Retail Vendor Operations BP Analyst

Job ID: [[id]]
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

Employment type
Full Time