Retail Communications Lead

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

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 (ThinkTime) 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 / ThinkTime Ownership

- Own and manage the DOTS Hub (ThinkTime / StoreForce) 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

Trek Benefits:

We are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws.  This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

We are an E-Verify employer.

For more information, please click on the following links:E-Verify Participation Poster: English / SpanishE-Verify Right to Work Poster: English | Spanish