Senior Director, Business Enablement

Working at Trail Appliances means joining an entrepreneurial‑minded, driven team dedicated to delivering an exceptional customer experience. Trail Appliances is the leading independent appliance retailer in Western Canada. We’re a fast‑growing company with over 500 employees in British Columbia, spread out over 10 showrooms, 3 Outlet Centres, 3 distribution centres, and 4 offices in BC’s major markets.

Our core values: Integrity – We do what’s right, even when no one is looking. Improvement – We do it well. Then we do it better. Caring – We put ourselves in others’ shoes. Authenticity – We like people, not pretense. Determination – We kick down walls.

Business Technology Enablement & Value Realization

• Own business enablement for enterprise platforms including Dynamics 365 and future customer‑facing systems (CRM).
• Ensure systems are configured, extended, and enhanced to support Trail across commercial, operations and finance.
• Translate strategic business priorities into clear technology initiatives and outcomes.
• Drive adoption, behavioral change, and process discipline associated with new system capabilities.
• Measure and report on value realization, adoption, and business impact.

ERP (Dynamics 365) Business Ownership & Evolution

• Act as the business owner to unlock the full value of Dynamics 365.
• Partner with Technology and business leaders to evaluate new Microsoft features, assess readiness and timing, and sequence enhancements based on organizational capacity.
• Ensure ERP evolution is deliberate, controlled, and aligned to operational realities.
• Prevent feature sprawl, workarounds, and adoption gaps.

CRM & Customer Capability Enablement (Future‑State)

• Lead business ownership of CRM strategy and implementation when introduced.
• Partner with Sales, Marketing, and Operations leadership to define customer journeys, pipeline and lead management, and adoption standards.
• Ensure CRM capabilities support both transactional and long‑cycle customer relationships.
• Own CRM adoption, training, and ongoing evolution.

Project Ownership & Change Capacity Management

• Oversee prioritization, sequencing, dependencies, and change capacity for Enablement projects.
• Provide strategic visibility into priorities, organizational capacity, risks, and trade‑offs.
• Actively elevate conflicts between business demand, system readiness, and organizational capacity.

Business Partnering

• Ensure high‑quality translation of business needs into clear, actionable requirements.
• Maintain strong alignment between business intent, system configuration, and delivered outcomes.
• Prevent “solution‑first” thinking by anchoring work in business problems and workflows.

Data, Analytics & Decision Enablement

• Own analytics and reporting as decision‑enablement tools, not standalone outputs.
• Ensure reporting, dashboards, and insights are trusted, actionable and embedded in day‑to‑day decision‑making.
• Own enterprise data models, definitions, and governance, in partnership with Technology.
• Drive prioritization of analytics that directly support operational, financial, and commercial decisions.

Advanced Analytics & AI

• Assist with predictive analytics initiatives (demand, inventory, pricing, marketing, etc.).
• Help identify and scale an AI strategy for Trail, to drive automation, productivity and new use‑cases.
• Operationalize AI use‑cases with clear business value.

Cross‑Functional Leadership & Partnership

• Partner closely with all facets of the business and the Senior Leadership Team.
• Act as a trusted advisor to senior leaders on how systems, data, and process changes affect execution.
• Facilitate alignment and decision‑making across functions.

What This Role Does Not Own

• Infrastructure, networks, cybersecurity, or platform architecture
• System uptime, environments, or release mechanics
• Software engineering or development team management

Qualifications & Experience

• Bachelor’s degree in Business, Technology, Engineering, or a related field required.
• MBA or equivalent advanced degree strongly preferred.
• 10–15+ years of progressive leadership experience in business transformation, technology enablement, or digital operations.
• Proven experience owning or enabling enterprise platforms (ERP, CRM), ideally Microsoft Dynamics 365 .
• Demonstrated success driving enterprise‑wide change management and adoption initiatives.
• Experience leading or partnering with a PMO , including prioritization, sequencing, and capacity planning.
• Strong track record of translating business strategy into scalable technology and process solutions.
• Hands‑on experience in data, analytics, and reporting enablement , including governance and business adoption.
• Exposure to advanced analytics and AI initiatives (predictive models, automation, decision‑support tools).

Leadership & Functional Capabilities

• Strategic thinker with the ability to connect business priorities to technology roadmaps.
• Change leadership expertise , including driving behavioral adoption and process discipline at scale.
• Cross‑functional leadership with the ability to influence senior stakeholders and align competing priorities.
• Strong business‑to‑technology translation skills (requirements, workflows, outcomes).
• Experience preventing “solution‑first” and ensuring initiatives are problem‑driven and value‑focused .
• Ability to manage complex trade‑offs across business demand, system capabilities, and organizational capacity.

Technical & Analytical Skills

• Solid understanding of: ERP systems (Dynamics 365 strongly preferred), CRM platforms and customer journey design, data models, reporting tools, and analytics ecosystems.
• Experience with KPI design, value realization frameworks, and performance measurement .
• Familiarity with modern data architecture, governance, and business intelligence tools .