Executive - Vice President of Retail

Summary of Position
The Vice President of Retail sets the strategic direction for and oversees Rockler stores, the distribution center, and customer service. This leader drives sales and customer service strategy, builds and leads strong teams, and establishes accountability for best-in-class customer experience, productivity, and profitability. The role is critical to the Retail division’s long-term growth and success.

DIRECT REPORTS

Regional / District Managers
Director of Retail Operations
Customer Education Manager
Director of Distribution and Logistics
Senior Customer Service Manager
Retail Visual Merchandising Manager
Retail Project Manager

major areas of accountability

Strategic Direction:

Continue to enhance the desired Customer Experience while driving sales and building brand consistency in a customer centric environment.
Champion the voice of the customer to continually drive enhancements to delivering on customer expectations.
Develop and execute the company’s retail strategy, aligning it with the organization’s goals and objectives.
Define, create, and manage performance to metrics (i.e. margin, IPT/UPT, average ticket $, closing ratio, etc.) that improve sales and store performance while continually improving customer experience.
Provide strategic operating direction for retail field staff and corporate operations teams.
Collaboratively team with other functions (finance, marketing, merchandising, etc.) to create industry leading omni-channel customer experience, solidify the Rockler brand, and execute business strategy.
Ensure consistency of direction and execution in all retail stores, the distribution center and customer service center.

Staff Development:

Build Rockler’s retail and management leadership pipeline by identifying and developing future leaders. Regularly assess employees against core competencies, create development plans for high-potential individuals, and coach employees whose performance needs improvement.
Actively manage performance issues and development needs as they arise to ensure consistent levels of high performance at retail stores, distribution center and customer service center.
Continuously and proactively recruit top talent to support Rockler growth plans.
Utilize field and corporate resources to strategically improve retail performance

Retail Store Management:

Create and execute multiple-year strategic operating plans to include same store growth, store and corporate expense management, new store locations and relocation, all leading to increased sales and profit while delivering on Rockler brand promises.
Lead new store openings, remodels, and special events that increase store sales and heighten the customer experience. Negotiate favorable lease terms for new and existing locations.
Ensure the uniform implementation and execution of corporate marketing and merchandising programs in the stores to build the brand, establish consistency in the Rockler experience, and performance.
Refine and enhance store programs, SOPs, and practices that lead to superior levels of customer experience while improving efficiency and/or profits.
Direct and lead store, distribution center and customer service operations to achieve annual operating budget goals and targets.
Oversee staffing, training, and scheduling to optimize productivity while serving customers.
Provide counsel and direction in store operating matters. Monitor policies and procedures to ensure compliance and eliminate risk.
Other duties/responsibilities as assigned.

requirements for position

Experience in strategic planning for a direct-to-consumer, brick-and-mortar retail business with multiple locations.
At least 15 years of experience in retail operations, store management, or regional management.
Proven ability to make informed and timely decisions to address operating challenges and opportunities.
Experience in multi-unit, multichannel specialty retail, preferably with hard-line products.
Demonstrated ability to set strategic direction and translate it into operating priorities.
Bachelor’s degree (MBA preferred)
Strong written and verbal communication skills and excellent organizational ability.
Ability to prioritize competing demands, manage multiple initiatives, and deliver results.
Travel required