POSITION SUMMARY
The Retail Director owns the on-site retail strategy, P&L performance, and daily execution of all retail operations at Cooperstown All Star Village. This role leads in-venue retail (promenade shops, pop-ups), personalization, mobile merchandising, e-commerce pre-orders and fulfillment, and coordination of retail touchpoints that integrate with other resort operations (Food & Beverage and Baseball Operations). Success is measured by revenue growth, service standards, inventory accuracy, labor management, and a high-performing seasonal team. This role develops the overall retail strategy for Cooperstown All Star Village and partners closely with the Unrivaled Sports Shared Service Retail function, comprised of 3-4 person buying & retail ops professionals, which supports and executes key components including purchasing, pricing, sell through strategies and national vendor relationships. The Retail Director ensures Shared Service Retail strategies are operationalized on-site with strong standards, peak throughput, and a best-in-class guest experience.
KEY RESPONSIBILITIES
Retail Strategy & Shared Service Retail Partnership
• Develop the overall retail strategy for Cooperstown All Star Village across product categories, channels (in-venue, mobile, e-commerce), and key guest-journey moments.
• Partner with Shared Service Retail on purchasing, pricing strategy, and national vendor relationships; provide on-site insights, demand signals, and event requirements to inform buys and pricing decisions.
• Translate Shared Service Retail strategies into on-site execution plans (assortment presentation, inventory deployment, staffing, merchandising, and promotions) to achieve local performance goals.
• Own local retail partnerships and coordinate on-site execution details (space planning, timing, staffing, and guest flow) in alignment with resort operations.
Merchandising, Assortment & Personalization
• Own on-site assortment execution and line architecture for Cooperstown All Star Village in coordination with Shared Service Retail buys and pricing.
• Build and scale the personalization program (heat press/embroidery, engraving where applicable) with clear service-level standards, quality controls, and staffing models.
• Define visual standards and refresh cadence for storefronts and pop-up retail; ensure consistent brand presentation.
• Lead end-of-season markdown and liquidation execution in alignment with Shared Service Retail strategy and guardrails.
Retail Operations, SOPs & Guest Experience
• Design store layouts, promenade traffic flow, and peak throughput models for high-volume moments (Opening Day, championships, marquee events).
• Create and enforce SOPs across retail operations including POS usage, cash handling, refunds/holds, damaged goods, opening/closing checklists, and back-of-house standards.
• Deploy mobile merchandising at high-traffic moments (registration, championship nights, fireworks, bullpens) to capture demand and reduce congestion.
• Partner with Facilities and Operations to ensure clean, safe, well-signed retail spaces, effective queueing, and weather contingencies.
Pre-Order Sales & Fulfillment
• Own on-site execution of pre-order programs (tournament shirts, upgraded hats, specialty items), including fulfillment workflows, staging, inventory controls, pickup experience, and guest issue resolution.
• Coordinate with Shared Service e-commerce platform owners to align timelines, product setup, order volumes, and inventory allocation.
• Establish service-level expectations for pre-order pickup windows and turnaround times; implement check-in and verification processes to ensure accurate, fast distribution.
• Build post-event recap reporting for pre-orders (sell-through, fulfillment accuracy, labor impact, guest feedback) and drive continuous improvement.
Financial Management & Performance Reporting
• Own the Cooperstown All Star Village retail P&L (revenue, COGS, labor, shrink) and deliver weekly forecasts, KPI reporting, and variance analysis.
• Partner with Shared Service Retail on margin performance and promotional strategy; execute on-site offers and event-driven promotions within agreed guardrails.
• Monitor and improve conversion drivers (UPT/ATV, revenue per team, personalization penetration) through operational and merchandising levers.
Inventory, Systems & Analytics
• Manage perpetual inventory, cycle counts, and shrink controls across all retail points of sale. • Own on-site inventory deployment (BOH, satellite, carts) and replenishment processes to keep key items in stock/on shelves throughout the operating season.
• Partner with Shared Service Retail and IT/support teams on POS, e-commerce, and personalization equipment workflows and integrations.
Staffing, Training & Culture
• Forecast seasonal headcount; recruit early and build staffing pipelines.
• Deliver role-based training across service standards, product knowledge, POS, personalization equipment, pre-order fulfillment, and loss prevention.
• Build an incentive and recognition program tied to sales performance, service standards, and guest feedback.
• Lead Retail supervisors and team members with clear expectations, accountability, and repeatable playbooks.
QUALIFICATIONS
• 7+ years of multi-unit or high-volume retail leadership; sports/event venue, resort, or themepark experience preferred.
• Proven P&L ownership with strong results in forecasting, labor planning, shrink control, and operational execution in peak-volume environments.
• Demonstrated ability to build SOPs and operating playbooks and drive consistent compliance across seasonal teams.
• Strong command of POS/inventory systems and retail analytics experience. Experience with YellowDog inventory management system a plus. Experience with E-commerce and order fulfillment workflows strongly preferred.
• Experience leading personalization programs (heat press/embroidery) preferred or demonstrated ability to ramp quickly.
• Excellent people leadership in seasonal, hourly workforces; experience building training programs and developing supervisors.
• Strong cross-functional partnership skills and comfort operating in a shared-services model (working with centralized purchasing/pricing/vendor teams while owning local execution).
• Comfortable working extended hours during peak season, including nights/weekends, in indoor/outdoor environments.
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