Retail Operations Manager

Job Description: The Retail Operations Manager ensures the operational efficiency in all retail shops. This leadership role collaborates with the sales management team and provides support in facility, inventory management, customer service, and SOP compliance. This role will be a resource and will ensure operational and brand excellence. The Retail Operations Manager will lead by example and will ensure that the team offers the best possible optical experience to customers and patients by dispensing warmth, courtesy, and expertise. This role will operate as the “eyes and ears” of the brand and will bridge communication between shops and support departments. Essential Duties and Job Responsibilities: Project Management · Provide support to the architect with new shop opening buildouts · Communicate with general contractor and 3rd party vendor on status of project and timelines · Update retail management team regarding turn over dates · Complete ad-hoc requests as needed Policy & Procedures: · Responsible for the maintenance of the Retail Operations Manual (SOPs). Implement and train retail teams on updated procedures. · Collaborate with support departments on audits – shipping, inventory, and transfers. · Enforce compliance of all company policies and procedures in Shops · Audit financial reporting (i.e. Daily Closeout reports, Discounts, Tender reconciliation, Cash Deposits) Inventory Management · Oversee bi-annual physical inventory and scheduled cycle counts. Coordinate schedule with finance and manage preparation and execution of counts. · Partner with Global Operations Team on model stock assortment replenishments and updates POS Management · Partner with Director of Retail NA on ECP Pricebook updates. Updates include creation of new items, confirmation of SAP code, and price updates for both US and Canadian Shops. · Assist with all communication updates in ECP templates – i.e, invoice and customer notifications. · Review and audit tickets for surface and finishing labs. Ensure that Promise Dates are in line with service levels. Ensure that shops are processing correctly and updating all required fields. Maintenance: · Manage maintenance 3rd party vendors and Porters · Partner with Director of Retail on all facility projects and ensure shop repairs are addressed immediately. · Ensure display areas are clean and merchandised as per the company directive. · Support the set-up of new shops and locations for Retail NA Customer Service: · Trouble-shoot when necessary all-optical issues and customer service defects. Consult with the lead optician, Director of Retail, or CEO when necessary, regarding specific hard to solve customer/patient issues. · Respond to customer concerns and complaints. Human Resource · Ensures all departments (Sales, Eyecare, Lab, Customer Service) are working together to deliver the MOSCOT MX internally and externally. · Motivate staff to provide the best-in-class service and memorable experience to all Shop visitors. Requirements: · Proficient in Microsoft applications (Excel, Outlook, PowerPoint, and Word) · Retail experience · Travel required. · Hybrid role – office & field depending on projects. Job Type: Full-time Pay: From $85,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Flexible schedule Paid time off Retirement plan Shift: 8 hour shift Experience: Customer service: 1 year (Preferred) Ability to Commute: Farmingdale, NY 11735 (Required) Work Location: In person