Retail Vendor Operations BP Analyst

Job ID: 530191

Oldcastle, a CRH company, is reinventing what's possible in building solutions. We are the leading provider of innovative outdoor living products and utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, retailers, and homeowners alike as the manufacturer of precast concrete, polymer concrete, and plastic infrastructure products. Our portfolio of brands includes Oldcastle APG, Oldcastle Infrastructure, Belgard hardscape, Echelon Masonry, RDI railing, Catalyst Fence Solutions, Sakrete packaged concrete, Amerimix mortar, Pebble Technology International pool finishes, and Techniseal sands and sealant technologies.

Job Summary

The Retail Vendor Operations BP Analyst is responsible for ensuring retail partner compliance, managing online customer reviews and brand reputation, delivering effective product training, and driving continuous improvement in the overall customer (Internal & External) experience.

This role serves as a key liaison between the organization, retail partners, internal sales teams, customer service, and other cross-functional departments. The position focuses on maintaining retail standards, strengthening product knowledge, addressing customer feedback, and identifying opportunities to improve customer satisfaction, operational execution, and brand performance across retail and digital channels.

Job Location

This is a remote based position.

Job Responsibilities

Retail Compliance & Partner Support

• Monitor retail partner requirements, policies, and compliance standards to ensure products, product information, and related processes meet established expectations.


• Conduct retail compliance reviews and identify gaps involving product content, merchandising standards, documentation, operational processes, and retailer-specific requirements.


• Partner with sales, account management, customer service, and operations teams to resolve compliance issues and implement corrective actions.


• Maintain compliance documentation, reporting, and tracking tools to monitor performance and support continuous improvement.


• Communicate changes in retailer policies, requirements, and procedures to relevant internal stakeholders.


• Identify recurring compliance challenges and recommend process improvements that reduce errors, improve execution, and strengthen retail relationships.

Online Reviews & Reputation Management

• Monitor online customer reviews, ratings, and feedback across retailer websites, e-commerce platforms, and other relevant digital channels.


• Develop timely, professional, and customer-focused responses to reviews, including negative feedback, product concerns, and service-related issues.


• Coordinate with customer service, product management, sales, and other appropriate teams to investigate concerns and facilitate resolution.


• Identify recurring customer complaints, product performance issues, and opportunities to improve product information or service delivery.


• Track online ratings, review response rates, customer sentiment, and emerging trends to evaluate performance.


• Escalate significant product safety concerns, quality issues, or recurring customer experience problems through established processes.


• Use customer feedback to recommend improvements to product content, training, packaging, processes, and overall customer satisfaction.

Product Training & Education

• Develop, coordinate, and deliver product training programs for internal customer service representatives, sales teams, retail associates, and other relevant audiences.


• Create and maintain training materials, product guides, frequently asked questions, presentations, and reference documentation.


• Translate technical product information into clear, practical guidance that helps employees and retail partners understand product features, benefits, applications, and proper use.


• Support the onboarding of new team members and provide ongoing education on product updates, new launches, and changes in product specifications.


• Collaborate with product management, sales, and subject matter experts to ensure training content is accurate, current, and aligned with business objectives.


• Evaluate training effectiveness through feedback, knowledge assessments, customer service trends, and observed improvements in product knowledge.


• Identify knowledge gaps contributing to customer confusion, incorrect product recommendations, returns, or complaints and implement targeted training solutions.

Customer Experience & Continuous Improvement

• Evaluate the end-to-end customer experience across retail, digital, and customer service touchpoints to identify opportunities for improvement.


• Analyze customer feedback, complaints, online reviews, service trends, and other relevant data to identify root causes and recurring issues.


• Partner with customer service, sales, operations, product, and marketing teams to develop and implement customer experience improvement initiatives.


• Establish consistent service standards and support processes that promote timely responses, effective issue resolution, and customer satisfaction.


• Develop and maintain customer experience resources, including response guidelines, FAQs, escalation procedures, and best practices.


• Identify opportunities to reduce customer friction, improve communication, increase product confidence, and strengthen brand loyalty.


• Share customer insights and recommendations with leadership to support informed business decisions and continuous improvement.

Reporting, Analytics & Cross-Functional Collaboration

• Develop regular reports and dashboards covering retail compliance, online review performance, product training effectiveness, and customer experience trends.


• Establish and monitor key performance indicators (KPIs) to measure progress against business objectives.


• Present findings, risks, trends, and recommendations to leadership and relevant business partners.


• Collaborate across departments to ensure alignment, accountability, and timely execution of improvement initiatives.


• Manage multiple priorities and projects while maintaining attention to detail, follow-through, and measurable results.

Job Requirements

• Bachelor's degree in Business, Marketing, Communications, Customer Experience, or a related field preferred; equivalent professional experience will be considered.


• Three plus years of experience in retail operations, customer experience, customer service, account support, product training, e-commerce, or a related function preferred.


• Experience working with major retail partners and understanding retailer compliance requirements is highly desirable.


• Experience monitoring online reviews, responding to customer feedback, or managing brand reputation is preferred.


• Demonstrated ability to develop and deliver effective training materials and presentations.


• Strong analytical and problem-solving skills, with the ability to identify trends, investigate root causes, and recommend solutions.


• Proficiency in Microsoft Office, particularly Excel and PowerPoint, and familiarity with reporting tools, customer service platforms, or review management systems.


• Ability to work independently while collaborating effectively with cross-functional teams.

Compensation

• Base salary of $65,000 - $85,000


• Annual bonus eligible


• 401(k) plan / group retirement savings program


• Short-term and long-term disability benefits


• Life insurance


• Health, dental, and vision insurance


• Paid time off


• Paid holidays

What CRH Offers You

• Highly competitive base pay


• Comprehensive medical, dental and disability benefits programs


• Group retirement savings program


• Health and wellness programs


• An inclusive culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of a large international organization.

Oldcastle APG, a CRH Company, is an

EOE/Vet/Disability

CRH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

AI tools may be used in certain stages of the employment lifecycle, such as candidate review; however, all final employment decisions will be made by a person.