Retail Workforce Management Specialist

JOB MISSION: 

New Balance is seeking a Retail Workforce Management Specialist to act as the functional owner of our WFM platform supporting EMEA retail stores in collaboration with Global and Regional Retail Operations. In this role, you will sit at the intersection of technology and retail operations, ensuring the efficient operation of the scheduling engine and providing a positive first-line user support to our store teams.   

The new WFM system will launch in 2026, and this role will be critical in ensuring a smooth implementation. You will partner closely with Retail Operations, IT, Finance, and HR to translate business needs into effective system configuration, provide support to our retail stores, and evolve the platform as our retail business grows. This role plays a critical part in shaping how labour is planned, scheduled, and optimized across the store network. 

MAJOR ACCOUNTABILITIES: 

Configuration and Management:  

• Act as the functional owner for the WFM tool within EMEA working in collaboration with global and regional retail operations.  

• Lead the implementation of the new WFM system including communication and training.  

• Configure and maintain the WFM scheduling engine to optimize workforce planning and resource allocation.  

• Implement updates and enhancements to the WFM tool to meet evolving business needs in line with Retail Operations.  

• Review products and assess how new feature functionality would be implemented and users trained on new function  

• Ensure that the WFM helps enhance overall store productivity while positively impacting the associate experience.    

User Support:  

• Provide first-line support to users, addressing technical issues and queries related to the WFM tool.  

• Conduct training sessions and leverage user documentation to assist associates in effectively utilizing the tool.  

System Monitoring:  

• Monitor system performance and troubleshoot issues to ensure the WFM tool operates smoothly.  

• Collaborate with IT and other departments to resolve technical problems and improve system functionality.  

Data Analysis:  

• Analyze workforce data to identify trends and make recommendations for improving scheduling efficiency.  

• Configure self-service reports for users within the WFM tool.     

Collaboration  

• Directly support and collaborate with all EMEA retail stores.  

• Ability to partner with and communicate across multiple stakeholder groups; Retail Operations – regional and global, Training, IT, Finance, HR.  

•  Work with other regions within NB to share and leverage best practices as WFM rolls out globally. 

REQUIREMENTS FOR SUCCESS: 

• Minimum of 2 years of experience in a technical support role, preferably with a focus on workforce management tools. 

• Legion WFM experience preferred or experience on a comparable package (StoreForce, Workday, Kronos, etc) 

• Experience of operating in a retail environment preferred 

• Proficiency in configuring and managing workforce management tools 

• Strong understanding of retail scheduling engines and workforce planning principles. 

• Experience with database management and data analysis. 

• Strong communication skills to interact with users and deliver training. 

• Excellent problem-solving skills and the ability to provide effective user support directly with retail stores. 

BENEFITS: 

• Discretionary Bonus Opportunity  

• Discount on the health insurance 

• 8% holiday allowance 

• Flexible Working Hours 

• Pension Scheme 

• 25 days Annual Leave per year  

• Up to €300 travel allowance each month 

• Hybrid working  

• On-site Gym 

• Employee Discount 

• Work from-home allowance 

• Home working equipment 

• Sports subscription services 

• Flexibility to work 20 days from anywhere each year 

• Wellbeing and Mental Health Benefit (24/7 Employment Assistance Program & Support)