Consistently strives to enhance our B:C customer experience, across a defined territory of approximately 30 NAPA retail stores, including both Independent and Company Owned.
Ultimately accountable for B:C retail store and digital sales growth, delivered through a “one team” culture at store level, seeking to change the culture to support a dual format business of both B:C and B:B (wholesale).
Embeds best in class retail standards and monitors progress toward that standard. Recruits, onboards, coaches, mentors, and trains retail specialists to ensure the correct team is in place to support retail efforts.
Implements the central retail plan, ensuring all supplier commitments made at HQ are fully executed in the field and delivering change management projects with consistency and an obsessive customer lens.
Position Performance Measures:
Within the defined territory of stores – growth in:
B:C sales – retail store and digital
B:C market share
Customer base – B:C transactions
Basket size – average order value
Overall store gross margin
Consistently strives to improve the overall / end to end Customer Experience
Adapts to the unique needs of company owned and independently owned stores, leading the retail effort across both store types, within an assigned territory of approximately 30 stores
Coaches Store Managers to set expectations, train their team and hold them to account
Collaborates cross functionally with DC leadership to hold company owned Store Managers to account, in leading desired B:C outcomes at store level and acquire assistance in holding independent owners, and their teams, to account
Embeds the retail basics of: Planograms, Price Labels, Out of Stock management, housekeeping and customer service, by training, coaching and mentoring
Implements the central retail plan, including promotional tie up for Retail Sales Driver, ad-hoc retail promotions and Real Deals
Rolls out change management – ensuring not only processes, systems and standards are clearly understood, but the store team understands how to enhance Customer Experience, beyond just a process, system or standard
Leads all digital initiatives, such as (but not limited to) Curbside Pickup, In store pickup, store B:C delivery (where appropriate) and online specific promotional activities
Leads registrations for NAPA Rewards, ensuring the store team are actively engaged in recruitment and acquisition of full registrations, including customer email
Leads all AAA sales initiatives, ensuring all supporting materials are in place, team members engaged and correct check out processes applied
Acts as the lynch pin between the field and HQ, including marketing, pricing, HR, Store Operations, Supply Chain, IT, Digital and Finance Voice of the store team – focused on making life easier for stores and Voice of the customer – obsessed with breaking down barriers to brilliant Customer Experience
Works closely with HQ merchandize team, to understand category strategy, in order to execute all category initiatives flawlessly, including the delivery of all in store initiatives associated with supplier income – ensuring that what is negotiated with suppliers is meticulously delivered in all territory stores
Establishes adherence to daily, weekly and monthly retail processes helping to facilitate superior levels of customer service at all times
Provides clear and effective communication to all stake holders, including Store Managers, Retail Specialists, District Management and DC Sales teams
Ensures there is a designated retail specialist (CCA, RTL and / or RC) in all retail impact stores and actively seeks talent to fill these positions, working with the Ownership/District HR team to source candidates.
Signs off on all CO store level recruitment for retail specialist
Develops regular communication channel between retail specialists – acts as their mentor and support mechanism
Creates succession plans for assigned stores in conjunction with the Store and Area Manager. Develops retention plans for all retail positions
Facilitates new retail specialist team member onboarding
Above all else – fosters true RETAIL PASSION!
Experience, Education, and Abilities:
High School Diploma or equivalent required. College degree or equivalent sales experience or successful retail management experience preferred
Ability to understand and demonstrate retail essentials such as store merchandizing, promotional displays, and price label accuracy
4+ years of recent experience in retail is essential
Must have led a retail store team to at least the level of Store Manager, or in a large big box retailer; a Senior Department Manager
Experience ideally obtained in a multi-site retail chain environment
Demonstrated succession within a retail environment
Experience with independently owned retail stores is an advantage
Exemplary influencing skills – critical to the role
Must possess passion for customer service and understand Customer Experience
Demonstrates professionalism, good judgment and a strong work ethic
Ability to communicate, present, and persuade
Possesses problem solving and decision-making skills
Demonstrates organizational and planning skills, practice time management, meet deadlines and display a sense of urgency
Demonstrates initiative and take action when appropriate, continuously strive for self-improvement
Possesses good business acumen and ability to make decisions based on analytics available
Able to speak clearly and listen attentively
Ability to travel up to 70% of the time (travel will vary based on territory geography), but critical to note that his role is 100% in the field, working with store teams