Retail Operations Manager at Tonal
Toronto, ON
Tonal has built the world’s most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who has seen or used our product, from professional athletes to fitness enthusiasts, has fallen in love.
 
At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced strength training system available that makes working out more efficient, effective, and engaging. 
 
We're passionate about building products that transform people's lives.
 
Overview
 
Tonal Showrooms blend high-touch retail, community outreach, and direct/assisted sales. As Tonal expands its retail footprint through both owned retail and partnership locations, we're seeking an experienced Retail Operations Manager to help scale our processes, and establish new, streamlined, cost-effective retail operations strategies. Reporting to the Associate Director of Retail, you’ll help our new locations ramp up as our presence expands. 
 
The Retail Operations Manager will be responsible for the constant analysis and improvement of in-store retail operations, standard operating procedures and store policies. You will support our field teams by providing operational excellence training, store facing system troubleshooting, retail reporting, audit compliance, and loss prevention. The Retail Operations Manager must be able to determine inefficiencies and present strategies to drive improvement in an ever changing Retail landscape.
 
If you’re passionate about solving challenges, creating a high-performance culture, and delivering an excellent customer experience that improves our clients’ lives, then Tonal is the place for you.
 
What You Will Do
 
- Support the Retail business (owned and operated stores & partnership stores) by resolving escalated operational challenges while developing and executing a variety of retail operations related programs
- Manage all stores hours budgeting and reporting, determine inefficiencies and present strategies to drive improvements
- Provide a store facing system for troubleshooting, audit compliance, loss prevention, in-store retail reporting and operational training
- Assist with new store opening strategy and coordination
- Collaborate with both the Retail Team as well as appropriate vendors/consultants to ensure that new stores are opened efficiently and in a timely manner
- Scale and evaluate new retail systems,  processes and procedures for day-to-day retail operations activities
- Continually analyze store training needs regarding retail systems, and work in partnership with Learning & Development to build training programs to develop a culture of  retail operational excellence
- Work with cross-functional business partners across multiple projects to evolve our Retail Reporting Tools
- Contribute to improvements in store performance through the creation of new business requirements, the development of new digital and in-store solutions, and the successful implementation of new store initiatives
- Suggest, create, and test new standard operating procedures, through partnership with stores and cross-functional partners, that prove a noticeable return on investment
- Assist with policy and procedure development, enforcement and compliance
- Prioritize and drive updates to product and experience required to consistently improve on our customer journey
- Provide support for new market expansion plans and new store opening processes
- Collaborate with customer support team on the overall health of Tonal trainers’ in the retail fleet
- Own new showroom new store opening process; coordinating with cross-functional partners on hiring, training, budgets, and timelines
- Become a resident expert on Retail systems and develop feedback loops for improvement to internal and external partners
- Scale vendor network as the retail fleet grows 
 
Who You Are
 
- 5+ years in retail operations, planning, and team management, with corporate retail headquarters experience required
- Comfort with ambiguity and smart risk-taking
- You have strong organizational skills and self-motivation, with a keen drive for results
- Customer focus and analytical aptitude for evaluating qualitative and quantitative KPIs
- Experience in Loss Prevention and Retail IT is preferred
- Expect travel 20% of the time
 
Extra Credit
- Luxury or high-end product experience
- Fitness industry experience