Senior Manager, Retail Operations

Overview

Glossier is a digital-first beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.

Glossier is looking for a collaborative, strategic, and customer-oriented Senior Manager of Retail Operations to support and scale Glossier's retail channels prioritizing customer experience. This role will work cross-functionally to design and implement end-to-end business processes to support Glossier's retail experiences, support Retail store openings and work closely with key Retail stakeholders. This individual should be a nimble and experienced operator with an ability to simplify complex processes and prioritize work strategically with a customer-first mindset. Reporting to our Sr. Director of Retail Operations, this role will collaborate closely with retail, operations, technology, and creative teams across the business.

Six Month Expectations

• Gain deep understanding of Glossier retail systems and processes to act as a subject matter expert, identifying opportunities for improvements and innovation
• Create and maintain standard operating procedures (SOPs) for retail operations in collaboration with key stakeholders across the business to support the customer experience and business objectives, while setting the stage for channel growth
• Identify efficiencies and scale processes to adapt to needs of Retail stores and future openings
• In partnership with Retail Communications, establish a retail communications strategy to create and post key updates and directives for retail teams
• Develop and implement labor tracking and scheduling tools to optimize labor use in stores
• Partner with in-storeretail teams through continual development of retail reporting tools
• Partner with Retail PM and Retail Tech team to develop the long-term strategic roadmap for point of sale (POS) system and other retail technology
• Support store teams in resolving questions, requests and suggestions, showing devotion to our customer and retail team experience
• Support the opening of Glossier retail locations through store setup and other support as required

Twelve Month Expectations

• Support the launch of key omnichannel programs in retail through planning, implementation, and ongoing support
• Identify, propose, and build business cases for innovation initiatives in retail
• Project manage the launch of new operational initiatives in retail, collaborating with key stakeholders across HQ and stores
• Proactively gather feedback and ideas from retail teams, leading with curiosity and a growth mindset to promote continuous improvement and innovation
• Own the evolution and implementation of enhanced retail store reporting to drive impactful insight and action
• In partnership with the the digital Product team, develop a multi-year retail tech roadmap; write business requirements, UAT test cases, and other supporting materials to guide the development of retail tech initiatives
• In partnership with the Logistics team, build and implement a strategy for retail operations to support Glossier's global fulfillment strategy

Qualifications

• 5+ years of experience working in retail operations at a corporate level; experience in high-traffic, experiential retail or hospitality a plus
• Strong analytical skills; ability to synthesize data to drive decision making; advanced Excel skills a plus
• Experience with data visualization software such as Tableau, Looker, Periscope or similar tools
• Experience with data visualization software such as Looker or similar toolsFamiliarity with industry standard retail operations systems, processes, and programs
• Experience managing vendor relationships and budgets
• Ability to thrive in a fast-paced and constantly evolving environment
• Strong critical thinking and judgment with an ability to distill complex ideas into simple solutions and directives
• Superb written and verbal communication skills, with both Retail and HQ teams
• Ability to travel to Glossier's retail locations in preparation for and post launch

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer and will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.

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About Glossier

Glossier is a beauty company that lives in NYC, is sold on the internet, and promotes a skincare first philosophy that celebrates beauty in real life.

We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.