Regional Manager

Summary:

The Regional Manager provides leadership to District and Area Managers and is responsible for achieving revenue, order volume, controllable expenses and delivering the people and customer experience in their region. Ensures store operations directives are being properly executed, that stores are adequately staffed, develops talent and builds a pipeline of future leaders. The position analyzes business trends and takes a data-based approach to identify opportunities within the region. The Regional Manager works with the Regional Director to build and execute market strategies that improve performance. Provides balanced and validated feedback on chainwide opportunities in the stores and partners to develop solutions. May be part of working team/task force on companywide initiatives involving the field. The position models the Company values in all interactions and decision-making. The Regional Manager demonstrates an understanding of long-term strategies and objectives and effectively communicates the action plan and milestones to direct reports.

Key Roles and Responsibilities:

Leadership

• Model company values in all action, communication and decision-making
• Lead by influencing and empowering District and Area Managers to execute job responsibilities
• Establish clear expectations and accountability
• Take an active role in direct reports development by assessing performance and providing timely coaching and feedback. Work with direct reports on goal setting, development plans, and regularly follow-up on progress
• Build region specific talent plans that prepare people for future roles
• Support change management within the region as the retail organization continues to evolve

Operations

• Ensure Districts and Areas are executing operational and merchandising
• Champion the implementation of new operations programs
• Analyze controllable expenses, labor budgets and identify opportunities to increase contributions
• Ensure the region achieve staffing goals to meet the needs of the business and work with HR Business Partners to formulate strategic staffing plans
• Ensure all merchandising direction, customer campaigns, and sales promotions are executed
• Analyze business trends and partner with the Regional Director to build and implement plans to improve the financial performance

Key Performance Indicators (KPIs)

• Achieve employee retention and engagement levels at or above industry average
• Achieve Company goals in the following areas:
  • Overall Customer Satisfaction (OSAT) & Customer Unhappiness
  • Financial Performance
  • Shrink
  • P90 Delivery Time
  • Mispack Rate
  • Controllable expenses

Compliance

• Ensure the region operates in accordance with company policies, as well as in compliance with federal, state, and local regulations, including ABC, Food Handling and Weights and Measures, and OSHA regulations

Customer Experience

• Foster a culture within the region that focuses on improving the customer experience
• Ensure direct reports consistently drive the customer experience in their markets by championing sales and customer service programs
• Provide feedback and recommendations to Service Center business partners on ways to improve the customer experience

Requirements

Skills Required:

• 
  Business Acumen: Make sound business decisions based on a strong understanding of the company’s business model, strategic goals and relevant policies, as well as best practices and current technologies in their own discipline or functional area
• Team Building: Enable and encourage group members to work together to complete tasks and accomplish goals that individual members could not accomplish alone
• Leadership Maturity: Serve as a role model for performance and organizational behavior by demonstrating humility, confidence, and courage
• Leadership Communication: Generate a shared commitment to the organization, building morale and encouraging ownership of mission, goals, and values
• Organizational Savvy: Gather and accurately assess information related to the organization’s formal and informal communication channels and power relationships
• Deliberative Decision Making: Gather, consider, and evaluate all relevant information to make logical conclusions before being moved to action Decisiveness: o take calculated risks by making decisions and taking action, even in the absence of all information
• Leading Change: Effectively create a vision for change and engage others to implement the change process
• Project Management: Effectively leads and manages projects

Education & Experience:

• 7 years of experience in retail multi-unit management
• Bachelor’s degree or equivalent work experience