Retail Operations and Communication Manager

Rocky Mountain Soap Company

1d•$70,000 - $90,000•Hybrid

About The Position

The Retail Operations and Communication Manager champions a human, connection-lead retail experience through the optimization of retail systems and communication. This role ensures store teams receive clear, timely, and consistent information that drives strong execution, engagement, and alignment. The role is responsible for managing, and optimizing retail systems, and acts as a key partner between retail, the workshop, and cross-functional teams. The Retail Operations and Communications Manager ensures all store teams have the tools, resources and support needed to operate efficiently while delivering an exceptional customer experience. This role can be based in a hybrid capacity from our Canmore Workshop, or fully remote from Alberta or Toronto, provided there is a Rocky location present and accessible.

Requirements

Post-Secondary degree in business, operations management, or a related field
A minimum of 5 years of experience in a retail leadership role
Strong understanding and expertise in retail systems (StoreForce, Shopify, NetSuite preferred)
Deep understanding of retail KPIs (Sales, ATV, UPT, CVR, traffic, labour percent)
Ability to balance customer experience with productivity and profitability
High level of integrity, confidentiality, and attention to detail
Strong analytical thinking, planning, prioritization and execution skills
Demonstrated experience in conflict resolution and people leadership skills
Thrives in ambiguity and able to quickly solve problems with limited information
A people leader, with a growth mindset, who is inspired by Rocky's purpose and wants to share that with teams and customers
A valid driver's license and ability to travel to all retail stores

Responsibilities

Allocations & Inventory Management Partner cross-functionally with store leaders, sales, inventory, allocations, and shipping teams
Manage launch quantities and monitor sell-through rates
Optimize stock receiving processes across all stores, lead cycle counts, and reduce out-of-stock instances
Manage end-to-end inventory flow, replenishment, and in-stock optimization
Collaborate with procurement and operations to ensure timely stock delivery and in-store availability of finishing touches
Monitor for financial responsibility and act as a strong voice of advocacy for retail efficiency and customer experience in all decisions related to inventory and supplies
Oversee facilities management, including plant care, store/window cleaning, mat services, music accounts, POS system (Shopify), and security
Manage store room contracts and seasonal storage leasing
Act as Project Manager for store openings, closings, small projects, and renovations
Act as the health and safety representative for the retail function adopting and adhering to safe work practices and environments
Manage and support Store Leaders in optimizing labour aligned to traffic, productivity, and sales targets
Partner with Director, Retail to set and load sales and KPI targets per store, ensuring accuracy
Consistently review schedules, provide feedback, and manage schedule building when needed
Oversee training and coaching of Store Leaders on time & attendance and payroll verification, and follow up with Payroll as needed
Accountable for ensuring retail stores, supporting tools, and systems are optimized to meet business needs and store teams are set up for high-volume periods
Own and manage key retail system functions, including but not limited to NetSuite, StoreForce, music systems, traffic counter Shopify, IT equipment, and initiate vendor support as needed
Maintain retail business directory and store hours, ensuring information is accurate
Design and implement scalable retail operation processes, train and coach store teams on operational standards
Partner with Retail Leadership to ensure communication to stores in engaging, timely and relevant, and supports a consistent and engaging customer experience
Administrate and optimize all retail internal communications to equip store teams with clarity to execute with confidence
Deliver weekly reporting and data insights to support the Retail Leadership team and Store Leaders in making well informed, customer centric decisions