Manager, Retail Communications

The Retail Operations team is looking for an amiable, hard-working teammate to develop high-quality and engaging communication materials that promote an exceptional, consistent, and integrated customer experience. Internally, this person’s main focus will be ensuring that our Retail store teams are equipped with the resources and knowledge necessary to win customers for life. This role will also oversee and optimize our internal messaging platform, serving as the central hub for Retail and Customer Experience employees across the country. In this role, you'll be responsible for cultivating a cohesive and elevated brand experience within the platform. In addition, you’ll continuously expand the platform's capabilities by introducing new features, while also partnering with various departments to deploy engaging communications, effective training, and a robust shared resource library. On the external side of things, you’ll make sure all customer-facing messaging and language is consistent with our brand voice and policies. Up for the task? Read on! 

What you’ll do:

• Create and distribute internal communication and training materials to the Retail team, ensuring that they are consistent across all customer-facing teams 
• Ensure that ongoing operational, technical, and product-related updates are communicated to the Retail team in a timely manner
• Partner across all HQ teams to gather information and requests for feedback in a consistent and timely manner, while prioritizing and managing workload planning for our field team
• Manage our CX and Retail communications vendor to sustain the platform and develop future enhancements as our field organization grows and workload evolves
• Project manage large-scale communication initiatives to our customer-facing teams, working with partners across HQ to ensure informative, engaging and timely messaging and training
• Manage and execute quarterly all-field messaging initiatives, including Retail All Hands, a bi-annual store meeting for all things Warby for our field team, and quarterly Store Leader and Optometrist calls to regularly recap on the previous quarter’s performance and inspire our field teams to continue to grow the business
• Oversee ongoing updates to the internal resource library, and partner with HQ subject matter experts to keep materials up to date and informative
• Work with the Brand Management team, Retail Training team, Customer Experience Training team, and Communications team (among others) to ensure that updates to customer-facing content are made in a timely manner and are consistent with our brand voice
• Make sure we’re adhering to brand standards and internal policies across all our communication vehicles
• Think of new and innovative ways to strengthen communication from HQ to Retail and from Retail back to HQ, and create engaging content and contests to bring communications to life in stores

Who you are: 

• Backed by 5+ years of experience on Retail and Retail Communications teams
• An expert on the Warby Parker voice and tone, and well-versed in all employee and customer-facing processes and policies
• Great at working across multiple teams and juggling lots of priorities at once 
• Incredibly focused with an obsessive attention to detail (spreadsheets make your heart beat fast)
• Awesome at task prioritization and organization
• Able to remain calm and cool while meeting deadlines
• Self-motivated with a strong drive to learn and take action
• Adept at thinking outside the box and solving problems creatively
• Not on the Office of Inspector General’s List of Excluded Individuals/Entities (LEIE)

Some benefits of working at Warby Parker for full-time employees:

• Health, vision, and dental insurance
• Life and AD&D Insurance
• Flexible vacation policy
• Paid Holidays
• Retirement savings plan with a company match
• Parental leave (non-birthing parents included)
• Short-term disability
• Employee Assistance Program (EAP)
• Bereavement Support
• Education Reimbursement
• Free eyewear
• And more (just ask!)

Warby Parker is proud to be an equal opportunity employer. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, military status, or any other applicable legally protected characteristic.  

About Us:

Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.

We're constantly asking ourselves how we can do more and make a greater impact, and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale while doing good in the world, without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.

Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything you need for happier eyes at a price that leaves you with money in your pocket, from designer-quality glasses and contacts to eye exams and vision tests, and you can meet us online, at our stores, or even in your home. Wherever and whenever you need it, we’re there to make exceptional vision care simple and accessible. (Delightful, too.)

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program.