The Director of Retail Operations at New Era Cap holds immense importance as it involves leading and overseeing direct-to-consumer retail locations (North America) and leading the teams responsible for delivering world-class experiences while building loyal client relationships. With the opening of a new flagship in New York City (Soho) is a unique opportunity to lead our largest square footage retail location in North America.
This position will collaborate across various departments to create an exceptional branded experience for our customers. A successful candidate will devise and execute strategies to boost sales, optimize retail performance, and elevate customer satisfaction. Working closely with the merchandising, marketing, and operations teams, the individual will ensure that the in-store experience perfectly reflects New Era Cap's brand identity and values. Moreover, the Director of Retail Operations will conduct thorough market trend analyses to predict sales, plan inventory levels, and introduce innovative retail solutions. The Director will solidify New Era Cap's position as a premium direct-to-consumer retailer by cultivating a distinctive shopping environment. This role offers an exciting opportunity to make a significant impact and drive the brand's success in the retail sphere.
This position will be based out of NYC and will require semi-frequent travel to Buffalo, NY (New Era Global Headquarters).
Responsibilities
- Develop and implement a comprehensive retail strategy that aligns with New Era Cap's brand identity, business objectives, and short-term and long-term goals for retail.
- Work cross-functionally throughout the organization to position the North American retail presence in creating and amplifying New Era’s brand voice. This includes aligning product offerings and merchandising efforts with e-commerce launches, hot markets, seasonal programs, collaborations, increasing apparel programs, and new initiatives.
- Oversee the day-to-day operations of New Era Cap's direct-to-consumer retail channel, ensuring stores operate efficiently, effectively, and within budget. This includes inventory management, logistics, customer and employee experience, visual standards, and loss prevention.
- Develop and implement standard operating procedures, best practices, and policies for store operations, merchandising, inventory management, loss prevention, and customer service.
- Ensure all necessary brand standards and operational policies and procedures are created and followed.
- Drive sales growth and profitability by setting and monitoring sales targets, market trends, consumer behaviors, budgets, and KPIs and ensuring alignment with the company's objectives and strategies.
- Recruit, lead, coach, and develop a team of associates across multiple functions (store managers and front- and back-of-house employees).
- Foster a positive, productive work environment and develop talent within the team.
- Enhance the in-store experience to ensure customer satisfaction and loyalty. This might include merchandising layout and design, customer service policies, and in-store events.
- Work closely with the merchandising team to ensure product assortments and visual merchandising strategies align with brand standards and appeal to target customers.
- Identify opportunities for market expansion, including new store locations and formats. Assessing potential risks and rewards of expansion initiatives.
- Ensure compliance with all health & safety, legal, and ethical regulations and requirements; manage risks related to inventory loss, security, and health and safety.
- As a key brand ambassador for New Era Cap, foster relationships with partners, vendors, and the community. Collaborate with marketing to support brand campaigns and initiatives.
- Conceptualize, organize and execute high-impact store hype events that amplify brand visibility, drive foot traffic, and enhance customer engagement.
- Stay abreast of retail trends and technologies to innovate and improve the retail experience. Implement initiatives that enhance efficiency, customer engagement, and sales with a keen focus on enhancing the customer experience and differentiating the brand from competitors.
- Other duties as assigned.
- Keep sensitive matters confidential.
Knowledge, Skills, and Abilities
- Strategic thinker with a keen sense of market dynamics and consumer preferences, aiming to deliver exceptional results and enhance the brand’s retail presence.
- Ability to work effectively with the larger New Era team in utilizing our retail presence to tell brand stories. This is done by being highly collaborative and partnering with many commercial and operational areas of the business.
- Exceptional communication skills: verbal, written, interpersonal, and cross-functional.
- Possess strong analytical skills to develop and monitor KPI performance.
- With a keen sense of focus on the customer experience, this role will lead the retail team in developing and executing a complete New Era branded experience.
- Proven people leadership skills, with a reputation of working with and leading highly engaged and productive teams.
- The skills to collaborate strategically with cross-functional partners and manage multiple stakeholders within and outside of the region in pursuit of shared business outcomes.
- A dedication to quality and investing in results and new business opportunities that add value.
- A deep understanding and commitment to the industry in which we operate and a commitment to learn, apply, champion, and enrich New Era's Values.
- A great sense of style, representing New Era’s brand, aesthetic, and style fundamentals while setting trends and influencing culture.
Education and Experience
- 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.
Travel Requirement
- 25% domestically, specifically to Buffalo, NY (New Era Global Headquarters)
New Era Cap, LLC is an Affirmative Action and Equal Opportunity Employer that believes in inclusion and does not discriminate against any candidate or employee on the basis of race, color, sex, age, religion, national origin, sexual orientation, gender identity, disability, veteran status, genetics, or any other basis protected by applicable local, state or federal laws.
The salary range for this posted position is $175,000 - $225,000 (plus bonus & benefits) and pertains to candidates located in New York City. Actual compensation is determined by a wide array of factors including but not limited to skill set, education, essential job duties and requirements, and necessary experience.
