Director of Retail Operations & Execution

Reports to: Executive DirectorLocation: North America - RemoteDirect Reports: Global Retail Consultant NetworkAbout UsWelcome to Merchant Guild, where passion meets purpose! We are a consulting and support agency dedicated to empowering the trading card game (TCG) and tabletop gaming industry. Our mission is not just to grow sales but to ignite the spirit of adventure within the hobby ecosystem, helping local game stores thrive. Through tailored strategies, market insights, and hands-on support, we equip retailers, distributors, and publishers to embrace the exciting future of gaming.Join us in shaping an industry where collaboration, creativity, and opportunity drive lasting success. Role OverviewThe Director of Retail Operations & Execution is the architect of Merchant Guild’s global execution excellence, responsible for transforming strategic partner initiatives into high-quality, repeatable, and culturally informed retailer experiences across all regions. Acting as the bridge between Merchant Guild’s partnership strategies and field execution, this role ensures that every project is delivered with operational discipline, measurable outcomes, and consistent quality.The Director oversees the global Retail Consultant team with full leadership authority and owns the systems, processes, and playbooks that define how Merchant Guild operates worldwide. This is a senior, high-impact role for a leader who thrives in cross-cultural environments, enjoys building scalable systems, and is passionate about elevating the global tabletop retail landscape. Key Responsibilities1. Operational Excellence & Global Execution Architecture• Serve as the organizational architect for consistent global execution, ensuring that all regions deliver services to the same high standard.• Build and continuously refine the operational infrastructure supporting all retailer-facing initiatives. • Translate partner-defined scopes into detailed execution plans with clear timelines, milestones, resource allocation, and risk management. • Ensure ongoing alignment across Partnerships, Market Intelligence, Retail Consultants, and regional stakeholders. • Define, track, and optimize KPIs related to operational efficiency, assignment delivery speed, retailer satisfaction, and consultant performance.2. Global Playbook OwnershipOwn the creation, maintenance, and global distribution of Merchant Guild’s core operational playbooks, including:• Retailer Lifecycle Guide - A structured, end-to-end experience model for onboarding, engaging, supporting, and retaining Local Game Stores. • Execution Standards & SOP Library -The authoritative operational framework outlining workflows, delivery expectations, field protocols, quality standards, and best practices. • Consultant Playbook - A comprehensive guide for all Retail Consultants, covering engagement methods, data collection expectations, communication templates, success metrics, and field conduct guidelines.These playbooks form the foundational blueprint for how Merchant Guild executes across regions. 3. Retail Consultant Leadership & Development• Provide full leadership, coaching, and performance management for the global Retail Consultant network. • Cultivate a unified global culture while ensuring cultural adaptation in operations and communication. • Implement training programs, skills development pathways, and standardized performance metrics. • Identify regional challenges and implement operational solutions that improve scalability and consistency.• Oversee the collection, documentation, and refinement of global LGS data, ensuring high quality and reliability. 4. Execution of Partner Assignments• Convert partner statements of work (defined by the Partnerships team) into execution-ready, structured delivery plans. • Oversee project execution end-to-end, including team assignment, timeline management, milestone tracking, quality assurance, and delivery reporting. • Maintain strong collaboration with the Director of Partnerships & Services to ensure smooth handoffs and transparent expectations.• Implement project dashboards and progress-tracking mechanisms for internal and external visibility. 5. Retailer Engagement Growth & Continuous Improvement• Build systems for capturing and integrating retailer feedback into program and operational improvements. • Conduct post-mortems and operational reviews to identify improvement opportunities. • Recommend enhancements to engagement models, communication methods, and execution processes. • Develop scalable operational frameworks to support MG’s expansion into new regions and service offerings.• Ensure cultural and regional adaptation of retailer engagement structures, tools, and communications. Qualifications & ExperienceRequired Skills & Experience• Significant experience in global operations, field team leadership, or service delivery management. • Demonstrated expertise in building operational systems, SOPs, playbooks, and execution frameworks. • Proven track record of managing distributed/global teams with cultural sensitivity. • Strong project management skills, including timeline governance and milestone tracking.• High attention to detail and a structured, disciplined approach to execution. • Strong collaboration and communication abilities across cross-functional teams. • Experience with CRM systems, operational tools, or workflow platforms (preferred). • Thrives in fast-paced startup or scale-up environments. Who Thrives inThis Role• A builder who enjoys creating frameworks, systems, and standards from the ground up. • A highly structured thinker who can bring clarity to complex projects. • A culturally aware leader who understands the nuances of global markets.• A people-focused manager who prioritizes capability-building and clear communication. • A problem-solver who sees challenges as opportunities to strengthen operations. What You'll Achieve inYour First 12 Months• Establish a complete, globally aligned Retailer Lifecycle Guide and Consultant Playbook. • Standardize execution across regions through a fully implemented SOP and Execution Standards Library. • Build a high-performing Retail Consultant network with clear KPIs and accountability. • Deliver partner assignments with improved consistency, speed, and quality.• Implement scalable systems that support Merchant Guild’s expansion into new markets. #LI-Remote Apply tot his job