Vice President, Retail Operations & Customer Experience
Manages the operational metrics for 730 TBC company-owned NTB and Tire Kingdom retail automotive centers with annual revenues of $1.1B. Works with Divisional, Regional, District, and Store level management to improve performance on focus elements for tires and mechanical service sales, producing a maximum gross margin. Creates both store-level and company-level expense budgets, monitoring payroll percentage to sales, payroll productivity to gross margin ratio, store damage losses, store shop supplies, and miscellaneous daily expenses. Schedules and monitors the results of quarterly store product segment inventories to gauge accuracy, identify outliers, determine the root cause for initial loss or gains, and direct actions to resolve. Develops field management reporting to use in monitoring a dynamic environment of retail and corporate initiatives to gauge adoption, track performance, and measure results.
