Market Leader - Richmond, VA area

Follett Higher Education•Richmond, VA

About The Position

As a Market Leader, you will lead and inspire store leaders and teams within a specific geographic market to deliver operational excellence in sales growth, talent development, campus relations, and customer service. You will lead change management, provide direction aligned with strategic priorities, motivate and empower teams through collaborative communication, drive accountability, and lead hiring, training, development, and retention while elevating the retail shopping experience. You will establish and enhance campus relationships; communicate company priorities and guiding principles; achieve budgets and financial goals; support high-quality customer service; prepare and execute store operating plans; oversee student course materials delivery; direct General Merchandise presentations and accounts receivable processes; and support operational functions across locations in the market. The role exemplifies Follett’s stated values and strategic core competencies. The position includes leading in-person and virtual store visits, reviewing financial results, planning sales events, ensuring operational and merchandising standards, managing labor budgets and course-material activities, and meeting shrink targets. It also involves full-cycle talent management, succession planning, campus partnerships, and coaching teams to provide an engaging customer experience. Other duties may be assigned to support general store operations. Travel requirements are greater than 50%.

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 within the assigned market.
Review market and store financial reports and initiate plans and actions to improve results.
Partner with store leaders to plan and implement sales events, including Back to School, Gameday, and Homecoming.
Champion execution of standard operating procedures, programs, and initiatives.
Lead and coach teams to meet store presentation and merchandising standards.
Participate in assortment and product planning meetings with store leaders and One Team Center partners.
Collaborate with store leaders on scheduling to support customer service, maximize selling opportunities, and comply with labor-hour budgets.
Partner with ACCESS leaders to develop new business and support and grow existing business.
Lead in-store course-material activities across the market in collaboration with course-materials leadership.
Oversee accounts receivable, account invoices, chargebacks, and stock-shipment coordination in accordance with company directives and procedures.
Meet the annual shrink budget.
Recruit, train, coach, and develop talent across stores.
Promote continuous performance feedback and conduct periodic performance evaluations.
Maintain succession plans and talent pipelines, developing internal candidates and cultivating external talent.
Develop cross-functional teams and foster accountability.
Build relationships with campus communities, administration, athletics departments, faculty, and staff.
Review campus operations and business results with campus partners and collaborate on campus and community opportunities.
Partner with store leaders to conduct SPR meetings twice per year with relevant campus stakeholders.
Lead teams in providing a fun, best-in-class customer experience and incorporate the GET customer-service model into in-store and online experiences.
Coach teams on customer-service behaviors, recognize performance, and follow up consistently.
Optimize store scheduling for customer service.
Help resolve escalated customer issues and incidents in a timely manner.
Review SMG data, share it with team members, and take action to improve results.
Perform other duties as assigned to support general store operations.