Retail Communications Lead

Trek•Waterloo, WI

About The Position

A bit about us Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us! Job Description Location: Waterloo, WI Department: Retail Operations Reports to: Director, N.A. Customer Care & Retail Operations Role Overview The Retail Communications Lead is responsible for owning and delivering clear, timely, and consistent communication to Trek’s North America retail stores. This role partners closely with Retail Leadership and HQ support teams to ensure stores receive the information, SOPs, and updates they need to operate efficiently and confidently. This position plays a critical operational role — managing day-to-day retail communications, overseeing SOP content and governance, and maintaining the DOTS Hub (ThinkTime) as a reliable source of truth for stores.

Requirements

Strong written communication skills with the ability to simplify complex information
Experience managing internal communications, operations communications, or retail/store-facing content
Ability to manage multiple inputs while maintaining message clarity, consistency, and priority
Highly organized, detail-oriented, and comfortable owning operational processes
Confident partner with cross-functional teams, including senior leadership
Experience working with content management systems, SOPs, or internal platforms preferred
Preferred: Knowledge of DOTS operations and experience working with Ascend tools

Nice To Haves

Knowledge of DOTS operations and experience working with Ascend tools

Responsibilities

Manage, edit, and distribute weekly communication to all North America owned retail stores
Liaise with internal teams to ensure pertinent information is communicated in a timely and effective manner
Develop and implement internal communication strategies across retail support teams
Own and distribute urgent retail communication to store teams when warranted
Partner with Retail Leadership on communication priorities, planning, and content creation
Share relevant retail communications with appropriate internal Trek teams
Develop and implement tools and processes to improve how retail communication is delivered
Research best practices to continuously improve communication effectiveness across teams
Investigate and expand topics for communication across internal and external retail teams
Own the SOP library, ensuring content is current, concise, and easy to follow
Create new SOP content when new procedures, tools, or initiatives are introduced
Edit submitted SOPs prior to publishing to ensure clarity and consistency
Manage and maintain SOP documentation standards
Own and manage the DOTS Hub (ThinkTime / StoreForce) communication site
Maintain content layout, structure, and publishing standards
Work with Retail Support Teams to ensure consistent communication structure
Assist with task and content management on the site
Monitor and approve requests to communicate with DOTS, including meeting scheduling
Build a weekly retail communication plan in partnership with Retail Leadership
Collaborate with global counterparts in EMEA and APAC to align communication standards and tools
Ensure communication and documentation is translated when appropriate