Sr. Manager Retail Communications & Support

OVERVIEW 

As the Senior Manager of Retail Communications, you will define, oversee, and continuously improve Alo’s retail communication strategy, ensuring alignment with Alo’s brand vision, values, and business objectives. This role will define Alo’s voice, tone, and bring to life culture defined by our guiding principles through every communication touchpoint. As part of this role, you’ll develop deep expertise across all areas of our retail business and operation to be the voice of Alo HQ to the field. With North America serving as our center of excellence for global execution, you’ll play a role in shaping global strategies and will collaborate closely with regionally-based team members to execute global messaging at the local level. The ideal candidate has impeccable attention to detail and polish, the highest caliber written and verbal communication skills, an eye for consistency, and the ability to style-step based on the nature of what is being communicated.

RESPONSIBILITIES 

Retail Calendar & Workload Planning

• Oversee fully cross-functional retail initiative, workload, and communication calendar, driving annual calendar planning activities, quarterly reviews, and weekly communication checkpoints.
• Partner with business partners and retail leadership to adapt calendar based on changes in the business such as introduction of new initiatives or changes to initiative timing.
• Work with cross-functional business partners to find target launch weeks that ensure maximum success of initiatives while protecting day to day operations.

Communication & Task Platform Administration

• Oversee Zipline communication and task platform, including tech partnerships to ensure platform operates as expected.
• Drive platform interaction, communication readership, and task execution KPIs by maintaining dynamic, relevant, and accurate content. Partner with field leadership to drive a culture of awareness and connectivity through Zipline.
• Maintain relationship with Zipline, attending conferences and webinars to stay up to speed with upcoming enhancements that can be deployed to our Zipline environment.

Weekly Communication and Change Management Execution

• Manage business partner communication intake process and review.
• Work with communication requestors and functional subject matter experts to write clear and concise messages.
• Determine needs for and support creation of additional assets such as quick reference guides or checklists to support execution.
• Oversee and coordinate larger-scale change management efforts for major initiatives or company changes, developing integrated change plans encompassing meetings, communications, trainings, surveys, and other events.

Resource Library Management

• Maintain the Zipline resource library, partnering with functional owners to maintain accurate and complete repository of policies and procedures.
• Partner with functional owners to develop and publish global policies and procedures in support of new initiatives or changes to existing policies that are clear, concise, and thorough.
• Develop and maintain international and country-specific folder structures and associated policies and procedures.
• Keep P&Ps and other supporting assets updated based on frequently asked questions to allow field teams to operate in a self-serve support environment.

Field Meetings & Event Planning

• Oversee, prepare, recap, and ensure cross-functional and leadership alignment of content for regular field meeting series including regular store manager and district manager meetings.
• Plan major virtual and in-person meetings and conferences, including annual store manager conference, bi-annual district manager conference, holiday kickoffs, and launch meetings.

Support & Feedback Management

• Oversee Alo Retail’s ticketing platform, ensuring that the appropriate categories are in place, that tickets are being directed to the appropriate business partners, and that business partner SLAs for ticket response are being met.
• Oversee weekly field surveying, integrating new questions to see feedback on timely topics.
• Collect, analyze, and draw thematic and specific insights from weekly surveying and provide recaps to cross-functional audiences.
• Create a feedback loop with stores, constantly sharing out feedback received and actions being taken to address feedback.

Qualifications

• Required minimum of 3-5 years of experience in a communication management role focused on field or front-line audiences.
• Bachelor’s degree in Marketing, Communications, or a related field.
• Proven track record of developing and executing successful communication strategies that have driven business outcomes.
• Strong ability to influence and collaborate across different levels of the organization.
• Exceptional written and verbal communication skills, including the ability to craft compelling assets and presentations.
• Strong organizational abilities with the ability to multi-task and pivot frequently based on business changes.
• Expertise in Microsoft Office Suite and experience using retail communication or task management platforms.
• Ability to travel to Alo stores as needed.

The base salary range for this position is $120,000.00- $140,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company’s total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.

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