Mark Dillman Email & Phone Number

New England

REGION OPERATIONS MANAGER Responsible for 15 districts and 270 stores in New England. Managed all operational aspects for each district including expense oversight, sales profitability, and identifying expansion opportunities. Trained, motivated, and coached district and store managers to foster future leaders in supporting company growth. Accountable for $440 million in annual sales. Business & Financial Performance• $140 million spike in annual revenues achieved in a six-year period by propelling operational excellence by enhancing compensation for sales performance and identifying new real estate for growth.• Generated profit growth greater than expense escalation by instructing direct reports to manage controllable expenses and hosting monthly follow-up meetings to share successes and target areas for improvement.• Enhanced investor relations by ensuring full, fast, friendly, clean stores across the region to drive positive customer experience, satisfy current investors, and encourage new investment High Performing Leadership & Employee Culture• 1,116-basis point decrease in store management turnover attained by collaborating with human resources, the training department, and district managers to cultivate a culture of engagement that improved candidate selection, training, and leadership responsiveness. • Fortified the internal talent pool by recognizing, selecting, and mentoring two high-performing direct reports and guiding progression from district managers to regional operations managers as emergent strategic leaders.• 981-basis point drop in employee accidents across the region fostered by teaming with the state labor board to institute new procedures and communication lines. • 565-basis point uptick in overall customer satisfaction gained by training the team to utilize surveys as opportunities / tools to address operation execution through improvement of processes and behaviors.

Greater Minneapolis-St. Paul Area

Oversaw P&L, operational performance, and management of store teams in 24 locations with $100 million in yearly sales. Led staff development, sales programs, service, execution of corporate-wide programs, margin control, shrink, and asset management. Responsible for 51 direct reports including store, pharmacy, and loss prevention managers. Operational Excellence• 2,500-basis point rise in customer retention obtained after identifying, pursuing, and closing customer acquisition opportunities and by constructing a model that incorporated marketing, customer service, and operational excellence adopted company-wide.• Drove operational excellence in all 24 locations to achieve the fastest growing market in the company for three consecutive years by steering the processes and behaviors for growth.• Highest profit growth in the company garnered for four sequential years by enriching customer service, completing on time merchandising plans, surpassing sales budgets, and managing controllable expenses.Leadership• 1,500-basis point elevation in management training completion acquired by working with the training department to introduce a successful training calendar, enhancing internal reporting, and reviving employee buy-in. • Fastest new store expansion earned for five successive years by partnering with the real estate division to identify new, unconventional, and existing markets for profitable growth.Marketing & Sales Strategies• Facilitated and executed innovative marketing and sales campaigns to excite customers about the brand and developed community outreach programs to deliver value-added, customer focused services that positioned the organization as a premier choice among a diverse population.• Led the firm in percentage of private label sales for three years in a row by establishing proper merchandising, encouraging and acknowledging staff recommendations, and promoting a competitive team environment.

Columbus, Ohio Area