Location: Waterloo, WI - Department: Retail Operations. Reports to: Director, N. A. Customer Care & Retail Operations. Role Overview. The Retail Communications Lead is responsible for owning and delivering clear, timely, and consistent communication to Trek’s North America retail stores. This role partners closely with Retail Leadership and HQ support teams to ensure stores receive the information, SOPs, and updates they need to operate efficiently and confidently. This position plays a critical operational role — managing day-to-day retail communications, overseeing SOP content and governance, and maintaining the DOTS Hub (Think. Time) as a reliable source of truth for stores. Key Responsibilities. Retail Communications & Messaging- Manage, edit, and distribute weekly communication to all North America owned retail stores- Liaise with internal teams to ensure pertinent information is communicated in a timely and effective manner- Develop and implement internal communication strategies across retail support teams- Own and distribute urgent retail communication to store teams when warranted- Partner with Retail Leadership on communication priorities, planning, and content creation- Share relevant retail communications with appropriate internal Trek teams. Content Strategy & Continuous Improvement- Develop and implement tools and processes to improve how retail communication is delivered- Research best practices to continuously improve communication effectiveness across teams- Investigate and expand topics for communication across internal and external retail teams. SOP (Standard Operating Procedures) Management- Own the SOP library, ensuring content is current, concise, and easy to follow- Create new SOP content when new procedures, tools, or initiatives are introduced- Edit submitted SOPs prior to publishing to ensure clarity and consistency- Manage and maintain SOP documentation standards. DOTS Hub / Think. Time Ownership- Own and manage the DOTS Hub (Think. Time / Store. Force) communication site- Maintain content layout, structure, and publishing standards- Work with Retail Support Teams to ensure consistent communication structure- Assist with task and content management on the site- Monitor and approve requests to communicate with DOTS, including meeting scheduling. Planning & Global Alignment- Build a weekly retail communication plan in partnership with Retail Leadership- Collaborate with global counterparts in EMEA and APAC to align communication standards and tools- Ensure communication and documentation is translated when appropriate. What We're Looking For- Strong written communication skills with the ability to simplify complex information- Experience managing internal communications, operations communications, or retail/store-facing content- Ability to manage multiple inputs while maintaining message clarity, consistency, and priority- Highly organized, detail-oriented, and comfortable owning operational processes- Confident partner with cross-functional teams, including senior leadership- Experience working with content management systems, SOPs, or internal platforms preferred- Preferred: Knowledge of DOTS operations and experience working with Ascend tools. Why This Role Matters. Retail teams rely on clear, actionable communication to execute at a high level. This role ensures:- Stores receive the right information at the right time- SOPs are usable, consistent, and current- Retail communication remains operationally focused, aligned, and easy for stores to navigate.