Retail Operations Manager ACX

• Provide oversight of all field events, ensuring they are executed with precision, align with customer expectations, and meet company standards for quality and efficiency.
• Translate customer strategies into actionable field plans and communicate objectives clearly to ensure alignment and accountability at all levels.
• Monitor and evaluate operational performance through in-field visits, audits, and reporting to identify gaps, implement corrective actions, and scale best practices.
• Resolve real-time execution issues, including staffing gaps, equipment shortages, or vendor challenges, to ensure uninterrupted event success.
• Responsible for all customer event execution, ensuring proper staffing, and training. Monitor event quality and resolve operational challenges to optimize outcomes and enhance shopper engagement.
• Lead, coach, and mentor a team of Field Engagement trainers and Event Specialist; conduct regular performance reviews and guide development plans.
• Identify and develop high-potential team members, ensuring a robust pipeline for internal growth and succession planning.
• Foster a culture of accountability, inclusion, and continuous improvement across the field team.

• Act as a primary point of contact for customer leadership at the market and store level, maintaining professional relationships that support program success.
• Collaborate with customer leadership to refine execution strategy, support new product launches, and represent field insights in business reviews.
• Address real-time field execution issues such as staffing gaps or equipment concerns to ensure program continuity.

• Own and manage the market budget, including labor, travel, equipment, and staffing costs. Ensure alignment with profitability goals and cost-control strategies.
• Review P&L statements with Director of Field Operations to ensure financial decisions and spending are in line without compromising program quality.
• Maintain accountability for field assets including demo carts, supplies, and handwashing stations.
• Enforce cost-containment strategies including resource reallocation, safe work practices to reduce workers’ compensation claims, and field productivity metrics.

• Ensure field teams comply with company policies, safety protocols, and legal standards.
• Identify potential risks related to team performance or operational execution and take proactive steps to mitigate them across market.
• Partner with safety and compliance teams to support field-level training and issue resolution.

• Leverage internal systems to monitor and audit performance, manage certifications, and analyze operational data across banners.
• Train Field Engagement Trainers on technology tools and advocate for improvements that enhance efficiency and accuracy.
• Use data and insights to inform decisions, refine processes, and communicate performance trends to leadership.

• Conduct interviews and support hiring processes in partnership with Talent Acquisition.
• Partner with the scheduling team to secure coverage for events and special programs, ensuring the field is prepared and stakeholders are informed in a timely manner.
• Develop store-specific tools and processes to enable consistent execution across different banners.

• Partner cross-functionally with Marketing, Client Services, HR, Training, and Operations Leaders to align initiatives and improve program delivery.
• Facilitate regular calls with leadership to review priorities, address concerns, and share insights.
• Establish feedback channels for field team members, using input to enhance operations and team engagement.

• Actively mediate and resolve conflicts or issues arising between field staff and/or customer leadership in all banners.
• High level communication and problem-solving skills to maintain an efficient and inclusive work environment.

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