Senior Manager, North America Store Operations, Le Labo

Description

JOB SUMMARY
We are looking for a North America Store Operations Senior Manager to join the Le Labo North America team. 
This position manages the store operations team for North America (USA and Canada) for both existing distribution as well as new expansion of free-standing stores and department store counters. Additionally, this role establishes and monitors operational protocols and directs the Field and Retail team in the enhancement of technical operations. 
This role is a hybrid role, spending time in our Williamsburg Brooklyn HQ and frequent time in Le Labo Boutiques and Corners across the United States and Canada. This position reports directly to the Head of North America Sales.

PRIMARY RESPONSIBILITIES:
Retail Operations Leadership
Manage and develop the North America Store Ops team, mapping tasks and individual workloads back to overarching regional priorities, operational timelines, ways of working and operating frameworks
Build scalable operational frameworks that support boutique growth and maintain Le Labo's unique service culture.
Drive consistency across all boutiques and counters, ensuring operational excellence without compromising local entrepreneurship and authenticity
Partner with Field and Education teams as a core pillar of retail excellence, ensuring ops is an integrated element of field and educations mindsets 
Partner with Marketing, Finance, Real Estate, Supply Chain, and HR to ensure seamless execution of business priorities
Own operational communications to the field 
Lead change management efforts for new processes, systems, and initiatives
Gather feedback from boutique teams and continuously refine operations
Translate ELC priorities into practical execution plans for LL Fss
Lead operational workstreams for strategic initiatives and transformations
Represent Store Ops in NA Leads Meetings, LRP planning, and budget discussions 
Support operational readiness and planning for high-traffic commercial periods
Participate in rotating on-call weekend schedule to cover FSS emergencies
Oversee and complete all price increases in POS systems 

RESPONSIBILITIES:

Operational Compliance Control
Uphold, elevate, develop and maintain operational standards, policies, and procedures for all boutiques
Take ownership of operational compliance in all doors: understanding, communicating and enforcing policies to mitigate operational risk including shrinkage, purchase limits, sales practices, discount, and inventory management
Partner with Real Estate and Retail Facilities team on all local legal requirements and standards
Identify opportunities to simplify processes, improve efficiency, and reduce administrative burden for field and POS teams
Monitor key operational KPIs, ensuring boutiques meet company standards for inventory management, compliance, Health and safety, productivity, and execution
Ensure compliance with ELC company policies, local legal requirements, health and safety standards, and audit expectations
Partner with HR and Finance on compliance-related processes and investigations
Oversee cash handling, operational controls, and loss prevention standards

Inventory and Product Operations
Partner closely with Trade Marketing, Demand Planning and Supply Chain to optimize inventory health across FSS and E-Store doors
Oversee inventory accuracy, stock management, cycle counts, shrink prevention, and loss mitigation initiatives
Support new product launch planning and execution for new creations 
Ensure boutiques are equipped with the tools, materials, and inventory required to deliver exceptional client experiences
Upload new products into POS system and ensure functionality prior to OCD

Retail POS Data / System Management
Manage all retail operational systems including POS, omni tools (uber, Postmates, etc), inventory management platforms, reporting tools, and boutique technology. 
Optimize the utility of the Brand’s POS system, introducing enhanced operational practices and system functions to drive field efficiency
Act as key liaison between boutiques and IT partners to resolve operational challenges and improve system functionality
Drive adoption of technology solutions that improve efficiency and capabilities
Represent FSS channel as the primary operational stakeholder for new system launches and upgrades throughout the cross-functional process, aligning with Marketing, GBSC, Product Development, IT, and IBM/D2B/SAP teams
Oversee communication and timeline alignment across intersecting departments to guarantee flawless, on-time launch execution
Direct the testing, validation, and rollout strategy for POS and SKU coding with ELC IT / PDM / SAP teams to ensure accurate regional implementation
Lead project management and task completion across North America Sales and Planning teams to secure strict adherence to launch timelines
Develop field training frameworks, creative system-upgrade materials, and POS presentation guides that resemble our education and training model
Host systems trainings and act as expert when new technology is rolled out- understanding nuances and guiding boutiques through all change management

RESPONSIBILITIES:

Health & Safety Management
Own retail health and safety standards across the boutique network, ensuring compliance with local, state/provincial, and federal regulations
Develop, maintain, and communicate ELC and LL safety policies, procedures, and emergency response protocols
Support business continuity planning and crisis management efforts for weather events, power outages, security incidents, and other operational disruptions
Partner with Real Estate and Facilities and boutique leadership to identify and mitigate workplace hazards and operational risks
Oversee incident reporting processes, ensuring timely investigation, documentation, and resolution of safety-related concerns 
Lead health and safety training initiatives, ensuring all Souls understand emergency procedures, safe work practices, and company standards 
Monitor boutique compliance with fire safety requirements, evacuation plans, first aid readiness, and required safety certifications
Partner with HR and Legal teams on workers' compensation claims, workplace incidents, and risk mitigation strategies
Conduct regular operational and safety audits, identifying opportunities to improve compliance and create safer working environments
Ensure safe handling, storage, and disposal practices for fresh blending
Ensure compliance with all safety protocols related to fragrance compounding equipment and boutique laboratory operations; maintain standards for the safe handling and storage of fragrance oils, alcohol-based products, and other potentially flammable materials
Manage all NYC Health and Safety requirements for the Le Labo Williamsburg Café 

New Door Openings 
Lead operational readiness for new boutique openings, renovations, relocations
Manage the process for new openings & any closures for free standing stores
Own the operational roadmap for retail accounting, POS account infrastructure, L&E setup in systems mapping, opening order uploads, and all technical backend configurations
Architect the supply and merchandise allocation strategy for openings
Support with the organization and shipping of all required VM materials for NDO’s
Oversee and ensure compliance for all business licenses and municipal permits
Manage relationships with third-party vendors and partners to resolve escalated on- and off-site issues regarding construction, logistics, and merchandising

Collateral and Indirect Procurement Management
Optimize and scale the procurement and demand planning frameworks for non-saleable collateral and in-store supplies, partnering directly with the ELC IP.
Supervise and direct ongoing replenishment and new allocations to prevent business disruption.
Ensure all procurement, ordering and supply management for the Le Labo Café 

Soul Onboarding & ongoing culture champion
Motivate, inspire, and retain Soul Talent through leadership and support of the region’s 360-onboarding program 
Present/Guide team to present Operational Compliance information and operating procedures during quarterly Onboarding meetings

CHAMPION AND STEWARD Le Labo VALUES
Commit to broader responsibility & accountability for sustainability, diversity & inclusion while staying true to the Le Labo mission. 
Demonstrate kindness and respect, empathy, inclusion, and humility, and ensure these are at the core of all interactions. 
Embody the values of the manifesto through our actions, and drive accountability for contributing to the growing internal culture of Le Labo.  
Create value and positive impact across all elements of our Brand, operations, teams, partners, and the broader world. 
Exude passion for Le Labo and deeply appreciate, understand the Brand DNA
Drive awareness and sales of refill program
Ensure deep diversity & inclusion focus and understanding for client interactions

Qualifications

7+ years of experience in retail operation or similar field, with strong skill background for data management and technical operations in retail store environments; Experience in working store set up, operations  
Strong sense of details
Strong capability with working autonomously with third party vendors with full understanding of industry-specific terms
A results-oriented performer, who sets personal goals and deadlines, and consistently meets or exceeds targets
Creative & pragmatic approach to problem solving
Agile mindset, thinking out of the box and open to new, alternative approaches
Strong communication/collaboration skills, interpersonal and leadership abilities; ability to present to and engage with a group audience 
Exude passion for Le Labo and deeply appreciate, understand the Brand DNA and protects values of the brand and business model 
Be a motivated, self-starter, with the ability to work both independently as well as collaboratively with a team-player mindset; strong self-leadership skills
Ability to work in a dynamic, fast-paced, independent environment, and manage multiple concurrent projects (tracking timing, budget, deliverables, etc) while collaborating effectively to leverage cross-functional Brand strengths
Highly organized and able to manage complex project
Ability to understand any needs across channels and formats 
Exceptional skills within: PowerPoint, Excel, Word; Outlook; CoPilot
Strong writing skills, able to leverage unique voice of the Brand and nuanced tone 
Available and willing to travel periodically as required (roughly 30% if time)