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.

Job Will Remain Open Until Filled 

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.

Supervisory Responsibilities

Direct Reports

Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

May delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel and/or Driving Requirements

Travel and Driving are essential duties and function of this job 

Travel up to Up to 80%

Minimum Qualifications

Education Level: (Required) Associates Degree or equivalent experience

Field of Study/Area of Experience:  Marketing or Business Management

4-6 years of retail experience with associate management

Skills, Knowledge and Abilities

Strong ability to manage customer expectations and maintain positive customer relationships.
Excellent written and verbal communication; skilled in coaching, mentoring, and delivering clear guidance.
Proficient in supervising, delegating, training, and evaluating team performance. Strong interpersonal skills for mentoring and support.
Ability to visualize goals, plan strategically, and make sound decisions under pressure.
Highly organized, able to multitask, prioritize effectively, and meet deadlines with minimal supervision.
Advanced skills in Microsoft Office, HRIS, payroll/timekeeping systems, and performance tracking tools.
Experienced in managing certifications, audits, and compliance requirements.
Strong analytical ability to evaluate data, solve problems, and support operational decisions.

Environmental & Physical Requirements

Field / Administrative Requirements

Incumbent must be able to perform the essential functions of the job. Work may be performed in an office, field, retail store, or warehouse environment. Typically requires the ability to spend 66%+ hours each work day doing the following activities:  engage in considerable physical activity, ability to lift and/or push up to 50 pounds, stand on feet for long periods of time, use products or cook food as appropriate for the demonstration, and may be required to work in extremely cold conditions (i.e. refrigerated and freezer sections). Also required to travel and drive.  The use of proper safety practices when handling the products and/or cooking is essential.

Additional Information Regarding The Company Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one’s supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law.  The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by law.