Retail Manager (Hershey's Chocolate World)
Pretzels, Inc · Hershey, PA · Today
On-siteBusiness DevelopmentFull-time
About the role
Lead one of the most iconic retail destinations in the country. Hershey’s Chocolate World is more than a store—it’s a flagship brand experience welcoming millions of guests each year. We are seeking a senior retail leader to own the end-to-end performance of our high-volume, guest-facing flagship retail store, setting the standard for service, storytelling, and execution at scale.
Responsibilities
- Own the Flagship Retail Experience
- Lead the overall retail strategy and day-to-day execution of Hershey’s Chocolate World’s flagship store, ensuring every guest experience reflects Hershey’s brand, service, and storytelling standards.
- Set expectations for on-floor leadership, visual execution, service behaviors, and seasonal readiness in a fast-paced, high-traffic environment.
- Be a visible, hands-on leader who coaches in real time and inspires teams to deliver memorable experiences at scale.
- Set expectations for on-floor leadership, visual execution, service behaviors, and seasonal readiness in a fast-paced, high-traffic environment.
- Lead the overall retail strategy and day-to-day execution of Hershey’s Chocolate World’s flagship store, ensuring every guest experience reflects Hershey’s brand, service, and storytelling standards.
- Drive Retail Sales & Business Performance
- Own retail sales, margin, labor productivity, and conversion results, treating the store as a standalone retail business within a destination environment.
- Use guest traffic patterns, seasonal demand, and performance insights to inform merchandising, staffing, and execution decisions.
- Partner with Marketing and Finance to align promotional plans, forecasts, and retail priorities.
- Own retail sales, margin, labor productivity, and conversion results, treating the store as a standalone retail business within a destination environment.
- Develop High-Impact Retail Leaders
- Lead, coach, and develop a team of Operations Managers and Supervisors responsible for large, guest-facing teams.
- Build leadership capability, engagement, and bench strength across a highly seasonal workforce.
- Establish clear performance expectations, coaching rhythms, and accountability for retail leadership behaviors.
- Lead, coach, and develop a team of Operations Managers and Supervisors responsible for large, guest-facing teams.
- Enable Retail Through Inventory & Warehouse Operations
- Oversee back-of-house warehouse and inventory operations to ensure product availability and smooth flow that supports on-floor retail demand.
- Partner with Supply Chain and DTC teams to align inventory strategy with retail sales drivers and peak seasons.
- Maintain disciplined controls around inventory accuracy, shrink, and safety.
- Oversee back-of-house warehouse and inventory operations to ensure product availability and smooth flow that supports on-floor retail demand.
- Champion Safety, Standards & Continuous Improvement
- Promote a culture of safety, operational discipline, and brand standards across retail and warehouse environments.
- Identify opportunities to simplify processes, improve speed and consistency, and elevate the overall guest journey.
- Lead continuous improvement initiatives that enhance both the retail experience and operational efficiency.
Requirements
- 5+ years of experience leading high-volume, guest-facing retail or destination environments (flagship, experiential, or attraction retail strongly preferred).
- Proven success developing leaders and managing large, seasonal, or flexible workforces.
- Strong retail business acumen with experience owning sales, labor, and operational results.
- Comfort operating in fast-paced environments where guest experience and brand reputation matter every day.
- Bachelor’s degree or equivalent relevant experience.