Retail Market Leader - Boston

Overview

As a Market Leader
, you will lead and inspire store leaders and teams within a specific geographic market to consistently deliver operational excellence in sales growth, talent development, campus relations, and customer service.

Location: Chestnut Hill, Massachusetts, USA

Target Annualized Salary: $75k - $100k

• Lead ongoing in-person and virtual store visits within an assigned market.
• Regularly review market/store financial reporting and initiate plans and actions to drive future results.
• Partner with store leaders to plan and implement effective sales events such as Back to School, Gameday, Homecoming, etc.
• Champion effective execution of standard operational procedures, programs, and initiatives.
• Demonstrate a strong understanding of store presentation standards; lead and coach teams to consistently deliver best-in-class merchandising execution.
• Contribute to regularly scheduled assortment/product planning meetings with store leaders and One Team Center partners.
• Collaborate with store leaders to ensure store schedules support customer service standards and maximize selling opportunities; ensure compliance with labor hour budgets.
• Successfully partner with ACCESS leaders to drive new ACCESS business and effectively support and grow existing business.
• Responsible for leading in-store course materials activities across the market in collaboration with course materials leadership.
• Ensure that all operational back‑office functions are completed in accordance with company directives, policies, and procedures, including:
  Preparation and follow‑up on Accounts Receivables, Account Invoices, Chargebacks, and coordination of Stock Shipments.
• Responsible for meeting annual shrink budget.
• Active recruitment, training, coaching, and talent development.
• Exemplifies market‑wide culture of continuous performance feedback and effective, periodic performance evaluations.
• Maintain succession plan/talent pipeline with a strategy to develop an internal bench of candidates and cultivate an external pool of key talent.
• Develop cross‑functional teams of engaged team members to execute standards and drive business results.
• Cultivate and maintain a culture of accountability.
• Ongoing review of campus operations and business results with campus partners.
• Collaborate on opportunities both on campus and within local communities.
• Partner with store leaders to deliver effective SPR meetings 2x per year with relevant campus stakeholders.
• Provide an engaging customer service experience and incorporate the GET customer service model into in‑store and online experience.
• Coach store leaders and teams in effective customer service behaviors; follow up consistently to recognize performance.
• Ensure store scheduling is optimized to provide exceptional customer service.
• Partner with stores as needed to resolve escalated customer issues and incidents in a timely manner.
• Review SMG data, share with team members, and proactively take action to improve results.

Other duties as assigned to support general store operations.

Follett Higher Education is a drug‑free workplace environment.

• Bachelor's Degree or equivalent
• 5-7 years of Multi‑Unit Store Experience
• Results and Sales Driven
• Experience with full‑cycle talent management
• Passionate about Customer Service
• Foster strong relationships with campus relations
• Travel Requirements greater than 50%
• General Computer Skills