Retail Community Corner

Build-A-Bear Workshop Successfully Modifies Their Operations to Weather the Pandemic

June 24, 2021 in COVID-19, Retail Community Corner, Thought Leadership

StoreForce client, Roz Johnson, Senior Vice President, Store Operations & Guest Experience at Build-A-Bear Workshop, and Chris Hurt, Chief Operation & Experience Officer at Build-A-Bear Workshop, sit down with Melissa Caçador, Client Engagement Manager at StoreForce, in a candid interview about their challenges during the pandemic, and how they had to pivot their operations to maintain their success.

Key Takeaways:

  • Learn how Build-A-Bear had to pivot their operations to maintain sales despite the pandemic;
  • How Build-A-Bear uses StoreForce to communicate effectively with their teams;
  • How Build-A-Bear uses StoreForce to monitor and attain their goals with Dashboards!


Roz Johnson, Sr. VP Store Operations and Guest Experience, joined Build-A-Bear Workshop in July 2015 as Managing Director of Store Operations. Roz has extensive experience in specialty and department store retail at celebrated brands such as American Eagle, Gap and Macy’s/Federated Stores. In her current role, Roz leads the Field, Store Operations and Guest Services teams in developing process improvements and innovative solutions that increase speed to action, enable agility and improve productivity, with the goal of ensuring consistency in the BABW experience wherever the Guest chooses to engage the brand.


Chris Hurt, Chief Operations and Experience Officer, joined Build-A-Bear Workshop in April 2015 as Chief Operations Officer. Prior to joining the Company, Mr. Hurt was at American Eagle Outfitters, Inc. from 2002 to April 2015 in various senior leadership roles of increasing responsibility, including Senior Vice President, North America and Vice President/General Manager—Factory, Canada, Mexico Retail from 2011 to April 2015, and East Zone Vice President and Regional Director from 2002 to 2011. Before joining American Eagle Outfitters, Mr. Hurt held positions of increasing responsibility at companies including Polo Ralph Lauren and The Procter & Gamble Company.


Melissa Cacador, Client Engagement Manager, StoreForce

Melissa Caçador is a Client Engagement Manager at StoreForce. She brings 15+ years of experience, working for large specialty retailers in several roles including Human Resources and Store Operations. Melissa is a subject matter expert in store facing technologies such as POS, Traffic Counters, Labor Scheduling and WFM systems. Melissa helps clients utilize the StoreForce solution to support their operational initiatives, as well as delivering it through involvement with functional design, support, client training, and project management.

StoreForce can help you to achieve your retail goals and labor planning effectiveness. Interested in learning more? Contact us and engage with one of our retail experts as to how we can future proof your overall retail store management.

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