Shawn Score

adz6uz@r.postjobfree.com • 320-***-****

LinkedIn • Surfside Beach, SC 29575

Vice President of Retail Operations

Enabling the achievement of full business potential by delivering commercial, retail, and operational leadership.

Results-oriented executive leader with a distinguished career spanning over three decades, driving operational excellence, revenue growth, and transformative change across diverse industries. A proven visionary professional; adept at fostering high-performing teams, optimizing processes, and delivering unparalleled customer experiences. Recognized for consistently exceeding targets, developing innovative strategies, and executing initiatives that enhance market share and profitability. Skilled in cross-functional collaboration, P&L management, and change management. Aspiring to leverage extensive expertise and track record of success to further elevate organizations to new dimensions of achievement.

Areas of Expertise

Retail Strategy Management

Customer Experience

Sales Growth

Visual Merchandising

Inventory Management

Store Operations

Strategic Leadership

Team Development

Cross-Functional Collaboration

Operational Excellence

Performance Management

Change Management

Process Optimization

Cost Reduction

Customer Service Excellence

P&L Management

Vendor Relationships

Professional Development

Career Experience

Petco 2020 – 2022

General Manager

Lead training, coaching, and growth of leaders and associates, cultivating a high-performing team proficient in all facets of store operations and adherence to quality benchmarks. Elevate store's visual appeal and shopping experience by meticulously arranging, pricing, and stocking merchandise in accordance with established guidelines, incorporating adjustments as needed to align with monthly ad planner directives.

Orchestrated the successful implementation of selling models, bolstering sales strategies and optimizing the operational efficiency of the store, ultimately resulting in exceptional customer experiences.

Consistently surpassed targets for sales, profitability, and overall operational excellence, underlining a proactive approach to performance management and goal attainment.

Achieved the highest-ever customer and employee satisfaction scores for the store.

Drove over 100% growth in revenue and profits in 2 years.

Dakota Outdoor Living 2015 – 2019

CEO Owner

Delivered expansive range of high-quality products designed to enhance leisure and relaxation. Managed diverse inventory including a selection of hot tubs, premium furniture pieces, top-tier grills, versatile 4-season sunrooms, invigorating pools, captivating pergolas, and inviting fire pits. Featured an array of indoor games, encompassing arcade classics, refined pool tables, engaging shuffleboard setups, competitive dart boards, and entertaining foosball tables.

Masterminded evolution of Dakota Outdoor Living into a paramount haven to enhance indoor and outdoor recreational pursuits by leveraging expertise in achieving unparalleled customer satisfaction.

Best Buy Company, Inc., Richfield, MN 2012 – 2014

President of US Retail Stores Vice President of Retail

Established and maintained insights and performance reporting to track goal achievement. Elevated service delivery encompassing customer experience design, quality, internal, and outsourced contact centers. Architected a comprehensive operating model transformation, aligning store and corporate teams to business groups, establishing a top-tier Center of Expertise for global partners and subsidiaries. Led customer care team in launching The Bridge capability, delivering real-time support to Retail Store associates and elevating customer satisfaction. Revolutionized customer interactions by training the team to sell accessories and services, enhancing customer experiences. Instrumental in designing vendor Stores within Best Buy big box stores (Microsoft, Samsung, Apple, Sony).

Successfully led the company through 6 major operating model changes over 15 years.

Added Magnolia Home Theatre and Pacific Sales store; implemented numerous vendor shops within 100s of Best Buy stores with Samsung, Sony, Beats, and Apple.

Managed $40B in sales, $2B in expenses, 130,000 employees, and 40M customer interactions at customer care center.

Accomplished nearly $1B in cost savings while driving remarkable top and bottom-line performance, simultaneously reducing turnover by nearly 80% through innovative training, recognition, and leadership tools.

Spearheaded pioneering project addressing "Pain Points" identified through consultations with 1,400 store managers and numerous employees, enhancing operational efficiency and customer service excellence.

Orchestrated multifaceted responsibilities across 28+ years, leading Regional VP's (6 total), a team of 12 senior officers, and spearheading corporate functions such as store operations, loss prevention, HR, sales productivity, project management, and financial management.

Achieved outstanding +30% CAGR in Net Promoter Score, underscoring commitment to exceptional customer satisfaction.

Served as Chairman of the Best Buy Children's Foundation, directing tens of millions in charitable giving annually. Previously a board member for 4 years, elevated to Chairman in 2012.

Pioneered 3 major projects as President of Retail:

oEnhanced customer experience, achieving unprecedented Net Promoter Scores.

oDrove sales growth, attaining positive comparable store sales growth and incentivizing employees through substantial short-term bonuses.

oTransformed employee experience, fostering record engagement and morale improvement, leading to an 80% reduction in turnover.

Performed as key contributor to the creation of the Customer Insights Unit (CIU) in 2009, leading the development of the renowned VOCE process, fostering seamless communication between store employees and headquarters.

Best Buy Mobile, Joint Venture with CarPhone Warehouse UK 2008 – 2012

President

Revitalized retail operating model through a series of transformative business initiatives. Directed training, communications, project management, and change management teams.

Oversaw operations of over 400 standalone Best Buy Mobile stores in malls and shopping centers.

Increased market share from 0.5% to over 10% in smartphone sales within 3 years.

Developed company as #3 seller of devices in the US, trailing only AT&T and Verizon.

Contributed substantial profits to both Best Buy and CarPhone Warehouse, driving overall top and bottom-line growth for both companies.

Additional Experience

President, Best Buy Mobile Senior VP, Sales Development General Manager, District Manager, Asst & General Manager, Best Buy Company, Inc., Richfield, MN

Education

Degree in Business Administration, Management Moorhead State University, Moorhead, MN

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