Director of Retail Operations, North America

About the position

As the Director of Retail Operations, you will oversee our full North America daily retail operations. Reporting into this role, you will manage our Store Communication & Support team as well as our Retail Operations team. These teams work together to effectively plan out our annual retail calendar and execute an engaging communication strategy. This team will work with our field and HQ partners to ensure our stores run as well-oiled machines and work to relentlessly drive process improvement opportunities to drive measurable business outcomes. With North America serving as our center of excellence for global planning and execution, this role will partner closely with our Director of International Retail Operations to drive cohesive planning, execution, and localization of North America strategies into other regions. A successful leader for this role will operate with an entrepreneurial approach, rolling up their sleeves and getting into the details of our retail operation but can also operate at a higher strategic level ensuring that retail projects deliver on expected business outcomes. This leader comes to Alo with a combination of multi-unit or district field leadership as well as leadership experience in a headquarter-based retail operations function. Leveraging these skills, this leader will build strong relationships with regional and district leaders and will build and develop a high performing Retail Operations team.

Responsibilities

• Partner cross-functionally and within Retail team to maintain a robust retail calendar, modeling a coordinated and balanced 'plan the work, work the plan' approach to launching initiatives and sequencing workload/tasks to maximize retail success.
• Oversee development and execution of Alo’s retail communication strategy, including cadence of communication, maximizing Zipline - Alo’s communication and task management platform, and ensuring that communications represent Alo’s culture, voice, and drive a high level of engagement and execution.
• Ensure the highest level of thoughtfulness, quality, polish, and accuracy of communication deliverables and supporting assets.
• Develop integrated launch and change management plans for key campaigns and initiatives, partnering across all retail and cross functional teams to maximize launch effectiveness.
• Partner with retail leadership to drive associate engagement through activities, meetings, and performance driving contests.
• Establish and oversee a closed loop feedback process, collecting feedback from store teams through surveying and store visits and circling back to share findings, insights, and actionable next steps to address feedback.
• Oversee store support, playing an 'air traffic control' role in monitoring support/ticketing themes, working with partners to drive high level of SLA compliance and store support, and identifying and coordinating efforts to solve root cause of tickets through retail projects and initiatives.
• Oversee and ensure cross-functional and leadership alignment of content for regular field meeting series including regular store manager and district manager meetings.
• Plan major virtual and in-person meetings and conferences, including annual store manager conference, bi-annual district manager conference, holiday kickoffs, and launch meetings.
• Partner with HQ and Field Leadership to drive the highest levels of consistent operational execution across key operational performance indicators, including Inventory Accuracy, Shrink, Replenishment, and Omni Short Ship Rates.
• Develop and maintain a culture of continuous improvement of policies and procedures for operational process execution to extraordinary levels of efficiency.
• Through field feedback and store visits, identify opportunities for process improvement activities that drive efficiency and effectiveness of operational execution.
• Partner with other retail teams to identify, prioritize, plan, and rollout major operational, omni, and technology improvement projects.
• Partner closely with Merchandising and Planning & Allocation teams to flag exceptions and ensure stores are assorted and kept in-stock to deliver against sales and operational expectations.
• Partner with Logistics team to drive highest levels of shipment service, piloting new and innovative approaches to keep stores in stock while optimizing weeks of supply.

Requirements

• Required minimum of 10+ years of experience across both retail district leadership roles and headquarter-based retail operations leadership roles.
• Bachelor’s degree in Business, Operations, or other relevant field.
• Proven track record of developing and executing effective retail operations with significant experience maintaining retail calendars, rolling out initiatives, and identifying/driving process improvement opportunities.
• Strong ability to influence and collaborate across different levels of the organization.
• Exceptional written and verbal communication skills, including the ability to craft compelling assets and presentations.
• Strong organizational abilities with the ability to multi-task and pivot frequently based on business changes.
• Expertise in Microsoft Office Suite and experience using retail communication or task management platforms.
• Ability to travel to stores based on business demand, up to 50% of the time.

Benefits

• Performance bonuses
• Long term incentives
• PTO policy
• Progressive benefits