Operations

Director, Retail Format - Signature

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The Director, Retail Format will translate format and portfolio strategies into roadmaps and seasonal plans inclusive of initiatives across T-Mobile physical (store design and visual merchandising installations), human (service design, experiential moments, compensation and labor planning), and digital (capabilities and in-store experiences) framework.
S/he will lead the introduction of best-in-retail experiences, services, and initiatives through production, planning, execution, and evaluation working cross functionally with field and support teams to ensure launches with excellence within timeline and budget.
This leader will evaluate holistic performance against key sales, experience, and brand measures as defined in the format value proposition considering impacts at the experience, store, and market level; making evidence-based recommendations and evangelizing format needs in response to gaps in performance, process opportunities, or product necessities.
This leader will drive business impacting decision making and critical issue resolution and response across field sales, support teams, and other related organizations.

Format Strategy –
Translate strategy into format specific priorities, build a holistic roadmap inclusive of physical, human, digital and rotational initiatives, and identify & interpret unique performance measures aligned to the format value proposition.
  • Expert understanding of retail format and portfolio strategies as designed by Retail Experience organization.
  • Guide format direction in combination with strategy, format-specific execution and experience knowledge, key business objectives, and a deep understanding of format performance trends.
  • Advise ongoing strategy evaluation and development exercises as formats mature.

What you'll do in your role.

Planning and Execution –
Guide and own the progression of complex business strategies from initial strategy or concept brief through concept and production to format launch, execution, and evaluation. This operating model requires productive relationships with both internal and external teams. Internal partners include procurement, store design, visual merchandising, brand, corporate and regional event teams, and field operations teams, etc. External support may include creative, production, and event agencies.
  • Lead a team responsible for the creation and maintenance of a dynamic format roadmap reflecting planned seasonal campaigns, corporate and local events, rotational programming, shifts/changes in service design, introduction of new digital initiatives, and additional business priorities as necessary.

Executive Partnerships –
Executive point of contact for the store format, responsible for all executive leadership, support team, and frontline correspondence.
  • Executive leadership includes Field Sales Senior Vice President, Area Vice President, Market Director as well as support team leadership and is directly responsible for responses and resolution.
  • As the resource and advocate for field format leadership team, the Director and is responsible for directing frontline issues, inquiries, and feedback to appropriate support teams and using/establishing relationships to ensure resolution, consideration, or process/policy change outcomes.
  • Challenge current processes and influence leaders cross functionally to elevate the in-store experience through powerful evidence-based recommendations.
  • Format authority to operations, support, and product teams, representing the format in Director and above planning and steering sessions.
  • Provide format specific recommendations (e.g. inventory, compensation, visual merchandising) based in firsthand knowledge of the intended format experiences (customer and frontline) as well as performance against key sales, experience, and operational metrics.

Field Execution –
Build relationships spending time with frontline teams, collecting valuable experience and execution data through direct observation, inspection, and frontline dialogue.
  • Ensure the physical, human, and digital elements collectively serve the occasions bringing customers to the locations and create a best-in-retail customer experience to exceed customer expectations.
  • Ensure excellence across all areas of operations; merchandising, inventory management, labor, cash handling, etc.
  • Take immediate action as required, review with business owners (field and support teams) through executive summaries and quarterly business reviews and incorporate insights into format priorities and action plans.

Measuring and Evaluating Performance Management –
Review a suite of sales, operations, and experience results at the experience, store and market level comparing outcomes against the defined value proposition for the format. This data will be available across dashboards, reporting, and insight platforms for review and analysis. This may include new sources of data based upon format specific experiences i.e. digital engagement or learning tools or format specific analytic capabilities i.e. video analytics or dwell time.
  • Combining data with direct observation and format feedback this leader will distill insights for immediate review to identify positive experience drivers and/or customer experience, execution, and operational gaps which will require evidence-based recommendations.
  • Inform long term planning, strategy, and decision making.
  • Create and distribute format performance and insights summaries shared weekly, monthly, and quarterly to an audience of senior and executive leaders across the organization.
  • Build a cross functional culture of continuous evaluation and information sharing while building test and learn capabilities.

The experience you'll bring.

  • Strength in balancing high visibility priorities.
  • Inspirational leader motivating and inspiring internal and external partners to deliver best-in-retail experiences.
  • Excellent communication skills, both interpersonally and systemically, clearly articulating the direction and vision of organization.
  • Ability to influence across all levels of the organization
  • Strength in relationship building across business and organizational boundaries.
  • Extensive knowledge of operational processes and format-specific policies and procedures.
  • Strong leader that compels people.
  • Skilled professional with the ability to conceive, communicate, and implement problem resolution strategies.
  • Creator of a vision for a team.
  • Outstanding personal integrity and business ethics motivated by high performance standards.
  • Results oriented.
  • Ability to do, fix or implement whatever is necessary to improve performance.
  • Expert at balancing the resources necessary to produce desired outcomes; tracks and monitors performance.
  • High level of intelligence with a keen analytical mind and clear intellectual curiosity.
  • Change agent and transformational leader.
  • Ambitious leader with the ability to deliver difficult messages while painting vision.
Position details

Req ID: 138251BR

Department: Operations

Travel Required: Yes

Position(s) remaining: 1

Position posted for
29 days
# of candidates that have applied 40
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