Director Of Retail Operations

Position Overview:

Wonderlosity is a rapidly growing company specializing in immersive retailing, offering unique shopping experiences. Our brands include Alice in the Village, The Cloak and Wand, Alice’s Haunted Book Shop and Arisu Anime. We have locations in Mystic Connecticut and in Pennsylvania. Our corporate offices are located in Niantic, CT.

We are seeking a highly motivated and experienced individual to join our organization as the Director of Retail Operations. As the Director of Retail Operations, you will play a critical role in driving the success of our retail stores. You will have direct oversight and day-to-day management of our shift supervisors for our Mystic retail locations and supervise the store managers for all out-of-state locations.

Responsibilities:

1. Strategic Planning:

- Develop short-term and long-term strategies to optimize store performance and ensure maximum efficiency.

- Analyze market trends, customer behavior, and competition to identify opportunities and implement strategies for growth.

- Collaborate with senior management to establish goals, objectives, and KPIs for the retail division.

- Continuously monitor performance metrics and make data-driven decisions to drive operational improvements.

2. Store Operations Standardization:

- Standardize the Store Operations Manual, ensuring consistency in processes and procedures across all retail locations.

- Work closely with store managers to ensure compliance with established standards and monitor operational performance.

3. Best Practice Establishment:

- Collaborate with corporate counterparts, including visual merchandising, finance, brand management, and purchasing to establish best practices.

4. Workforce and Labor Management:

- Oversee the hiring, onboarding, and training processes for retail team members to ensure a highly skilled and motivated workforce.

- Provide leadership and guidance in labor management, including overseeing the development of work schedules, optimizing staffing levels, and controlling labor costs.

- Manage employee performance evaluations, career development, and succession planning.

- Ensure compliance with company policies and applicable employment laws regarding hiring, firing, and employee relations.

5. Sales Goals Achievement:

- Develop creative and tactical plans to achieve sales goals, considering market conditions, customer preferences, and industry trends.

- Analyze sales data, identify areas for improvement, and implement strategies to increase sales performance.

- Collaborate with store managers and team supervisors to monitor sales metrics, provide guidance, and support sales improvement initiatives.

- Continuously evaluate and adjust sales strategies to drive revenue growth and meet or exceed targets.

6. Policy and Procedure Compliance:

- Ensure store managers and employees adhere to all policies and procedures to maintain operational consistency and uphold brand standards.

- Develop and deliver training and coaching plans to ensure a thorough understanding and consistent implementation of policies and procedures.

- Conduct regular audits and assessments to monitor compliance, identify gaps, and implement corrective actions.

7. Customer Service Enhancement:

- Assist in troubleshooting heightened customer service issues, providing guidance and support to store managers and staff.

- Identify trends in reported customer service issues and suggest enhancements to improve customer satisfaction and loyalty.

- Collaborate with cross-functional teams to implement customer-centric strategies and initiatives.

8. Store Expansion and Development:

- Participate in strategic planning for new store openings and renovations, ensuring smooth transitions and adherence to established guidelines and timelines.

Qualifications:

- Bachelor's degree

- Proven experience in a retail operations management role, preferably overseeing multiple stores.

- Strong knowledge of retail operations, including store management, sales strategies, and customer service.

- Demonstrated ability to develop and implement effective operational strategies and achieve sales targets.

- Experience in standardizing processes and developing best practices.

- Leadership and people management skills, with the ability to inspire and motivate teams.

- Strong analytical and problem-solving abilities, with a data-driven approach.

- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.

- Ability to adapt to a dynamic environment and manage multiple priorities.

- Ability to travel to different store locations as needed.