisions and identify growth opportunities.
- Experience in healthcare, mobility, home medical equipment, or solutions-based consumer sales is considered a strong asset.
- Experience leading organizational change or integrating teams and functions is considered an asset.
- Bilingualism in English and French is considered an asset.

SKILLS:
- Strategic and commercial leadership
- Revenue growth and profitability management

- Consumer sales strategy
- Multi-location retail leadership

- Sales performance management

- Customer conversion and retention
- Customer journey and experience management
- Consultative and solutions-based selling

- Market and competitive analysis

- Financial and analytical acumen
- Cross-functional leadership

- Organizational change leadership
- Talent development and performance coaching

- Business planning and execution
- Data-informed decision-making
- Communication and executive presentation skills
- Adaptability and comfort with ambiguity

- Continuous improvement and innovation
- This reflects the general duties and responsibilities of the role and may be amended as operational or regulatory requirements evolve.

Human Resources:

While we thank you for your interest, only select applicants will be contacted regarding the position. Ontario Medical Supply is an inclusive and equal opportunity employer committed to providing diversity and accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. All applicants must make their requirements known when contacted.

The company reserves the right to close the competition based on business need and a sufficient pool of candidates who have applied.

AI will be used in the recruitment process.

Company

OMS / Royal Drugs

Location

Ottawa

Opening Date

Sep 15, 2026

Closing Date

Oct 30, 2026

Requirements

Type

Description

Status

A&AODA;

Accessibility & AODA Acknowledment

Required within 30 days after job starts

EO -2

Quality & Regulatory Training (Phase 2)

Required within 30 days after job starts

EO-1

General Orientation (Phase 1)

Required within 30 days after job starts

SPV H&S;

Supervisor H&S; Awareness

Required within 30 days after job starts

WHMIS

WHMIS 2015

Required within 30 days after job starts

WPVH

Workplace Violence and Harassment

Required within 30 days after job starts

📌 Director, Consumer Sales and Solutions - Ottawa OR Mississauga
🏢 Ontario Medical Supply
📍 Ottawa