Job Summary:

The Head of Retail Operations oversees all retail operations in the greater LA area while implementing policies, procedures and practices to increase overall effectiveness. This role will be responsible for creating and implementing financial objectives that maximize long-term store performance through labor efficiency and execution excellence. As Director, the primary task includes managing and overseeing operations in order to increase sales, maximize profits, manage store performance, lead teams, and improve overall customer satisfaction. The Director of Operations will collaborate with store managers to implement strategies that meet company goals and objectives while fostering a positive work environment. This role will use their influence to set the tone for operational excellence for the retail organization.

Key Responsibilities:

Leadership & Team Management:

• Lead and mentor store managers and staff by providing guidance and support to optimize performance and employee satisfaction.
• Conduct regular store visits to assess performance and offer constructive feedback.
• Implement employee training programs and ensure ongoing development for store teams.
• Motivate and inspire staff to meet sales targets and enhance customer satisfaction.
• Promote a culture of teamwork, accountability, and excellence.
• Informs management team of sales trends, merchandising procedures, and marketing strategies.

Sales & Revenue Growth:

• Develop and implement strategic plans to meet sales targets, reduce costs, and maximize profitability.
• Drive sales performance across all stores in the region by setting and achieving regional sales goals.
• Analyze sales reports and key performance indicators (KPIs) to identify trends and opportunities for improvement.
• Develop and implement strategies to increase foot traffic, enhance product offerings, and boost overall store performance.
• Manage retail budget, control costs, and optimize profitability for each store.

Operational Excellence:

• Review current retail processes, identifying areas of improvement and evolving the vision.
• Oversee the implementation of company policies, procedures, and standards across all stores in the region.
• Responsible for buying, maintaining inventory, and analyzing inventory sales.
• Ensure adequate stock of inventory ordered and on hand to meet high visitation demands. Responsible for all facets of inventory management: purchasing, receiving, and distribution to all retail locations and all staff related to inventory management.
• Responsible for the retail operating model, driving retail operations excellence and standards across all markets.
• Ensure inventory management practices are followed to maintain optimal stock levels and reduce shrinkage.
• Manage store compliance with health, safety, and labor laws in accordance with company guidelines.
• Implement and maintain high standards for store visual merchandising and presentation.
• Establishes and maintains positive partner and vendor relationships.
• Assists in implementation of the Marketing plan through publication of social media posts and printed marketing materials.

Customer Experience:

• Monitor customer service levels and ensure consistent, exceptional service across all stores.
• Address customer concerns and resolve issues promptly to maintain a positive brand reputation.
• Collect customer feedback and work with store managers to implement improvements.
• Analyze sales data, market trends, and customer feedback to make informed decisions, improve operations, and drive business growth.

Performance Management:

• Evaluate store performance regularly and provide performance reviews for store managers.
• Identify areas for improvement and implement corrective actions where necessary.
• Conduct regular meetings with store managers to review performance, discuss challenges, and share best practices.
• Oversees all outlet operations when a full time manager is not on staff, up to and including opening/closing, stocking, operating cash register, and any other required duties.

Reporting & Analysis:

• Prepare and present regular reports on retail store performance, sales trends, and key metrics to senior leadership.
• Use data analysis to inform decision-making and optimize regional operations.
• Monitor competitor activities and market trends to ensure the company remains competitive.

Qualifications:

Education:

• Bachelor’s degree in Business Administration, Retail Management, or a related field (preferred).
• Relevant certifications or continuing education in retail management (a plus).

Experience:

• Minimum of 5 years of retail management experience, with at least 2 years in a multi-store or regional management role.
• Proven track record of driving sales, improving operational efficiency, and managing large teams.

Skills & Abilities:

• Strong understanding of sales strategies, inventory management, METRC compliance, SOP development, and training
• Strong leadership and interpersonal skills with the ability to inspire and develop teams.
• Effective communication is essential for this role, as the candidate will be interacting with multiple stakeholders, including store staff, senior management, suppliers, and customers.
• Excellent problem-solving, organizational, and decision-making abilities.
• Strong understanding of retail KPIs, sales performance metrics, and financial management.
• Ability to analyze and interpret data to drive business decisions.
• High level of adaptability and resilience in a fast-paced retail environment.
• Excellent communication skills, both verbal and written.
• Proficient in Microsoft Office Suite and retail management software.

Other Requirements:

• Ability to travel within the assigned region as needed.
• Flexible schedule to accommodate evening, weekend, and holiday hours when required.
• Strong customer focus and commitment to delivering excellent service.

Physical Demands:

• Ability to walk, stand, and occasionally lift up to 40 pounds.
• Frequent travel between retail locations, with the possibility of overnight stays.

Work Environment:

• Primarily works in a retail setting, with occasional office work.
• Regular exposure to changing weather and noise levels in stores.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job- related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.