Director, Retail Store Experience and Operations

TravisMathew is a premium apparel brand that exists because we seized an opportunity—and we’re inviting you to take yours. Back in 2007, we saw there weren’t many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world. We invite you to join team TravisMathew.

The Director of Retail Store Experience and Operations plays a critical role in setting up our Retail teams for success. Reporting into the Vice President of Retail, this impactful opportunity leads our Retail Operations team and partners with cross-functional corporate teams to develop comprehensive strategies which maintain a focus on customer experience and operational excellence. Key areas of focus include defining strategy, development, and ongoing execution of retail operations including customer engagement, new store openings, operational policies, field training, communication, and workload planning.

• Collaborate closely with the stakeholders to assess business needs and implement effective retail policies, procedures, and communication strategies.
• Prioritize the impact on store teams in all decisions.
• Partner with communications to deliver clear, timely information to field teams
• Define and execute a strategy for customer experience across the retail journey from initial interactions to retention.
• Build and implement client journey methods, establishing frameworks from existing flows, and implementing tools that nurture deeper relationship building in our retail stores.
• Partner across retail functions to plan and roll out key operational, omnichannel, and technology initiatives.
• Work with Learning & Development to create relevant, engaging training programs, content and materials.
• Lead the operations team to manage seamless cross-functional partnerships, project execution, and successful store launches.
• Collaborate with IT to drive innovative retail technology solutions that elevate customer experience.
• Define strategic direction, inspire the team, and ensure alignment with departmental objectives. Proactively identify needs.
• Develop and lead integrated launch and change management plans to optimize campaign and initiative effectiveness.
• Analyze operational KPIs to monitor performance and identify improvement opportunities.
• Leverage in-depth industry and competitive insights to anticipate emerging trends.
• Champion strategic change by demonstrating initiative and a willingness to take calculated risks that align with TravisMathew’s retail vision and goals.
• Provide senior leadership with regular updates, performance insights, and strategic recommendations.
• Plan and execute major meetings and conferences

TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)

• Proven track record of developing and executing effective customer experience strategies, omni technology and experiences, retail operations, rolling out brand initiatives, and identifying/driving process improvement opportunities.
• Travel to stores based on business demand, up to 30% of the time.
• Strong ability to influence and collaborate across various levels of the organization.
• Demonstrated strength as data driven, analytical and problem-solving.
• Strong leadership ability, with a track record for building high -performing and highly engaged teams.
• Demonstrated ability to lead large-scale initiatives and manage multiple priorities simultaneously.
• Passion for retail excellence, customer experience, and team development.
• Strong interpersonal communication, organizational, presentation, and follow-through skills

EDUCATION AND EXPERIENCE

• Minimum of 10+ years of experience across both retail district leadership roles and headquarter-based retail operations leadership roles.
• Bachelor’s degree in business, Operations, or another relevant field.
• Knowledge of KPIs, P&L management, and operational standards
• Clear, concise, and transparent communication style, both verbal and written
• Experience in results-oriented, collaborative, high-growth environments with agile, resourceful capabilities
• Experience building, implementing, and iterating new processes from the ground up.
• Experience building and implementing a store selling or service model.
• Proven track record of launching new store openings.

If your experience is close to what we're looking for, please consider applying! Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.