Market Leader - Richmond, VA area

Follett Corporation•Richmond, VA

About The Position

The Market Leader leads and inspires store leaders and teams across a specific geographic market to deliver operational excellence in sales growth, talent development, campus relations, and customer service. The role leads change management, provides direction aligned with strategic priorities, communicates collaboratively, drives accountability, and oversees hiring, training, development, and retention while elevating the retail shopping experience. The Market Leader develops campus relationships, communicates company priorities and guiding principles, achieves budgets and financial goals, supports high levels of customer service, prepares and executes store operating plans, oversees student course materials delivery, directs General Merchandise presentations and accounts receivable processes, and supports store operations across market locations. The role is expected to exemplify Follett Values: We Are One Team, We Do What's Right, We Innovate & Create, We Own The Results, We Put People First, and We Stand For Inclusion. It also requires proficiency in Follett Strategic Core Competencies: Thought, Results, People, and Self.

Requirements

Bachelor's degree or equivalent.
5–7 years of multi-unit store experience.
Results- and sales-driven experience.
Experience with full-cycle talent management.
Passion for customer service.
Ability to foster strong campus relationships.
General computer skills.
Ability to travel more than 50%.

Responsibilities

Lead ongoing in-person and virtual store visits within the assigned market.
Review market and store financial reporting and initiate plans and actions to improve future results.
Partner with store leaders to plan and implement sales events such as Back to School, Gameday, and Homecoming.
Champion execution of standard operating procedures, programs, and initiatives.
Coach teams to meet store presentation and merchandising standards.
Contribute to assortment and product planning meetings with store leaders and One Team Center partners.
Ensure store schedules support customer service and selling opportunities while complying with labor-hour budgets.
Partner with ACCESS leaders to drive new business and support and grow existing business.
Lead in-store course materials activities across the market in collaboration with course materials leadership.
Oversee back-office functions in accordance with company directives, policies, and procedures, including accounts receivable, account invoices, chargebacks, and stock shipment coordination.
Meet the annual shrink budget.
Recruit, train, coach, and develop talent across all stores.
Promote continuous performance feedback and effective periodic performance evaluations.
Maintain succession plans and a talent pipeline, developing internal candidates and cultivating external talent.
Develop cross-functional teams to execute standards and drive business results.
Cultivate a culture of accountability.
Build and maintain relationships with campus communities, administrators, athletics departments, faculty, and staff.
Review campus operations and business results with campus partners and collaborate on opportunities on campus and in local communities.
Partner with store leaders to deliver effective SPR meetings twice per year with relevant campus stakeholders.
Lead teams in providing an engaging, best-in-class customer service experience and incorporating the GET customer service model into in-store and online experiences.
Coach store leaders and teams on customer service behaviors and follow up to recognize performance.
Ensure store scheduling is optimized for exceptional customer service.
Partner with stores to resolve escalated customer issues and incidents in a timely manner.
Review SMG data, share it with team members, and take proactive steps to improve results.
Perform other duties as assigned to support general store operations.