Regional Retail Manager

Overview

The Regional Retail Manager is responsible for leading and optimizing the performance of multiple retail operations within Osage Casinos gift shops and convenience stores. This role drives sales growth, profitability, operational excellence, and exceptional guest service by providing strategic leadership, ensuring compliance with company and regulatory standards, and developing high-performing management teams. The Regional Retail Manager oversees merchandising, inventory control, financial performance, vendor relationships, and enhances the overall guest experience while supporting Osage Casinos organizational objectives.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

SUPERVISION RESPONSIBILITIES:

• Direct reports viewable through organizational chart

MINIMUM QUALIFICATIONS:

• Must be a minimum of 21 years of age.
• Bachelor's degree in Business Administration, Retail Management, Hospitality Management, or a related field; and 5 years of progressive retail management experience, including multi-unit leadership responsibility required.
• Three (3) years of experience managing multiple retail locations, preferably within a casino, hospitality, resort, travel center, or high-volume retail environment preferred.
• Ability to travel frequently between assigned properties and work flexible schedules required.
• Knowledge of Retail Management software systems required, experience with POS SSI preferred.
• Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
• Required to maintain a valid Driver's License.
• Required to provide documents to show the applicant is eligible to work in the United States.
• Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
• Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

Responsibilities

REGULATORY COMPLIANCE:

• Monitors all relevant activities of the area of responsibility, to ensure that all applicable laws, rules, regulations and controls of the organization, and the National Indian Gaming Commission (NIGC) and the Osage Nation Gaming Commission (ONGC) are understood and enforced by all applicable personnel.
• Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
• Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.
• Ensures assigned staff are aware of, understand and comply with regulatory requirements and enforces regulatory standards through discipline when necessary.

COMMUNICATION:

• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Conducts at least bi-weekly One-on-One meetings with direct reports, soliciting input from employees.
• On an individual basis or in a group format, explains why, shares information, and communicates the purpose of decisions to applicable staff.
• Ensures company information provided by management is effectively communicated.

DEPARTMENT OPERATIONS:

• Directs the operation of multiple retail locations, including casino gift shops and convenience stores, ensuring consistent execution of company standards, policies, and guest service expectations.
• Drive sales growth and profitability by analyzing performance metrics, identifying opportunities, and implementing strategic merchandising and promotional initiatives.
• Oversee inventory management processes, including purchasing, replenishment, cycle counts, and loss prevention programs to maximize inventory accuracy and minimize shrinkage.
• Ensure all locations maintain compliance with gaming property policies, retail regulations, safety standards, and cash-handling procedures.
• Develop and execute merchandising strategies that enhance guest experience and optimize product assortment based on guest demand and seasonal trends.
• Monitor financial performance, including sales, labor costs, gross margins, operating expenses, and budget adherence across multiple venues.
• Recruit, train, coach, and develop store teams, fostering a culture of accountability, operational excellence, and exceptional guest service.
• Conduct regular store visits and operational audits to assess performance, identify improvement opportunities, and ensure brand consistency.
• Collaborate with casino operations, marketing, finance, and vendor partners to coordinate promotions, special events, and retail initiatives that increase revenue and guest engagement.
• Negotiate with suppliers and vendors to secure competitive pricing, improve product selection, and maintain appropriate inventory levels.
• Analyze market trends, guest preferences, and competitive activity to recommend new products and business opportunities.
• Lead workforce planning efforts, including staffing, scheduling, succession planning, and employee performance management.
• Implement loss prevention and asset protection programs to safeguard company inventory, cash, and equipment.
• Resolve escalated guest concerns and ensure prompt and professional service recovery across all retail locations.
• Prepare and present operational, financial, and sales performance reports to senior leadership, providing actionable recommendations for continuous improvement.
• Support new store openings, remodels, and retail expansion projects, ensuring successful implementation and operational readiness.
• Champion a guest-focused retail environment that complements the overall casino experience while driving guest loyalty and repeat business.
• Ensure convenience store operations meet all applicable requirements for age-restricted products, food safety, tobacco sales, and regulatory compliance.
• Forms opinions and makes decisions based on information and the identification of available facts. Makes decisions or draws conclusions using data and information from experience.
• Investigates, evaluates information, and makes final decisions regarding matters within the area of responsibility, guest/employee disputes, and/or employee disciplinary actions in accordance with authority and ensures those decisions follow applicable laws, rules, regulations, and established controls.
• Performs all other related and compatible duties as assigned.

GUEST SERVICE:

• Provides excellent internal and external guest services, always treating internal and external guests with courtesy and consideration.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Responsible for promoting outstanding guest relations.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated experience in sales management, merchandising, inventory control, budgeting, and profit-and-loss accountability.
• Strong knowledge of retail operations, cash handling procedures, loss prevention practices, and inventory management systems.
• Experience recruiting, training, coaching, and developing management-level employees.
• Proficiency with retail point-of-sale (POS) systems, inventory management software, and Microsoft Office applications.
• Strong analytical, organizational, leadership, and problem-solving skills.
• Read, write, speak, and understand the English language. Read Company or departmental reports, newsletters, and documents.
• Protect the Company's value by keeping information confidential.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Perform assigned tasks under limited supervision. Follow written and verbal instructions.
• Present facts and recommendations in oral and written form. Prepare written reports and correspondence as required.
• Establish and maintain positive relationships with other upper management, supervisory staff, employees, and the public. Work well alone or within a team.
• Utilize MS Office products at basic (create new documents, open/edit existing documents) to intermediate (import/export data, create templates) skill level.
• Exercise sound judgment and make decisions in a manner consistent with the essential job duties and responsibilities.
• See problems and avoid situations that could be deemed illegal or represent a safety hazard to fellow employees or guests.
• Respond to inquiries or complaints from employees, guests, regulatory agencies, and others.
• Travel locally, regionally, or out-of-state as needed.
• Maintain physical condition and stamina appropriate to perform assigned duties.
• Update job knowledge by participating in educational opportunities; professional organizations; attending expos/conventions; and developing/maintaining professional and personal networks.

PHYSICAL DEMANDS:

• The employee is regularly required to stand for extensive periods of time, walk, sit, and use hands to finger, handle, or feel objects, tools, or controls.
• Ability to sit, stoop, kneel, crawl, balance, or crouch while performing duties.
• Ability to use hands to finger, handle, or feel.
• Ability to use arms to reach and lift above shoulders.
• Must have normal auditory and good verbal communication.
• Ability to lift upwards of 35 pounds.
• Ability to drag, push, or pull up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

• Work is typically performed within an office and casino setting.
• Exposure to second-hand smoke.
• Evening and weekend shifts, extended hours, and irregular shifts may be required. Ability to work nights and weekends required.
• The noise level in the work environment is moderate to high.
• The employee may be exposed to risks associated with travel between properties and back and forth to other areas as may be required due to business demands.