Retail & Fixtures Solutions Manager

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country. 

We're committed to our campus culture and want to have people collaborating, developing, and learning from each other. By having everyone on campus together, we have been able to nurture a fantastic social and dynamic environment.   

About the role

At Dyson, we sell by demonstrating.  Our Experts, Stylists and Retail Strategy and Operations team are Dyson advocates who know our technology inside out, and are excited by it. They are the face of Dyson, connecting our world-leading and pioneering technology with shoppers and owners. 

The Retail & Fixture Solutions Manager is a specialist in retail shop environments and is directly responsible for managing the break fix process, store audits and fixture health across the 3rd party retail footprint in the United States. This role is critical to Dyson’s success as it directly impacts how customer’s perceive our quality and reputation for innovative technology. The role will require about 10-20% travel.  

Duties and Responsibilities: 

Manage end to end the break fix process 

• Pull existing inventory for replacement; or work directly with fixture/ print vendors to re-produce items and manage reinstallation to correct broken field assets 

• Take in any broken fixture issues and if a like for like replacement, implement, if new design brief in COE or discuss with Retail Marketing to align and own brief to CoE 

• Own break fix ticket system and determine priority of how to address / respond to requestor 

• Use Key Performance measures to drive efficiency across the business to eradicate complexity and work towards a simplistic approach 

• Ensure that a regular feedback loop is built and shared to ensure information flows to teams ahead of need 

• Provide regular communication through scheduled and on-demand status reports with cross functional partners updating on break/fix status by fixture and retailer 

Provide valuable insight and strategic input to development for all new retail store fixtures 

• Collaborate with cross functional partners to inform creative brief development for future fixtures with best practice guidance on break fix management 

• Anticipate problems, roadblocks and major obstructions, and plan accordingly 

• Create a regular feedback loop, built and shared to ensure information flows to teams ahead of need 

Partner collaboratively with cross functional teams to deliver durable retail solutions 

• Work closely with both local and global teams to assist in brief writing always keeping the customer experience at impact at the heart of fixture creation  

• Able to influence others and deliver the most appropriate solution given the tasks at hand.  

• Comfortable with input and collaborating with global partners.  

• Solution oriented and positive. 

Additional Duties & Responsibilities: 

• Manage vendor relationships, contracts, and performance, ensuring timely and high-quality fixture repairs or replacements. 

• Track and manage break/fix budgets and expenditures. 

• Conduct root-cause analyses for recurring fixture failures and report findings/recommend solutions to leadership. 

• Ensure all fixtures and work comply with safety and regulatory standards. 

• Develop and maintain process documentation and deliver trainings for store teams on break/fix reporting protocols. 

• Own key performance metrics (e.g., ticket turnaround times, vendor SLA achievement) and share