Retail Manager (Hershey's Chocolate World)

The Hershey Company•Lower Swatara Township, PA

5d•Onsite

About The Position

Lead one of the most iconic retail destinations in the country. Hershey’s Chocolate World is more than a store—it’s a flagship brand experience welcoming millions of guests each year. We are seeking a senior retail leader to own the end‑to‑end performance of our high‑volume, guest‑facing flagship retail store, setting the standard for service, storytelling, and execution at scale. This role is ideal for a leader who thrives in dynamic retail environments, loves being visible on the floor, and knows how to translate brand vision into daily execution through strong teams. While this position also oversees supporting warehouse and inventory operations, retail leadership and guest experience are the core of the role.

Requirements

5+ years of experience leading high‑volume, guest‑facing retail or destination environments (flagship, experiential, or attraction retail strongly preferred).
Proven success developing leaders and managing large, seasonal, or flexible workforces.
Strong retail business acumen with experience owning sales, labor, and operational results.
Comfort operating in fast‑paced environments where guest experience and brand reputation matter every day.
Bachelor’s degree or equivalent relevant experience.

Responsibilities

Lead the overall retail strategy and day‑to‑day execution of Hershey’s Chocolate World’s flagship store, ensuring every guest experience reflects Hershey’s brand, service, and storytelling standards.
Set expectations for on‑floor leadership, visual execution, service behaviors, and seasonal readiness in a fast‑paced, high‑traffic environment.
Be a visible, hands‑on leader who coaches in real time and inspires teams to deliver memorable experiences at scale.
Own retail sales, margin, labor productivity, and conversion results, treating the store as a standalone retail business within a destination environment.
Use guest traffic patterns, seasonal demand, and performance insights to inform merchandising, staffing, and execution decisions.
Partner with Marketing and Finance to align promotional plans, forecasts, and retail priorities.
Lead, coach, and develop a team of Operations Managers and Supervisors responsible for large, guest‑facing teams.
Build leadership capability, engagement, and bench strength across a highly seasonal workforce.
Establish clear performance expectations, coaching rhythms, and accountability for retail leadership behaviors.
Oversee back‑of‑house warehouse and inventory operations to ensure product availability and smooth flow that supports on‑floor retail demand.
Partner with Supply Chain and DTC teams to align inventory strategy with retail sales drivers and peak seasons.
Maintain disciplined controls around inventory accuracy, shrink, and safety.
Promote a culture of safety, operational discipline, and brand standards across retail and warehouse environments.
Identify opportunities to simplify processes, improve speed and consistency, and elevate the overall guest journey.
Lead continuous improvement initiatives that enhance both the retail experience and operational efficiency.