Summary:
The Vice President, Customer Experience, is a senior leadership role responsible for driving the growth, profitability, and customer experience. This individual oversees all aspects of retail operations, wholesale sales and customer relationships, marketing strategy, brand development, community engagement, and special events.
The ideal candidate is an entrepreneurial, hands-on leader who can balance strategic planning with day-to-day execution, foster a positive team culture, strengthen customer relationships, and support the long-term vision of the family business.
Job Duties:
1. Retail Operations Leadership:
- Lead and oversee daily retail nursery and garden center operations for the current two locations.
- Develop and implement strategies to improve sales, customer experience, and operational efficiency.
- Monitor key performance indicators (KPIs), including sales revenue, margins, inventory turnover, and customer satisfaction.
- Collaborate with production, procurement and purchasing teams to ensure appropriate product availability and seasonal planning.
- Develop procedures, policies, and best practices to streamline operations.
- Ensure compliance with safety regulations, company policies, and industry standards.
- Manage staffing plans, scheduling, and labor budgets.
- Support the retail location growth strategy.
2. Wholesale Sales Management:
- Develop and execute wholesale sales strategies to grow market share and revenue.
- Build and maintain strong relationships with landscape contractors, municipalities, garden centers, developers, and commercial clients.
- Identify and pursue new business opportunities and strategic partnerships.
- Prepare and negotiate pricing, contracts, and service agreements.
- Monitor market trends and competitor activities.
- Establish annual sales goals and track performance against targets.
3. Marketing & Brand Development:
- Lead the development and execution of the company's marketing strategy.
- Oversee brand positioning, messaging, and visual identity across all customer touchpoints.
- Manage digital marketing initiatives including website content, email campaigns, social media, online advertising, and SEO.
- Develop seasonal promotional campaigns that drive retail and wholesale sales.
- Analyze marketing performance and adjust strategies based on results.
- Ensure consistent communication of the company's values, quality standards, and family-owned heritage.
4. Events & Community Engagement:
- Plan and oversee customer events, workshops, seasonal festivals, open houses, trade shows, and community outreach initiatives.
- Develop partnerships with local organizations, businesses, and community groups.
- Coordinate event promotion, logistics, staffing, sponsorships, and budgets.
- Create memorable experiences that strengthen customer loyalty and brand awareness.
- Represent the company at industry and community events.
5. Leadership & Team Development:
- Recruit, mentor, and manage retail, sales, marketing, and event staff.
- Foster a positive, collaborative, and customer-focused workplace culture.
- Conduct performance evaluations and provide coaching and development opportunities.
- Lead regular team meetings and support cross-departmental communication.
- Promote accountability, innovation, and continuous improvement.
6. Financial & Strategic Planning:
- Develop annual budgets and forecasts for retail, wholesale, marketing, and events.
- Monitor expenses and ensure achievement of profitability goals.
- Provide regular reporting and recommendations to ownership.
- Participate in strategic planning and long-term business development initiatives.
- Identify opportunities for growth, expansion, and process improvement.
Requirements:
- Bachelor's degree in Business Administration, Marketing, Horticulture, Agriculture, Retail Management, or related field preferred.
- Minimum 7-10 years of progressive leadership experience in retail, wholesale sales, marketing, or a related industry with a minimum of 5 years in a senior leadership role.
- Experience in horticulture, nursery, greenhouse, agriculture, landscaping, or garden center operations is strongly preferred.
- Proven success in sales growth, customer relationship management, and brand development.
