Company Info: Jobs

Job Title: Retail Process Optimization Manager
Reports to: Manager of PRS
Date: June 2014
Location: Ventura, CA
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General Summary:
The Retail Process Optimization Manager is responsible for ensuring smooth and efficient store operations. The primary responsibility of the role is to provide the structure and guidelines to the stores that will enable them to provide the customer a remarkable and consistent experience in store, cross store, and cross channel; improve store efficiency; and protect company assets. The Retail Process Optimization Manager is responsible for identifying, testing and implementing new processes, procedures, and programs that improve the customer experience, improve operational efficiencies, and protect company assets as well as identifying, defining, documenting, creating training tools, and communicating all store policies, processes, and procedures.

Essential Job Functions:

Idea generation and testing
o Develop and manage program to promote the generation of new ideas directly from our store employees on how to improve the customer experience and improve operational efficiencies.
o Develop and manage program to directly contact store customers for feedback on their store experience and areas that we are not currently able to service them or meet their expectations.
o Select viable ideas and either implement in all stores, or test in selected stores to prove out viability and fiscal impact of the concept.
o Work with the Retail Analytics Manager to develop criteria of success and key measures to evaluate the success and viability of the test ideas.
o Keep abreast of best practices and industry trends related to areas of responsibility and network internally and externally.

Policy and Procedure
o Develop, write, and maintain policy and procedure manuals for both the US and Canada in an electronic form to be available in both a printed format and through an online searchable tool.
o Develop, write, and maintain the PRS and store business continuity plans, updating as needed and communicating the plan and/or changes to the plan to all relevant parties.
o Coordinate with eCommerce/Mail Order to ensure consistency amongst customer service related policies.
o Work with Retail Projects Manager to identify retail store policy and procedural changes necessitated by new project implementations, and define, document, and communicate the new policy/procedures.
o For all new company initiatives including new product launches and marketing pushes, identify, define, document, and communicate relevant processes, procedures, and policies to the stores and business partners as necessary.
o Interface with the Director of CRM and Omnichannel Strategy in working towards a seamless Omni-channel solution, representing retail’s capabilities and defining, documenting, and communicating policy and procedures related to new Omni-channel processes.
o Act as resource to the stores on all POS and store policy/procedure questions.
o Act as resource to the stores to process event ticket sales through the POS.
o Define and communicate procedure for managing out of the ordinary sale and promotional activity including but not limited to offsite sale events and other promotional activity/events ensuring a sound process is in place to handle transactions, inventory, and accounting; support the Retail Marketer in these events by communicating the operational procedures for processing transaction, inventory, and tracking to the stores and by proofing the fine print for promotional materials.
o Standardize store logs/forms and maintain those logs/forms including but not limited to: Send Sale Form, Inventory Transfer Log, Shipping Log, Repair Log, Return/Exchange Forms for mail orders, etc..

Training
o Partner with the Regional, Divisional, and Store Managers to identify operational training needs and develop training tools related to store operations.

New store openings / store closures
o Support new store opening/closing process as needed.

Coordination and Communication
o Lead and schedule meeting to coordinate the bi-annual Inline/Web sale events, corresponding Outlet sale events, DM, and store flip, coordinating and distributing the Sale manifesto before each major sale event.
o Coordinate and communicate seasonal work wear and any other product offerings to employees.
o Develop and manage a shared retail calendar coordinating with the stores, visual merchandising, marketing, PRS, IT, and the planning and allocation group to detail key events effecting the stores.
o Manage the content on the Retail Intranet page.
o Update the tax list, communicate all temporary and permanent tax changes to the stores, and communicate changes to IT to ensure POS reflects the appropriate taxes on a timely basis.

Physical Requirements:
o Must be able to sit for extended periods of time.
o Ability to look at a computer screen for extended periods of time.
o Ability to maintain a composed and professional demeanor within a flexible work environment.
o Able to travel domestically and internationally utilizing various transportation methods.

Minimum Job Qualifications:
o Minimum 7 years of experience in retail sales or operations in a management capacity.
o Strong business acumen and thorough knowledge of retail operations, policy, and procedures.
o Must have or obtain a solid understanding of cross functional roles that support retail and their processes.
o An inquisitive mind – not satisfied with the status quo and willing to re-invent and improve processes.
o Demonstrates initiative, is conscientious and provides complete follow-through on areas of responsibility.
o Fiscally responsible and exercises good judgment to make sound, informed business decisions.
o Excellent written and oral communication, and interpersonal skills.
o Effective organizational, prioritization, and time management skills.
o Ability to work closely with business partners to effectively execute strategic projects, solve business problems, and improve processes.
o Communicate regularly with stores. Regard them as customers and present a professional, solution-oriented approach.
o Must have or obtain a working knowledge of the functionality of all systems that support Retail and a general understanding of the flow of information and dependencies between the systems to include Island Pacific, Xstore, Store21, Locate, AX, COGNOS, OSI, Kronos, BMI Traffic Counters, and UPS Worldship.
o Excellent computer skills with experience in the use of such programs as Word, Excel, Outlook, and Powerpoint.
o Comfortable with team-based work structure; ability to demonstrate flexibility on the job.

Employee Conduct:
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers and vendors.