Director Retail Operations

This is a Full Time Job

The Director of Retail Operations will effectively manage and own all retail metrics in New York, Chicago and warehouse operations in New Jersey. It will also manage ownership of all key stakeholder relationships including but not limited to P&C (People & Culture), TA (Talent Acquisition), Security, Tech, Merchandising, Visual Merchandising, Buying, Design, PR, Marketing, Legal, E-Commerce and Procurement.

In addition, the role will support the Tour and Retail projects teams for any US specific developments. Overall oversight of all Retail, F&B and Entertainment operations inclusive of back of house and inventory management for all East Coast Retail stores (5 Management teams directly managed, 200+ employees indirectly managed).

Your Role Responsibilities...
• Senior oversight of all logistics and warehouse operations responsible for receiving and fulfilling East Coast retail stores, as well as E-Commerce operations at the NJ warehouse.
• Maintain overview of all marketing calendars, special events, tentpole moments and Trade relationships for East Coast Retail operations. Collaborate with the Marketing and Product teams continuously to maximize commercials.
• Overall P&L responsibility of total business of US East Coast, including cost control.
• Support the SVP in working with third parties, maintaining indirect management of all third parties including but not limited to Food & Beverage, paid photo moments, security, cleaning, facilities management, specialized maintenance.
• Responsible for driving East Coast Retail teams to achieve KPIs including:
• Revenue and sales growth
• Conversion in-store
• Average basket value / units per transaction
• Shrinkage (stock loss revenue / value stock loss)
• Staff attrition and retention
• Cash variances
• Google and Trip Advisor reviews
• CSAT and Mystery Shopper reports
• Support Tours & Retail team for oversight of US based visitor attraction development.

In addition to the above, the role has responsibility for ensuring the successful pre-opening and launch of Harry Potter Chicago, supporting the team to deliver full team training, inventory delivery, store merchandising, press and media launch, and overall operations.

Additional Job Duties
• Work with Store Management teams to analyze and interpret commercial data and feedback information on product and finance performance to Merchandising and senior leadership.
• Support with the development of new income streams, business opportunities and projects connected with commercial and retail operations.
• Work with the Marketing & PR teams to develop new social content and other engagement opportunities to help drive engagement.
• Lead and motivate all managers to achieve the highest possible levels of service & sales.
• Overview of recruitment across all locations, ensuring backfills are filled in a timely manner, and reviewing the structure of the team. Take responsibility for recruiting any direct reports, and managing performance, discipline and development of the team.
• Manage and/or authorize purchase orders in accordance with Warner Bros. Discovery policy.
• Lead and monitor all H&S policies and procedures to ensure a safe environment for staff and visitors, including developing an effective reporting system for incidents.

Qualifications & Experience...
• Minimum of 8-10 years of relevant work experience in managing high profile retail or consumer facing attraction.
• 8+ years demonstrated large team management experience.
• Proven track record of driving results and achieving targets.
• Experience of having worked in an environment where high emphasis is placed on service, product, presentation and commercial management.
• POS/Stock management.

Education, Professional Training, Technical Training or Certification
• BA/BS degree preferred.
• Combination of education and related work experience required.

Knowledge/Skills
• Exceptional customer service and communication to all levels of stakeholders.
• Leadership/development of all staff levels.
• Experience in profitably managing a P&L.
• Managerial financial literacy, skills, and experience essential.
• Proactive in constant revenue generating solutions.
• Problem solving and decision-making skills.
• Proficient in MS Office (Word, Excel, Outlook, Power Point).
• Ability to handle tight deadlines, remain detail oriented and have strong organizational skills.
• Ability to make constructive decisions in a moment's notice during and after work hours.

This role will be required to work 40 hours a week including weekend and evenings as required.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skill set, experience, and/or performance. Base pay is just one component of Warner Bros. Discovery's total compensation package for employees. Pay Range: $88,466.00 - $164,294.00 salary per year. Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, Warner Bros. Discovery provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and sick time and vacation.

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