RESPONSIBILITIES:

• Conduct regular audits at retail counters to assess compliance with company policies, procedures, and best practices related to customer experience and operational efficiency. Work with various teams to ensure customer experience is standard across all client stores.
• Evaluate the performance of retail counter staff, including their interaction with customers, adherence to protocols, and attention to detail.
• Identify any gaps or deviations from established standards and provide constructive feedback and recommendations for improvement to retail counter managers and staff.
• Assess the physical layout, organization, and cleanliness of retail counters and related processing areas to ensure they meet client's standards.
• Review and analyze documentation, records, and data related to retail counter operations, such as transaction logs, training compliance, dwell records, and SOPs/ PMVs.
• Prepare detailed audit reports, documenting findings, recommendations, and areas for improvement, and present them to relevant stakeholders.
• Collaborate with retail counter managers and other teams to develop and implement corrective action plans.
• Stay up-to-date with industry trends, regulations, and best practices related to retail operations and customer experience
• May also be required to evaluate adjacent areas and processes that could potentially influence the overall customer experience and operational efficiency. This includes, but is not limited to, assessing storage areas, evaluating handover mechanisms between various departments or functions, identifying gaps in logistics operations, and examining other related aspects that may have an impact on the end-to-end retail experience.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in a relevant field such as Business Administration, Retail Management, or Operations Management.
• 1-2 years of experience in Retail environment - retail operations, operations management, customer service, or auditing roles.
• Professional certification in auditing, quality management, or a related field e.g., Certified Quality Auditor (CQA), Certified Retail Operations Professional (CROP) .
• Experience conducting audits or assessments in a retail environment.
• Knowledge of relevant industry regulations and compliance requirements.
• Familiarity with continuous improvement methodologies such as Lean Six Sigma.
• Strong analytical, problem-solving, and communication skills.
• Proficiency in Microsoft Excel and Office Suite.
• Valid driver's license with a clean driving record
• Willingness to travel frequently (70% of the time) to different retail locations across the United States.

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.