Director of Retail Services

Are you a seasoned retail leader ready to build something extraordinary? Do you thrive in fast-paced environments where strategy meets execution? If so, we want to meet you.

We’re looking for a bold, innovative, and hands-on Director of Retail Services to take charge of our retail operations across the U.S. — from mobile pop-ups and branded activations to multi-state retail programs. You’ll be the strategic driver and operational backbone of our Retail Services pillar, working under the leadership of the VP of Sales and Marketing to ensure performance, compliance, and an exceptional customer experience.

Under the leadership of the Vice President of Sales and Marketing, the Director of Retail Services is responsible for the strategic and operational leadership of the company’s Retail Services pillar. Primary oversight and management of all direct and indirect retail channels, of mobile retail units / pop-ups, and of event retail activations. This role ensures consistent excellence in program training, operations reporting, customer experience, operational efficiency, and full compliance with all applicable laws and regulations.

The Director of Retail Services will drive growth and performance in the retail channel while upholding brand standards and regulatory requirements.

The Director of Retail Services will utilize expert operational experience to develop, document and implement guidelines and initiatives to ensure excellence in our day-to-day Retail operations, providing consistency across our Brand Retail efforts in the US.

This position requires a start-up mindset and experience to build from the ground-up with guidance from senior leadership and our partners. This includes maintaining and adjusting existing SOP’s, knowledge and practices within our current operational landscape and establish strong relationships with our teams in markets to help them enhance performance and drive operational efficiencies.

Duties and Responsibilities:

• Ensure full adherence to all local, state, and federal laws related to sales. Function as the subject matter expert and liaison for regulatory inquiries and audits.
• Oversee vendor relationships, and third-party contractors to ensure quality service and cost efficiency.
• Support budgetary requirements and contribute to the development and implementation of plans and effective management practices to maintain a cost-effective strategy.
• Oversee implementation and execution of partner’s Brand Retail experience strategy ensuring superior customer experience and lead changes in management activities in all markets.
• Operate within partner’s SOP and Retail Operations Guidebook.
• Manage and mentor a team of retail managers and staff.
• Participate in training with our partners on company, brand, and product knowledge.
• Generate weekly reports for all local markets outlining data analytics, KPIs, challenges, and achievements to Vice President of Sales & Marketing and partner representatives.
• Lead with an omni-channel mindset, partner closely with other business segments (Marketing, HR, Logistics, etc.) and ensure connectivity across processes, systems, and procedures.
• Identify opportunities to improve Retail teams and their performance through in-depth analysis, as required. Collects and analyzes data to assess and optimize in-store experience.
• Implements and supports safety and security protocols.
• Collaborate with Brewco Marketing Group Leadership and partner representatives to develop a strategic plan for retail fronts in each market, setting clear goals and establishing a roadmap for its implementation.
• Collaborate with other BMG staff to ensure quality placement of assets, pricing on retail fronts and allocation of necessary resources for program implementation at the retail site level.
• Supports leadership in fostering local relationships and provides networking leads.
• Support partner’s new initiatives and improvements to the retail operational model, collaborating with the wider BMG Management team.
• Support policy and process performance, in all markets, develop feedback procedures and build opportunity; provide retail operations input for relevant toolboxes, aiming to enable a qualitative Customer Experience and efficient ways of working. These will be defined for both existing efforts as well as growth opportunities.
• Review existing operational guidelines and implement additional details to ensure alignment with business needs, the evolution of in-store experiences, and staff/retail location assets.

Skills/Knowledge

• Review existing operational guidelines and implement additional details to ensure alignment with business needs, the evolution of in-store experiences, and staff/retail location assets.
• Relevant state, local, and national regulatory and legal guidelines tangible to tobacco, nicotine, wine, spirits and beer industries.
• Understanding of partner guidelines on the marketing to 21 age target consumers.
• Effective communication techniques
• Appropriate time management principles
• Understanding of logistical operations
• Ability to manage a highly ambiguous environment.
• Ability to deal with high-pressure environments, able to problem-solve and manage conflicts.
• Retail operations experience with proven ability to build relevant store operations frameworks and tools while maintaining a consumer centric mindset.
• 30% of travel is expected.

The essential competencies (or soft skills) a Director of Retail Services must have:

• Leadership and Communication
• Cultural Competence
• Collaboration and Teamwork
• Time Management
• Adaptability and Problem-Solving
• Decision-Making
• Networking
• Relationship Building                       

Preferred Education and Experience:

• Bachelor’s degree in Business, Retail Management, Marketing, or a related field.
• 10-15 years of experience in retail operations, with at least 5 years in a leadership role.
• Proven experience working in restricted product category such as tobacco, nicotine, and/or spirits with a strong knowledge of related compliance and regulatory environments.
• Legally authorized to work in the U.S.