Director of Retail and Franchise Operations

Description

Job Summary:

The Director of Retail & Franchise Operations in Hobby Retail is responsible for overseeing the performance, operational standards, and growth of both corporate-owned and franchised locations. This role ensures that stores deliver engaging, knowledgeable, and customer-focused experiences while maintaining profitability and brand integrity. The position requires expertise in franchise relations, multi-unit retail operations, and unified commerce.

Key Responsibilities:

Franchise & Corporate Store Management:

• Develop and implement operational strategies for both franchise and corporate retail locations to drive efficiency and profitability.
• Create and manage a team to liaise with franchisees. 
• Oversee store performance, providing strategic guidance and support to franchisees and corporate store managers.
• Ensure all locations adhere to company policies, franchise agreements, and industry best practices. 
• Build a growth plan to identify and evaluate new markets to expand into

Operational Excellence & Customer Experience:

• Establish key performance indicators (KPIs) and operational benchmarks to track store success.
• Develop and implement brand guidelines and strategies to optimize store layouts, fixtures, inventory selection, and merchandising to enhance the shopping experience. 
• Develop and execute process improvements to enhance store efficiency, inventory management, and workforce productivity.
• Implement training programs for store employees and franchisees to improve product knowledge, customer engagement, and sales techniques.
• Work with marketing teams to ensure effective promotions, events, and customer engagement initiatives (e.g., in-store demos, competitions, loyalty programs).

Financial & Sales Performance:

• Develop and oversee operational budgets, ensuring financial targets are met or exceeded.
• Identify areas for cost optimization while maintaining product availability and service quality.
• Provide strategic insights to improve sales, customer retention, and overall store profitability.
• P&L accountability for retail division 

Team Leadership & Development:

• Lead, mentor, and support a team of regional managers, store leaders, and franchise operators.
• Foster a culture of enthusiasm, expertise, and innovation in the hobby retail space.
• Conduct regular training sessions and leadership development programs to enhance team performance.

Requirements

Qualifications & Experience:

• Bachelor’s degree in Business Administration, Retail Management, or a related field (MBA preferred).
• 7 years of experience in multi-unit retail operations, franchise management, or hobby retail leadership.
• Experience with franchise agreements, store operations, and financial performance management.
• Proven ability to drive revenue growth and implement operational efficiencies.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in retail POS systems, CRM tools, and reporting software.

Preferred Skills:

• Experience working in hobby-specific retail chains or franchise models.
• Understanding of the customer base, community engagement strategies, and event-driven sales approaches in hobby retail.
• Willingness to travel frequently to franchise and corporate locations.
• Strong knowledge of hobby products, including RC vehicles, model kits, board games, tabletop gaming, or other specialty hobby merchandise a plus but not required.