Job Details

Position Summary

The Director of Retail Operations is responsible for defining and implementing the purchasing and marketing policy for the business. In collaboration with the Board of Directors, this role develops, negotiates, and designs tactics to execute the company's marketing and operational strategies. The Director will lead all aspects of the Retail channel of trade including Licensee/Franchisee, overseeing daily retail brand and store presentation, program implementation, operational execution, customer experience, and Licensee/Franchisee relations. This leader will build and lead a first-class, high-customer-service organization and create the operational culture necessary to distinguish a vibrant and growing convenience store brand.

Essential Functions

Procurement & Vendor Management

• Establish strong relationships with vendors; facilitate communication and ensure production and delivery targets are met.
• Drive standardization of processes, transaction methods, supplier selection, data collection, negotiation, performance improvement, cost reduction, and communication strategies.
• Lead negotiation efforts on purchase agreements and vendor contracts with a focus on quality, delivery, cost containment, and process improvement.
• Develop and maintain a systematic, analytical, and results-based method for monitoring supplier performance; communicate results to suppliers and end users.
• Lead evaluation of suppliers; develop scorecards and analyze vendor performance to reduce vendor risk.
• Monitor vendor agreements for compliance and provide timely corrective action guidance where necessary.
• Evaluate and report on the performance of vendors and member locations while developing partnerships to achieve GHRA goals.

Retail Operations & Member Services

• Supervise and direct member services personnel to ensure GHRA stores execute promotions and merchandising strategies.
• Consult with GHRA member store managers and store owners to identify needs and assist in providing solutions.
• Serve as a conduit for information between GHRA Management and member stores.
• Integrate policies and procedures regarding procurement and marketing of all retail-associated programming to maximize store sales and profits.
• Participate in new and existing product planning processes to assure timely product launches and field requirements.
• Develop operational guidelines, standards, and effective processes for onboarding new licensees and franchisees to the store network.
• Oversee licensing and ensure compliance with all applicable regulations.

Strategy & Growth

• Collaborate with the Board of Directors to develop marketing and operational strategies.
• Create and execute growth strategies with senior management to optimize company growth.
• Generate new ideas and identify initiatives that recognize and satisfy consumer needs.
• Recommend timelines and resources needed to achieve strategic goals.
• Develop and manage operational KPIs; measure effectiveness and drive performance growth.
• Demonstrate ability to interpret economic conditions and anticipate the impact on the organization.

Marketing & Communications

• Develop marketing tactics that support strategy implementation in partnership with the Board of Directors.

Leadership & People Management

• Build and lead a first-class, high-customer-service organization.
• Manage customer service standards and ensure customer retention.
• Train, mentor, and develop team members; foster a culture of excellence and continuous improvement.
• Ensure expertise and effectiveness across all operating platforms.
• Report on operational progress to senior leadership and the Board of Directors.
• Other duties as assigned.

Experience & Skills

• 15+ years of experience in Category Management, Marketing Management, Retail Operations
• 5+ years of experience working directly with a Board of Directors is preferred.
• Strong retail and prepared food and beverage experience; gasoline/convenience store industry experience preferred.
• Knowledge of principles of management and administration.
• Practiced in human development and change management principles.
• Ability to understand and interpret federal laws and regulations regarding business operations.
• Strong organizational, problem-solving, and analytical skills; ability to manage priorities and workflow.
• Proven leadership and business acumen with the ability to supervise and motivate subordinates.
• Thorough understanding of retailer trade math and financial management.
• Project management experience with demonstrated ability to manage complex, cross-functional initiatives.
• Proficiency in computer skills, including IT hardware and software management.
• Demonstrated ability to work with all levels of management with versatility and enthusiasm in a fast-changing environment.

Educational Requirements

• Bachelor of Arts degree or equivalent work experience required.
• MBA preferred.

Core Competencies

• Analytical — Synthesizes complex information; uses data and experience to design effective workflows and procedures.
• Problem Solving — Identifies and resolves issues in a timely manner; develops alternative solutions; applies reason in both logical and emotional situations.
• Communication — Speaks and writes clearly and persuasively; demonstrates strong group presentation skills; communicates effectively at all organizational levels.
• Teamwork — Balances individual and team responsibilities; builds morale; supports collective goals; fosters a positive, collaborative team spirit.
• Visionary Leadership — Displays passion and optimism; inspires trust and respect; mobilizes others toward shared goals.
• People Management — Includes staff in planning and decision-making; provides regular performance feedback; develops subordinates and encourages growth.
• Business Acumen — Understands the business implications of decisions; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Ethics — Treats people with respect; works with integrity; upholds organizational values and inspires the trust of others.
• Quality Management — Continuously looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Cost Consciousness — Works within approved budget; develops cost-saving measures; conserves organizational resources.