Director of Retail Excellence

Founded in 1878 by Silviano Venchi, Venchi has become a global leader in chocolate and gelato, blending Italian tradition with a commitment to craftsmanship and well‑being. With over 145 years of history, Venchi offers more than 350 chocolate recipes and 90 gelato flavors, adhering to the highest quality standards while embracing the principles of the Mediterranean diet. The company focuses on enhancing quality of life, social connections, and environmental respect through its products.

Supported by over 1,600 employees, Venchi operates more than 180 stores in over 70 countries, with headquarters in Milan, a factory in Cuneo and 4 regional offices in Hong Kong, Shanghai, New York, and Beijing. Join us at Venchi and be part of a story that celebrates moments of cheerfulness with indulgent products crafted for your well‑being.

Venchi is seeking a Director of Retail Excellence to build, standardize, and continuously improve the systems, tools, and operational foundations that power our growing retail network across the United States.

This role is critical to helping Venchi scale efficiently as we expand. The Director of Retail Excellence will own the creation and maintenance of operational standards, procedures, and support tools that enable store teams to deliver consistent, excellent brand experience. They will partner closely with Retail, Supply Chain, HR, IT, and Marketing to ensure that processes are well‑designed, simple, clear, and traceable.

The ideal candidate is a structured thinker with strong retail operations experience, a builder mindset, and a passion for creating clarity and efficiency.

• Develop, maintain, and continuously improve SOPs, operational manuals, checklists, and best practices across retail operations.
• Ensure processes are simple, standardized, scalable, and measurable.
• Introduce clear systems for tracking compliance and identifying gaps across stores.
• Support the Head of Retail in defining and embedding Venchi’s customer service model across all stores.
• Ensure all service standards are documented, communicated, and trained effectively.
• Manage mystery shopping or quality control programs to measure consistency.

• Manage the full operational cycle of retail campaigns, from forecasting to in‑store execution.
• Convey marketing inputs and clear operational instructions to stores, ensuring accurate POS setup (prices, discounts).
• Communicate timelines and monitor execution, gathering feedback and solving operational issues.
• Track campaign performance with the Marketing, Supply Chain and Retail team to identify improvements for future cycles.
• Partner with Supply Chain to ensure the right products are available in stores at the right time, aligning forecasts, allocations, and campaign needs.
• Collaborate to improve shipment planning and delivery accuracy, resolving issues that impact store operations.

• Build a structured training approach for store managers and teams in partnership with HR leadership.
• Oversee store support channels to guarantee timely resolutions and consistent communication.
• Partner with HR on training frameworks and store labor model improvements.
• Act as the business lead for retail tools and systems.
• Work with IT to improve system usage, documentation, and escalation.
• Lead technology rollouts to ensure adoption.

• Build and maintain dashboards, reports, and KPI frameworks.
• Analyze trends in productivity, labor, inventory accuracy, shrink, and service.
• Present insights to support decision‑making.

• Standardize the operational playbook for new store openings.
• Support readiness assessments, training, and stabilization.

• 7+ years of experience in retail operations, retail services, or multi‑unit support roles.
• Experience building and implementing SOPs and operational standards.
• Strong project management and process design skills.
• Structured, analytical, detail oriented.
• Strong cross‑functional collaboration ability.
• Experience with POS, scheduling, and inventory tools.
• Prior team leadership preferred.

• 100% Company covered health and dental benefits for employee
• 401k matching (up to 4%).
• Competitive paid time off policy.
• Bonding leave/Parental leave.
• Commuter benefits are offered.
• Venchi Employee discount in store and online
• Wellhub wellness benefit

This role offers a base salary of up to $150,000, plus a bonus tied to the achievement of key company objectives.

* The offered salary or salary range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications, applicable skills and expertise.