POSITION:       Director Retail Service Operations        

REPORTS  TO:              VP Retail Operations/Field Service/SCM

This Director level role ensures that our Retail Partners as well as our internal teams including Field Service, Merchandising, Sales, Distribution, Supply Chain and Finance receive the highest quality of Customer service by integrating and implementing process controls with the Retail Operations Managers and Account teams.

JOB RESPONSIBILITIES

OPERATIONAL

• Ensure operational execution of programs and new business
• Identify, design and implement improved Retail Operation Policies and Procedures
• Manage the Cost Center Budgets and Plans
• Manage the fixture budgets for FGX and develop a method to easily track plan vs. actuals by account
• Work with Merchandising and Field Service to effectively communicate and plan all projects including rollouts, resets, markdowns, etc.
• Improve flow of information, communication and working relationship with the Distribution Center
• Review Open Order Report daily to ensure orders are shipping as scheduled.  Investigate and resolve any issues.
• Ensure ongoing procedures are in place for follow-up on all shipments
• Create a process for follow-up on New Store/New Program rollouts w/ Retail Operation Managers
• Work with Planning and DC on Product availability issues
• Partner with Supply Chain to obtain lowest pricing for Field materials, signs, graphics etc.
• Create a fulfillment system for the field service organization for fixture and graphic components
• Work with Field Service staff to create a databank of all store fixtures and plan-o-grams

ADMINISTRATIVE 

• Help Retail Operations Managers, Account Managers and staff resolve issues promptly
• Ensure Retail Operation area is adequately staffed for phone coverage at all times
• Monitor reorder and distrobution shipments in regards to on time shipping and fill percentages
• Create and maintain a calendar of programs and rollouts to share with Field Service and Distribution departments

MANAGERIAL

• Responsible for the effective management of Retail Operations Managers, Account Managers and the support team members
• Responsible for hiring, training and motivating team members
• Develop a training program for team members on Movex, Excel and all other applications
• Set standards of performance for each manager and team member
• Create an atmosphere of partnership and cooperation through leadership excellence
• Create job descriptions and salary guidelines for all Retail Ops positions
• Create a career developmental plan within the Retail Ops department 

All other duties as deemed necessary

QUALIFICATIONS:

• Minimum of 15 years work experience in the retail / wholesale sector.  Demonstrated management experience essential.
• Bachelors degree from accredited school
• Ability to thrive in a fast-paced environment.
• Strong oral and written communication skills.
• Strong problem-solving skills and experience developing processes and procedures.

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