Manager, Retail Communications

The Retail Operations team is looking for an amiable, hard-working teammate to develop high-quality and engaging communication materials that promote an exceptional, consistent, and integrated customer experience. Internally, this person’s main focus will be ensuring that our Retail store teams are equipped with the resources and knowledge necessary to win customers for life. This role will also oversee and optimize our internal messaging platform, serving as the central hub for Retail and Customer Experience employees across the country. In this role, you'll be responsible for cultivating a cohesive and elevated brand experience within the platform. In addition, you’ll continuously expand the platform's capabilities by introducing new features, while also partnering with various departments to deploy engaging communications, effective training, and a robust shared resource library. On the external side of things, you’ll make sure all customer-facing messaging and language is consistent with our brand voice and policies. Up for the task? Read on! 

What you’ll do:

• Create and distribute internal communication and training materials to the Retail team, ensuring that they are consistent across all customer-facing teams 
• Ensure that ongoing operational, technical, and product-related updates are communicated to the Retail team in a timely manner
• Partner across all HQ teams to gather information and requests for feedback in a consistent and timely manner, while prioritizing and managing workload planning for our field team
• Manage our CX and Retail communications vendor to sustain the platform and develop future enhancements as our field organization grows and workload evolves
• Project manage large-scale communication initiatives to our customer-facing teams, working with partners across HQ to ensure informative, engaging and timely messaging and training
• Manage and execute quarterly all-field messaging initiatives, including Retail All Hands, a bi-annual store meeting for all things Warby for our field team, and quarterly Store Leader and Optometrist calls to regularly recap on the previous quarter’s performance and inspire our field teams to continue to grow the business
• Oversee ongoing updates to the internal resource library, and partner with HQ subject matter experts to keep materials up to date and informative
• Work with the Brand Management team, Retail Training team, Customer Experience Training team, and Communications team (among others) to ensure that updates to customer-facing content are made in a timely manner and are consistent with our brand voice
• Make sure we’re adhering to brand standards and internal policies across all our communication vehicles
• Think of new and innovative ways to strengthen communication from HQ to Retail and from Retail back to HQ, and create engaging content and contests to bring communications to life in stores

Who you are: 

• Backed by 5+ years of experience on Retail and Retail Communications teams
• An expert on the Warby Parker voice and tone, and well-versed in all employee and customer-facing processes and policies
• Great at working across multiple teams and juggling lots of priorities at once 
• Incredibly focused with an obsessive attention to detail (spreadsheets make your heart beat fast)
• Awesome at task prioritization and organization
• Able to remain calm and cool while meeting deadlines
• Self-motivated with a strong drive to learn and take action
• Adept at thinking outside the box and solving problems creatively
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)

Warby Parker, in good faith, believes that the posted salary range is accurate for this role in New York at the time of posting. Warby Parker may pay more or less than the posted range based on factors such as relevant experience and skills, qualifications and location, among others. This range may be modified in the future. In addition to base salary, this role is also eligible to receive a cash bonus and an equity bonus as part of the total compensation package. Details and eligibility will be discussed during the application process.

New York Pay Range$91,875