Director of Retail Operations – White House Gifts

The Director of Retail Operations is the senior on-site executive leader responsible for the overall management, direction, and performance of White House Gifts’ retail store and the operational oversight of warehouse functions as they relate to retail execution.

This role will focus on sales performance, labor strategy, team leadership, operational execution, and cross-departmental alignment . The Retail Operations Manager serves as a strategic partner to the Vice President and executive leadership, translating business objectives into operational results.

The primary duty of this role is management of the retail operation and its employees.

Primary Duties and Responsibilities

Executive Leadership & Decision Authority

• Direct, manage, and control all store operations and retail-related warehouse activity.
• Exercise independent judgment in operational planning, staffing structure, labor allocation, and prioritization of work.
• Serve as the highest on-site authority for operational decisions, customer escalations, safety concerns, and personnel matters.
• Act as the primary liaison between executive leadership, store teams, warehouse leadership, and external partners.

People Management & Organizational Leadership

(Primary Duty – Exempt Classification Support)

• Directly supervise multiple full-time and part-time employees, including supervisors, key holders, and sales associates.
• Hold authority to hire, discipline, coach, promote, and terminate store employees, or make recommendations that carry significant weight in final decisions.
• Build, lead, and maintain a high-performing sales organization through structured hiring, onboarding, and performance management.
• Conduct performance evaluations, corrective actions, and development planning.
• Establish staffing models and schedules aligned with approved labor budgets and operational needs.
• Foster a culture of accountability, professionalism, engagement, and continuous improvement.

Training & Talent Development

• Design, implement, and oversee structured training programs for:
  • Customer service excellence
  • Sales performance and upselling
  • Product knowledge
  • Operational standards and compliance
• Ensure all employees are properly trained, certified, and performance-ready.
• Develop leadership bench strength within the store organization.

Sales Strategy & Performance Oversight

• Own store sales performance and profitability outcomes, adhering to budgets for labor/expenses while also achieving sales goals.
• Analyze sales data, trends, and KPIs to drive informed decision-making.
• Set performance expectations and lead execution of sales initiatives and promotions.
• Ensure consistent execution of company standards that support revenue growth and customer satisfaction.

Merchandising & Brand Execution

• Direct merchandising strategy execution, including layout, product flow between warehouse & store, implementation of signage and marketing materials, and seasonal programs in partnership with the executive team.
• Oversee implementation of markdown strategy, SKU rationalization, and clearance execution as directed by the buying team.
• Ensure visual presentation aligns with brand standards and supports sales objectives.

Warehouse Oversight & Inventory Alignment

• Provide operational oversight of warehouse activity as it relates to retail success.
• Collaborate with warehouse leadership on receiving, replenishment, transfers, and inventory accuracy.
• Identify and implement process improvements that enhance efficiency and reduce operational friction.
• Maintain accountability for inventory integrity across departments.

Community Engagement & External Representation

• Represent White House Gifts at community events, partnerships, and external collaborations.
• Support and participate in in-store events, promotions, and experiential initiatives.
• Serve as a brand ambassador in public-facing and partner interactions.

Strategic Partnership with Executive Leadership

• Serve as a trusted operational advisor to the Vice President and ownership.
• Provide strategic input on:
  • Labor planning and workforce structure
  • Inventory performance and flow
  • Customer behavior and market trends
  • Operational risks and opportunities
• Lead or support special projects and initiatives as assigned.

Skills & Qualifications

• 7+ years of progressive retail management experience, including multi-department leadership.
• Demonstrated success managing and developing teams of two or more full-time employees .
• Proven authority in hiring, performance management, and employee discipline.
• Strong operational, analytical, and decision-making skills.
• Experience overseeing warehouse or inventory operations supporting retail.
• Ability to exercise discretion and judgment in complex operational matters.
• Proficiency with POS systems, reporting tools, scheduling platforms, and Microsoft Office.
• Strong communication and leadership presence.

Performance Expectations (KPIs)

• Achievement of sales and profitability targets.
• Effective labor management within approved budgets.
• High employee engagement, retention, and performance.
• Consistent execution of training, merchandising, and operational standards.
• Accurate inventory flow and warehouse-store alignment.
• Proactive communication and partnership with executive leadership.

Physical Requirements

• Ability to move throughout store and warehouse environments.
• Ability to lift up to 25 lbs.
• Ability to stand and walk for extended periods as required for leadership oversight.

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