Retail Program Manager: Communication, Sales & Service

Job Description

Looking for a job to get you out of bed?

Casper (casper.com) is a global sleep company that launched in 2014 with an obsessively engineered, outrageously comfortable mattress sold directly to consumers. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"-sized box. The company is one of the fastest-growing consumer brands of all time, and its product line has expanded to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's 50 Most Innovative Companies in 2017, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions.

We are deeply committed to building a diverse and inclusive workforce so that we represent all those who dream big equally.

Summary

The Casper Retail Team is looking for a dynamic, driven and customer-focused program manager to join our team in NYC at our HQ office! In this role, you will work directly with and impact our Retail fleet, help drive the retail business, and support the Retail Excellence team in key business-supporting projects.

This role centers around three major disciplines: Selling, Service, and Communication, with your key objective being to drive store-level engagement.

This includes:

• Act as gatekeeper to the fleet, overseeing when initiatives will launch to the field and what the communication plan is for each respective project.
• Ensure that all communication is structured and shared in a way that makes it easy for the store team. In some instances you will be responsible for writing the communication yourself; other times, cross-functional partners will write the communication per the guidelines you set.
• Help define and codify change management best practices for all initiatives impacting the field.
• Own and manage key projects including promotions, product launches and initiatives that create strong in-store experiences.

Responsibilities & Duties

Store Communication Leadership

• Drive a sense of community among the fleet and a connectedness to the brand across our stores through partnership with HQ Employee Communication and Public Relations.
• Establish communication standards for all communication from HQ to the field.
• Manage and iterate internal Retail communication processes. Ensure internal platforms (intranet, knowledge base, etc.) are up-to-date.
• Be the gatekeeper for all communication going to the stores; write communication for projects you own. Cross-functional project leads will write their own communication, with you acting as copy-editor to ensure brand voice and clarity.
• Own and lead key touchpoints with the field including: weekly calls with Area Managers, monthly and quarterly calls with the store fleet, and weekly project planning meetings with internal HQ partners

Sales & Service Project Management

• Own and launch key sales- and service-focused initiatives and define internal positioning & messaging for: 3-5 product launches per year, ranging from small updates to new category launches; many promotional periods including global / national holidays, company milestones and clearance.
• Build and maintain quarterly calendar for how initiatives launch in the fleet and related communication plan. This includes initiatives you will directly manage, as well as projects owned by other cross-functional and business partners.
• Write the communication for all sales and service initiatives launching to the field. For initiatives that fall outside of sales and service, act as “editor in chief” to cross-functional partners and ensure the communication they write is on-brand.

Business Partnership

• Collaborate with multiple cross-functional teams including Tech, Product, Learning & Development, Merchandising and Marketing
• Be the face of field communications, always championing the fleet, our customer and the in-store experience
• Attend weekly Retail HQ strategic planning meetings, monthly Retail HQ team meeting and weekly meetings for promotions and pertinent product launches
• Own, lead, facilitate and recap field meetings including weekly Area Manager meeting, monthly all-store meeting and quarterly / annual all-store meetings

Qualifications & Skills

• BA or BS degree with at least 5 years of sales and customer service-related experience with progressively challenging and elevated roles
• Sales and /or retail experience required
• Possess written and verbal communication skills that are clear, concise and have the ability to distill complex information simply for store audiences
• Experience with and passion for in-store guest experience, sales and service
• Ability to balance multiple competing priorities and maintain composure under pressure
• Proven ability to effectively design, organize, and facilitate cross-functional meetings ranging from 3 - 20+ participants, with participants ranging from task owners to department heads to senior leadership.
• Capable of seeing the larger picture and understanding how your role impacts and influences the larger business
• Minimum of 5 years experience with increasing responsibilities

Special Skill Requirement

• Able to partner with and lead cross-functional partners
• Demonstrated project management skills, including understanding of project management tools and practices to ensure efficient execution of projects
• Demonstrated ability to lead and collaborate through influence; able to form and communicate a strong point-of-view
• Experience working for a global distributed organization with 50+ retail stores

The syrup on your waffles

• Salary to pay your bills, a potential bonus for some splurging, and equity so that you’re part of the Casper family.
• Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles...).
• 401K program so you have some savings for later in life.
• Extra cash incentives for being healthy and fit (we actually give you money to track your sleep!).
• Unlimited vacation policy. If you need time off just take it; we trust you!
• Bi-weekly catered lunches to catch up with your teammates.
• Free snacks and coffee, including a huge breakfast selection (10 types of cereal anyone?)
• Nap pods, for those days when you stayed out a little too late...
• A full gifted bed set when you join (mattress, sheets, pillows, the works)!

If you dream about this stuff this job is probably right for you. We look forward to learning more about you, but if you’re feeling sleepy, take a nap before applying!