Retail Business Development Manager

, Ontario, ca
Company: NAPA Auto Parts
Category: Transportation
Published on 2021-03-11 16:04:47

Position Mission:

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
  • Customer satisfaction
  • Employee satisfaction
  • Overall store gross margin
  • Responsibilities:

  • 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
  • Role requires use of company car and laptop
  • Jobs you might also be interested in