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Director of Retail Operations

Crawford Thomas Recruiting Worcester ,MA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description


Position:  Director of Retail Operations

Reports to:  COO, Retail Operations and Marketing



Director of Retail Operations will direct and oversee our clients retail organization and serve as the leader for a team of District Managers ensuring that all critical Retail priorities are clearly communicated and executed at store level.


Develop Retail Account Strategy/Tactical Plan:
Work with the COO, Retail and Marketing to develop strategies, standards, goals and expectations for the division
Develop tactical retail plan and drive retail execution capabilities
Establish process to ensure any acquired location(s) are fully integrated and consistent with retail strategy and customer service guidelines of our client
Support and participate with other organizational Leaders on Departmental meetings or calls
Lead annual retail reviews and major presentations
Establish process to integrate retail strategy and customer service guidelines; ensure consistency
Provide input into the customer service strategy
Communicate retail strategy/standards internally and externally
Provide feedback to customer teams on sales opportunities and input into budget and plan development

Lead and Drive Retail Execution:
Set performance expectations and standards for direct reports
Assist personnel with plan/program development
Establish coverage standards for each retail location
Set process and standards to ensure region responses to customer's needs are quick and reliable
Proactively resolve issues/conflicts within retail team if necessary
Feeds back retail conditions to COO based on first-hand knowledge
Communicate retail strategies/tactics to direct reports
Provide mechanisms for effective field communication

Develop and Coach People:
Develop Divisional Retail strategy and plan including succession plan
Develop and monitor to ensure training standards are met
Provide formal and informal constructive feedback
Work with direct reports to create and execute development plans and individual career paths
Provide ongoing feedback to COO about personnel capabilities/development
Coach and assess personnel capability and retail conditions
Communication champion
Calibrate store performance to ensure MMP rating consistency

Manage Retail Resources:
Efficiently allocate resources
Manage retail labor hours budget
Provide input into Training and Recruiting priorities
Hire, terminate, and evaluate retail personnel
Attract and retain high caliber candidates


Support implementation of the clients and Health program

Familiarity with hazards and safe work policies effecting employees and processes within Retail division

Overview the reporting and investigation of workplace accidents, injuries, incidents, or illnesses involving employees in Retail division

Complete the new employee safety orientation procedure with all new or transferred employees working in your area of responsibility

Ensure that Retail employees complete the required safety and health training

Perform safety meetings in accordance with client safety protocol to reinforce the Safety and Health Manual

Monitor employee behavior and enforce compliance with safety rules, policies, and procedures

Regularly inspect locations for workplace hazards and initiate corrective action immediately

Encourage employees to report unsafe conditions or work practices and initiate corrective action

Promote a quick return to work for employees under your supervision



Bachelor’s degree in Marketing or Business Administration

10+ years of progressive management / leadership experience

Thorough Retail industry knowledge is a must
Strategic leadership and tactical management experience

Strong background in finance, budgeting, business planning and P&L understanding

Robust experience in business development

Solid organization, project management and planning skills
Persuasive presentation skills

Powerful inter-personal skills

Independent and creative thinker

Team player and Leader

Ability to work in a dynamic environment

Crawford Thomas Recruiting


Worcester, MA