Role overview

Qualifications

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.)
Strong understanding of retail scheduling engines and workforce planning principles.
Excellent problem-solving skills and the ability to provide effective user support directly with retail stores.

Responsibilities

Act as the functional owner for the WFM tool within EMEA working in collaboration with global and regional retail operations.
Provide first-line support to users, addressing technical issues and queries related to the WFM tool.
Monitor system performance and troubleshoot issues to ensure the WFM tool operates smoothly.
Analyze workforce data to identify trends and make recommendations for improving scheduling efficiency.

Key facts

Remote from: Netherlands
Full time
Mid-level (2-5 years)
People Operations Manager
English

Hard skills

NICE (WFM Software) Retail Operations

Other skills

Communication
Problem Solving
Collaboration

About the company

New Balance

In 1906, New Balance began as a humble one-man operation founded on the belief that “we were born to move,” and has since grown into an international corporation, selling footwear and apparel in over 120 countries and employing over 8,000 associates worldwide. Our mission has always been to support the performance of athletes, and with an unparalleled focus on quality and craftsmanship, we’ve come to set the standard for comfort and fit in an industry all too often driven by hype. We’re incredibly proud of our history and how far we’ve come, but companies don’t thrive for over a century by being content. Whether it’s setting a new style trend, retooling our manufacturing process, or building a new state-of-the-art headquarters, we pursue innovation with a spirit of fearless independence. As the only privately held major footwear company in the world, we’re free to do things our way, pushing limits and testing boundaries as we continually reimagine what could be. After all, the status quo isn’t static. But doing things our way wouldn’t mean much if we weren’t also doing them the right way. We invest in our associates as they invest in us, and as we move forward, we make a point of giving back, supporting communities around us through ambitious philanthropic efforts and involvement programs. We are a company that cares, and our culture is one of integrity and teamwork where together we become greater than the sum of our parts.

Company details

Company size5001 - 10000

Links

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Job description

Who We Are:

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today.

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)

Equal Opportunity Employer:

New Balance is committed to equality of opportunity for all current and prospective associates regardless of age, disability, race, religion or belief, gender, sexual orientation, pregnancy and maternity, marriage and civil partnership and gender reassignment. We are an equal opportunity employer and support a culture of diversity and inclusion.

If you have not already done so, please let us know if you require any support so we can make the right adjustments and considerations should they be required.