Retail Strategy & Performance Manager

Job Overview

Reporting to the Chief Operations Officer, the Retail Strategy & Performance Manager is responsible for overseeing the expansion and growth of retail operations with a focus on e-commerce. This includes strategic planning, market analysis, and the implementation of new business initiatives. The manager will also collaborate with other departments to ensure consistent branding and customer satisfaction.

*Disclaimer - position is pending board approval and the reporting structure is subject to change*

Requirements

• Education: Bachelor’s degree in Business Administration, Retail Management, Marketing, or a related field.
• Experience: Minimum 5 years of progressive experience in retail operations, strategy, or performance management, with at least 2 years in an e-commerce environment.
• Leadership: Proven ability to lead, manage, and hold teams accountable (LMA) in a fast-paced, cross-functional setting.
• Analytical Skills: Strong proficiency in data analysis, KPI tracking, and performance reporting.
• Project Management: Demonstrated success in launching and scaling retail initiatives or business development projects.
• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.

Preferred Qualifications

• Education: Master’s degree (MBA or equivalent) with a focus on strategy, operations, or digital commerce.

• Technology Fluency: Experience with retail analytics platforms, ERP systems, and e-commerce tools (e.g., Shopify, Amazon Seller Central, Power BI).

• Industry Knowledge: Familiarity with fulfillment models like FBA (Fulfillment by Amazon) and omnichannel retail strategies.

• Cultural Fit: Experience working in an entrepreneurial or EOS-driven organization.

Key Roles & Responsibilities

• LMA (Lead, Manage, and Accountability):

o Lead: Inspire and guide cross-functional retail teams toward achieving strategic goals, especially in e-commerce expansion and customer experience.

o Manage: Oversee day-to-day retail performance, ensuring alignment with operational standards, KPIs, and brand consistency.

o Hold Accountable: Set clear expectations, monitor progress, and ensure team members and partners deliver results on time and within scope.

• Business Development

o Identify and evaluate new retail and e-commerce growth opportunities, including partnerships, platforms, and geographic expansion.

o Lead the development and execution of go-to-market strategies for new initiatives.

o Collaborate with finance and operations to model ROI and assess feasibility.

o Develop and expand supplier partnerships and negotiate bulk pricing agreements

• Strategic Planning & Execution

o Develop and refine the retail strategy in alignment with company objectives and market trends.

o Translate strategic goals into actionable plans with measurable outcomes.

o Drive cross-departmental initiatives to ensure seamless execution and alignment.

• Performance Reporting & Compliance

o Establish and monitor KPIs for retail and e-commerce performance, including sales, conversion, and customer satisfaction.

o Ensure compliance with internal policies and external regulations across all retail channels.

o Deliver regular performance reports and insights to the COO and executive leadership.

Key Performance Indicators (Possible)

• LMA

o Team Engagement Score: Measured via quarterly pulse or engagement surveys.

o Leadership Feedback Rating: 360° feedback from direct reports and peers.

o Vision Alignment: % of team members who can articulate the retail strategy and their role in it (via surveys or check-ins).

o Goal Achievement Rate: % of team and departmental goals met on time.

o Operational Efficiency: Reduction in process bottlenecks or cycle times for key initiatives.

o Meeting Cadence & Effectiveness: % of scheduled L10 meetings held with clear agendas, to-dos, and follow-ups.

o To-Do Completion Rate: % of assigned tasks completed by team members within the agreed timeframe.

o Scorecard Ownership: % of KPIs owned and updated weekly by team members.

o Issue Resolution Time: Average time to resolve issues raised in L10 meetings or team huddles.

• Business Development & Growth

o Retail Revenue Growth: % increase in total retail and e-commerce revenue quarter-over-quarter.

o New Market Penetration: Number of new markets or regions entered successfully.

o Initiative Launch Success Rate: % of strategic initiatives launched on time and within budget.

• Strategic Planning & Execution

o Project Delivery Timeliness: % of strategic projects delivered on or ahead of schedule.

o Strategic Goal Alignment: % of initiatives aligned with company-wide OKRs or EOS Rocks.

o Innovation Pipeline Health: Number of new ideas tested or piloted per quarter.

• Performance Reporting & Compliance

o KPI Dashboard Accuracy & Timeliness: Frequency and punctuality of performance reporting to leadership.

o Compliance Score: % adherence to internal policies and external retail regulations.

o Audit Findings: Number of compliance issues or audit flags per reporting cycle.

• Customer Experience & Brand Consistency

o Customer Satisfaction (CSAT): Average CSAT score across retail and e-commerce channels.

o Net Promoter Score (NPS): Customer loyalty and referral likelihood.

o Brand Consistency Index: Internal audit score for brand alignment across channels.

• Cross-Functional Collaboration & Leadership

o Team Engagement Score: Results from internal engagement or pulse surveys.

o Cross-Departmental Project Participation: Number of collaborative initiatives led or supported.

o Accountability Score: % of direct reports meeting or exceeding performance expectations.