Sr. Director of Retail Store Experience and Operations (On-site)

Company Description

At Lakeshore, we create innovative learning materials and world-class guest experiences for teachers, parents and children. Since 1954, we’ve grown into a global community—with a thriving e-commerce business, multiple catalogs, 60 retail stores, a peerless national sales force, plus international offices that support our preeminent supply chain division. But today we’re working better, smarter and faster than ever—and setting our sights even higher. We’re building an infrastructure designed for scalability, embracing data-driven decision-making and using technology to improve efficiency and ensure the best tools for the best work. Most importantly, we continue to invest in a diverse team of inquisitive top talent who fuel each other’s passions and curiosity, take risks, try new things, and believe that every new day brings opportunities for growth.

Job Description

We are seeking a Sr. Director of Retail Store Experience and Operations to join our team. In this role, you will play a critical part in setting up our Retail teams for success. Reporting to the Senior Vice President of Consumer Sales Strategy, this impactful position leads our Retail Operations team and partners with cross-functional corporate teams to develop comprehensive strategies that prioritize customer experience and operational excellence. Key areas of focus include defining strategy, development and ongoing execution of retail operations—including customer engagement, operational policies, communication, store facilities and workload planning.

A day on the job looks like this:

• Delivering high-end customer service to our store teams consistently
• Developing and defining strategies to improve customer service in our stores, using data to determine opportunities that elevate the consumer experience throughout their journey
• Leading the Operations team to manage seamless cross-functional partnerships, project execution and successful store launches
• Building partnerships with cross-functional business partners—troubleshooting, building processes and identifying ways to improve outcomes for our stores and customers
• Collaborating with IT to drive innovative retail technology solutions that enhance customer experience
• Fostering a culture of development and excellence throughout the department
• Managing people on a daily basis—coaching, broadening skills, building talent and encouraging team development
• Overseeing communication throughout the Retail division and ensuring consistency and alignment with company goals
• Developing strategy based on detailed planning and research—analyzing data, assessing information, drawing conclusions and identifying areas of opportunity
• Expanding the division’s success while identifying efficiency opportunities
• Collaborating frequently with company executives to identify division needs and establish future goals
• Providing regular updates, performance insights and strategic recommendations as part of senior Retail leadership

Qualifications

Got the skills and experience? Here’s what we’re looking for:

• 7–10 years of related retail management experience for a multimillion-dollar retailer, with a deep knowledge of internal and external retail operations
• 3+ years in a director-level position within an office setting
• Minimum of 2 years of experience as a district/area/regional sales manager
• Superb communication and training skills
• Exceptional collaboration skills to guide employees and the department in executing projects and achieving business goals
• Strong process management skills and ability to implement structured processes to ensure a consistent retail experience
• Ability to give regular and clear feedback to individuals and teams, and to provide and receive constructive criticism
• Established track record of employee and team development—with a strong desire to recognize and reward achievements, big and small
• Experience working directly with high-level executives
• Passion for delivering excellent customer service
• Strong methodical and planning skills
• Capacity to multitask to meet simultaneous demands
• Ability to work a full-time, flexible schedule

Additional Information

And here’s our end of the bargain!

At Lakeshore, we pay local market wages for employees that reside within Los Angeles and Orange Counties.

For this position, new employees joining Lakeshore who live within Los Angeles and Orange Counties are typically brought into the organization at a salary rate between $120,000-$140,000 depending on relevant experience & skillset.

This range is indicative of projected hiring range. The annual base compensa