Market Leader - Gainesville, FL area

Follett Higher Education•Gainesville, FL

About The Position

As a Market Leader, you will lead and inspire store leaders and teams across a specific geographic market to deliver operational excellence in sales growth, talent development, campus relations, and customer service. You will lead change, provide clear direction aligned with strategic priorities, motivate and empower store teams through collaborative communication, drive accountability, and lead efforts to hire, train, develop, and retain team members while elevating the retail shopping experience. You will build and strengthen campus relationships, communicate Follett priorities and guiding principles, achieve budgets and financial goals, support outstanding customer service, prepare and execute store operating plans, oversee timely delivery of student course materials, deliver high-quality General Merchandise presentations, direct accounts receivable processes, and support store operations across the market. You are expected to exemplify Follett’s values and demonstrate proficiency in its 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 with full-cycle talent management.
Passion for customer service.
Ability to foster strong campus relationships.
General computer skills.
Travel requirements greater than 50%.

Responsibilities

Lead ongoing in-person and virtual store visits across 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 standards and execute best-in-class merchandising.
Participate in assortment and product planning meetings with store leaders and One Team Center partners.
Collaborate with store leaders on schedules that support customer service, maximize selling opportunities, and comply with labor-hour budgets.
Partner with ACCESS leaders to develop new ACCESS business and support and grow existing business.
Lead in-store course materials activities across the market 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.
Lead full-cycle talent management, including recruitment, training, coaching, and talent development.
Promote continuous performance feedback and conduct effective periodic performance evaluations.
Maintain a succession plan and talent pipeline, developing internal candidates and cultivating external talent.
Develop engaged cross-functional teams to execute standards and achieve business results.
Cultivate a culture of accountability.
Build and foster relationships with campus communities, campus administration, athletics departments, faculty, and staff.
Review campus operations and business results with campus partners.
Collaborate on opportunities on campus and in local communities.
Partner with store leaders to conduct effective SPR meetings twice per year with relevant campus stakeholders.
Lead teams in providing an engaging, best-in-class customer service experience and incorporate 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 schedules are optimized for exceptional customer service.
Partner with stores to resolve escalated customer issues and incidents promptly.
Review SMG data, share it with team members, and take proactive action to improve results.
Perform other duties as assigned to support general store operations.