Retail Operations Manager ACX

Minimum: USD $67,200.00/Yr.

Maximum: USD $84,000.00/Yr.

Market Type: Hybrid

Retail Operations Manager ACX

The Retail Operations Manager is a strategic leader responsible for end-to-end field execution across multiple retail banners, ensuring high-quality, consistent performance that aligns with customer objectives. This role blends operational management, team leadership, and cross-functional collaboration to deliver impactful in-store programs. Key responsibilities include developing and guiding field teams, optimizing processes, maintaining strong customer partnerships, and managing budgets to drive efficiency and executional excellence in a market of approximately 100 stores. Success in this role requires a balance of strategic thinking, hands-on leadership, and a commitment to continuous improvement.

The Company is one of North America's leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Essential Job Duties and Responsibilities

Field Leadership & Execution

• 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.

Retailer Partnership

• 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.

Budget & Resource Management

• 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.

Compliance, Safety & Risk Management

• 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.

Technology & Reporting

• 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.

Administrative & Operational Support

• 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.

Collaboration & Communication

• 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.

Conflict Resolution

• 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.

Job Will Remain Open Until Filled