Director, Retail Operations

$175,000 - $225,000/Yr

New Era Cap - New York, NY

Full-time - Senior

New York, NY

Merchant Wholesalers, Nondurable Goods

About the position

The Director of Retail Operations at New Era Cap plays a crucial role in leading and overseeing direct-to-consumer retail locations across North America. This position is particularly significant as it involves managing the largest retail location in North America, a new flagship store in New York City's Soho district. The Director will be responsible for delivering world-class customer experiences and building loyal client relationships. This role requires collaboration across various departments to create an exceptional branded experience for customers, ensuring that the in-store experience aligns with New Era Cap's brand identity and values. A successful candidate will be tasked with devising and executing strategies aimed at boosting sales, optimizing retail performance, and enhancing customer satisfaction. This includes conducting thorough market trend analyses to predict sales, plan inventory levels, and introduce innovative retail solutions. The Director will also work closely with merchandising, marketing, and operations teams to ensure that all aspects of the retail experience reflect the brand's ethos. The position offers an exciting opportunity to make a significant impact on the brand's success in the retail sector, solidifying New Era Cap's position as a premium direct-to-consumer retailer. In addition to overseeing day-to-day operations, the Director will develop and implement standard operating procedures, best practices, and policies for store operations, merchandising, inventory management, and customer service. This role also involves recruiting, leading, coaching, and developing a team of associates across multiple functions, fostering a positive work environment, and enhancing the in-store experience to ensure customer satisfaction and loyalty. The Director will be a key brand ambassador, fostering relationships with partners, vendors, and the community, and will be expected to stay abreast of retail trends and technologies to innovate and improve the retail experience.

Responsibilities

• Develop and implement a comprehensive retail strategy that aligns with New Era Cap's brand identity and business objectives.
• Work cross-functionally throughout the organization to position the North American retail presence and amplify New Era's brand voice.
• Oversee the day-to-day operations of New Era Cap's direct-to-consumer retail channel, ensuring efficient and effective store operations within budget.
• Develop and implement standard operating procedures, best practices, and policies for store operations, merchandising, inventory management, and customer service.
• Drive sales growth and profitability by setting and monitoring sales targets, market trends, consumer behaviors, budgets, and KPIs.
• Recruit, lead, coach, and develop a team of associates across multiple functions, fostering a positive work environment.
• Enhance the in-store experience to ensure customer satisfaction and loyalty, including merchandising layout and design.
• Identify opportunities for market expansion, assessing potential risks and rewards of new store locations and formats.
• Ensure compliance with health & safety, legal, and ethical regulations; manage risks related to inventory loss and security.
• Collaborate with marketing to support brand campaigns and initiatives, and execute high-impact store events.

Requirements

• 10+ years of proven retail operations experience leading a team and a branded retail presence is required.
• Bachelor's degree in a related field; experience in lieu of degree considered.
• Strong analytical skills to develop and monitor KPI performance.
• Exceptional communication skills: verbal, written, interpersonal, and cross-functional.
• Proven people leadership skills with a reputation for leading highly engaged and productive teams.

Nice-to-haves

• Experience in a high-traffic retail environment.
• Familiarity with e-commerce and digital marketing strategies.
• Knowledge of visual merchandising best practices.

Benefits

• Competitive salary range of $175,000 - $225,000 plus bonus and benefits.
• Opportunities for professional development and career growth.
• Inclusive workplace culture with a commitment to diversity and equal opportunity.