Flagship Store Director

FAO Schwarz New York, NY

Flagship Store Director – FAO Schwarz Flagship Store

Join the FAO Schwarz team and be a part of history as we Return to Wonder!  ThreeSixty Group acquired FAO Schwarz in 2016 and is enthusiastically bringing the FAO Schwarz Flagship Store back to life in New York City at Rockefeller Center! 

 FAO Schwarz, founded in 1862, is one of the oldest and most iconic toy brands in the world.  FAO Schwarz has always been synonymous with quality and innovation, offering one-of-a-kind playthings and creating cherished memories for generations of kids.  The fondness associated with FAO Schwarz is wrapped up in the theatre of it all.  It’s more than just toys, it’s the deep nostalgia for toys that come to life as kids of all ages enter the store.  A visit to FAO Schwarz means much more than a trip to a toy store.  With the anticipation and excitement of a special occasion, FAO Schwarz never fails to deliver a feast for the senses – exciting adults and children alike.

 The Flagship Store Director is responsible for leading the overall strategy and operations of the flagship store.  The Flagship Store Director creates a diverse and inclusive culture for both store team and customers alike. This role will involve building strong relationships both internally and externally as well as being a dynamic spokesperson for the FAO Schwarz brand.  The Flagship Store Director delivers success by developing a flagship team that delivers world-class customer service, strives for excellence, creates a world of wonderment, and evangelizes the FAO Schwarz brand, products, and experiences.

 As the Flagship Store Director, you will enjoy building strong teams, developing individuals, and delivering results and impact.  This position will be responsible for the entire FAO Schwarz Flagship Store team and will have 4 direct reports including the Flagship Store Manager, Human Resources Manager, Loss Prevention Manager, and Experiences Manager.  The Flagship Store Director will also work closely with the Corporate Head of Human Resources to plan, organize and manage all aspects of the Retail HR and Payroll functions including recruiting, employee engagement, training and development and employee relations.

 The Flagship Store Director will report to the Vice President of Retail Operations and will work a rotating, full-time schedule including days, nights, rotating weekends, and one overnight per month.

 What You’ll Do

 This role has 4 key areas of responsibility:

Store Operations

Lead the overall strategy and operations of the flagship store, ensuring that the entire business is running productively and professionally.  You will identify, plan, manage, implement, and evaluate cross-functional business improvement projects relating to FAO retail systems, processes, and procedures.  This role will be key in producing materials and processes to support our flagship store and global expansion.  You will develop a store P&L, store staffing plans, team onboarding and training plans, and store role development.  You will work closely with the Director of Operations, the Corporate Head of Retail, ThreeSixty Brands, and MerchSource partners.

Customer Experience

Ensure a world-class omnichannel shopping experience for all customers.  Our physical and eCommerce stores are the public face of the FAO Schwarz brand, where everyone can directly experience all that is possible with FAO Schwarz.  Establish the highest level of customer experience by setting expectations of excellence in the execution of store standards, product demonstrations, personal shopping, marketing and events, community partnerships, exclusive flagship experiences, and a profound knowledge of our products and the FAO Schwarz brand.


Ensure that both incoming and outgoing FAO product to/from our 3PL facility in New Jersey is well organized and productively staged in our stockroom and on the sales floor at Rockefeller Center.  Work closely with our 3rd Party Logistics (3PL) provider on accurate daily replenishment to our physical store, including both day and overnight deliveries.  Support seamless deliveries to our omnichannel customers, whether they buy in our physical store, online, or we courier their product to their hotel from the store.  Develop a strong relationship with our Corporate logistics partners, 3PL partners, and our outsourced Call Center.


Actively drive omnichannel sales in all areas of the business, working with the Flagship Store Director and Managers to build and grow effective teams that are maximizing results.  Ensure that everyone on the team is consistently delivering a world-class experience through entertaining product demonstrations, engaging customer interactions, professional personal shopping, and ever-evolving experiences.  Collaborate with the Flagship Store Director to initiate and lead business change efforts to achieve maximize desired revenue and payroll results.

 What We’ll Expect You to Have

  •    A sense of whimsy, a nostalgia for toys, and a fondness for the FAO Schwarz brand
  •   Excellent collaboration, communication, time management, analytical, and interpersonal skills
  •   Flagship Store Management experience with a high attention to detail
  •  Strong computer skills including a working knowledge of Microsoft Office: Excel, Word, Outlook, and PowerPoint
  •  The ability to create a retail store P&L
  •   Experience with retail POS Systems and operations
  • Bachelor’s or master’s Degree in business, retail management or related and equivalent experience recommended
  •  At least 5+ years of strong retail leadership experience in a high profile, big-box, or multi-unit setting
  •  Proven ability to lead and remain positive, resilient, adaptable, and succeed in a fast paced, public facing retail environment

Why You Should Work for US

  • We encourage a sense of whimsy, wonderment, play, and an engaging and theatrical environment
  • You’re never treated like a number or task, you’ll look forward to coming to work every day to see your friends
  • Growth opportunities are everywhere, just take a look at some recent news…
  • Highly competitive benefits; medical, dental, vision, PTO, life insurance (100% paid), and 401K employer matching
FAO Schwarz is an EEO employer - M/F/Vets/Disabled
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