JOHN POLLOCK
MANAGER/DIRECTOR: Corporate & Field Operations, Support & Services
Top-performing leader with recent international experience whose 20-year career
with a Fortune 100 retailer (Best Buy) has been chronicled by #1 rankings;
fast-track promotions; and the delivery of company-leading revenue, margin,
employee retention, and customer satisfaction results. Documented success leading
multi-site operations, service centers, and nationwide rollouts. Excel in
building high-performance teams and lasting partner alliances; creating new and
expanding existing business; and improving processes, services, training, and
support.
Key Skills
* Retail/Service Ctr. Management
* Multi-Site Operations
* Market Entry Plans
* Openings & Remodels
* Corporate & Field Svces./Support
* Corporate & Field Sales Strategies
* P&L Management/Improvement
* Customer Experience Enhancement
* Teambuilding & Training
* Major Project Management
* Vendor Partnerships
* Budgeting & Cost Controls
Professional Experience
Eldorado CO., Moscow, Russia 2008
Researched and developed customer segmentation strategy for 9 months and built
implementation and execution plan for Russia's largest retailer with over $6
Billion in annual sales.
Director of Segmentation
Recruited to build Eldorado's long term growth strategy with customer
segmentation. Managed all phases of the project with direct team of 10 native
employees and full responsibility for all aspects. Key Results:
* Trained all levels of the organization on customer segments and value
propositions, worked with third party research and provided analysis and
strategic insight and planning.
* Full P and L responsibility for $6 Million expense budget to develop
implementation, execution and scale plan for new concepts.
* Built field operating models, training and SOP's for all areas including
Sales, Merchandising, Operations and Inventory.
* Coordinated project plan with all departments in central office and field
leadership. (HR, Finance, Construction, Real Estate, Buying, Merchandising,
Design, Merchants, Services)
BEST BUY CO., INC - Richfield, MN
1987 to 2007
Rapidly progressed through accelerated promotions during 20-year tenure with
Best Buy, a Fortune 100 consumer electronics retailer with $35 billion in annual
sales.
Director of Implementation, Home Theatre, 2/06 to 7/07
Promoted to lead field support for the nationwide implementation of Magnolia
Home Theatre stores. Managed all phases of these implementations through new
store openings and "store-within-a-store" concept remodels of existing
storefronts. Directed teams for company-wide training (administering a $9M
training budget), coordinated communications and partnerships across all levels
of the organization and with key vendors, and supervised directors of
deployment/sales development and business manager. Key Results:
* Supported team with over $6 Billion dollar in annual revenues and opened 125+
new Magnolia Home Theatres and remodeled 250+ other stores nationwide. Exceeded
expectations to complete the most successful large-scale operation in company
history.
* Leveraged strengths in project/partner management, contingency planning,
clear communications, and ongoing follow-up to overcome logistics, construction,
and personnel issues. Efforts prevented delays to ensure the timely and
under-budget opening or remodel of all 375+ stores.
* Trained 12,000+ employees nationwide. Equipped store leadership and floor
sales teams with the knowledge and skills to enable successful launch and
goal-surpassing revenues of Home Theatre division and product line.
* Developed and rolled out national Home Theatre Certification program, a
four-level training curriculum involving vendors; leadership; corporate support
teams; and finance, legal, HR, operations, and line-level employees.
Director of Field Installation, Sales Development, 7/05 to 2/06
Promoted to manage eight territory in-home managers and their respective teams
(more than 45 employees) across the nation, with accountability for field
installation operations, sales, training, and services covering the entire U.S.
Accountable for driving sales growth and an optimal customer experience. Key
Results:
* Delivered triple-digit comparable revenue growth from 2005 to 2006, far
exceeding target to benchmark an all-time high of $160M in installation sales
while exceeding profit budget by fiscal year-end.
* Began the integration of personally developed Magnolia Home Theatre operating
model with Best Buy operating model to maximize sales and installation
fulfillment. Efforts accelerated turnaround time and expanded services for
customers while increasing efficiency, sales, and profits through improved
processes.
Director of Services, Magnolia Home Theatre, 10/03 to 7/05
Built operating model for home theatre installations and prepared it for
scaling. Held responsibility for maximizing profits, developing customer value
prepositions, and fostering collaborative relationships to improve service
commitment. Key Results:
* Developed and launched company's in-house home theatre installation business
model (complete with SOPs, a sales-driving leadership recognition/incentive
program, and comprehensive tracking and scorecarding).
* Scaled business model to 200+ stores in 18 months, and prepared it for
rollout to an additional 200+ stores.
* Built home theatre installation business from startup ($0) to over $50M in 18
months.
Regional Services Manager, Northeast, Region 9, 1/00 to 7/02 & Customer
Centricity, 7/02 to 10/03
Advanced to oversee newly created Customer Centricity services department,
successfully meeting challenge to develop and execute value proposition elements
for multiple customer segments. Previously as the company's first Northeast
regional services manager, responsible for revenues, customer experience, field
execution, and fulfillment of all home theatre installations, mobile
installations, PC services, appliance installations, and repairs for up to 60
stores. Managed nine multi-unit employees and third-party relationships for
repair and installation services. Key Results:
* Rolled out new in-store PC services model ("Geek Squad") in test stores
following Best Buy's acquisition of this company. Efforts were subsequently
replicated throughout the U.S. for successful nationwide rollout.
* Delivered "best-in-company" results for home theatre installation (#1 sales
company-wide), employee retention (lowest turnover in the U.S.), repairs (lowest
repair turn-time in the country), and sales performance (with #1 rankings as top
regional manager-out of 9-for ten months).
Previous Best Buy positions:
District Manager (1/98 to 1/00) General Manager (1/90 to 12/97) Sales Manager
(6/88 to 1/90)
Sales Associate (8/87 to 6/88)
Education & Training
UNIVERSITY OF COLORADO, Boulder, CO. 1984-1987 Bachelor of Arts- Political
Science
UNIVERSITY OF WISCONSIN, Eau Claire 1981-1982
Professional Development: Completed multiple trainings through Best Buy
conducted by Larry Seldon (Columbia University), Noel Tichy (University of
Michigan), and Marcus Buckingham. Topics include:
* Sales & Vendor Relations
* Leadership & Supervision
* Process & Project Management
* Finance/P&L
* Shrink & Loss Prevention
* Operations & Merchandising
* Six Sigma Training
* Customer Centricity
* Building Competitive Advantage
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