Bruce Kloc

Consumer Research Specialist at Paula Deen Ventures

Buffalo/Niagara, New York Area

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Bruce Kloc's Overview

  • Consumer Research Specialist at Paula Deen Ventures
  • Global Coordinator of “Ahold Networking” (“AN”) at Ahold USA
  • Director of Training and Development at Tops Markets, Inc
  • Director of Marketing Research at Tops Markets, Inc.

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Bruce Kloc's Summary

Marketing research disciplines and food retailing is my core experience. I have also had the opportunity to be involved in training and development.

Bruce Kloc's Experience

Consumer Research Specialist

Paula Deen Ventures

January 2014Present (9 months) Clarence, NY

Recommend and oversee primary and secondary research activities to be utilized for helping determine future marketing strategies and selling activities.

Field Training Specialist


Privately Held; 10,001+ employees; Retail industry

20112013 (2 years)

Conduct ordering process quality improvement training for stores converted from Wilson Farms to 7-Eleven.

Customer Marketing Insights Mgr

Wilson Farms Neighborhood Convenience Stores

Privately Held; 1001-5000 employees; Retail industry

20062011 (5 years)

Identified customer and employee motivations having the greatest affect on enhancing loyalty to the Wilson Farms brand. Recommend and execute practical action plans.

• Oversaw major consumer market study involving leading US consumer packaged goods companies. Recommendations based on the findings were made to key management.
• Created and managed both an in-house mystery shopper program and a store district manager-conducted store performance evaluation process. Outcomes were development of store-specific action plans to enhance adherence to standards and identification of systemic issues.
• Constructed and championed two employee appreciation programs resulting in identifying and rewarding employees who most effectively generated customer satisfaction and loyalty.
• Coordinated President’s Council group of top-tier employees. Objective was to provide a forum for making suggestions and testing new concepts. Numerous process improvements were made.
• Facilitated a successful two year test of a customer loyalty card program.
• Managed customer service function of handling all communication received at headquarters from customers. Ensured proper resolution and analyzed content to identify trends and opportunities.

Customer Advocacy Manager, Banking Officer

First Niagara Financial Group

Public Company; 5001-10,000 employees; fnfg; Financial Services industry

20052006 (1 year)

Developed customer advocacy function. Managed process for measurement of internal and external customer satisfaction. Provided training to all management concerning how to best utilize results.

• Managed relationship with primary research vendors resulting in continuous improvement in quantity and quality at no additional cost.
• Conducted customer focus groups and utilized results to develop a new branding campaign.
• Assumed management of the employee service recognition program, spearheaded immediate improvements and proposed plan for an extensive redesign.

Global Coordinator of “Ahold Networking” (“AN”)

Ahold USA

Public Company; 10,001+ employees; AHO; Retail industry

20002003 (3 years)

Implemented AN “management of best practices” process domestically and internationally across more than ten Ahold companies.

• Initiated “AN” process for Tops Markets, which resulted in company recognition as being the #1 implementer of “best practices” during 2002.
• Co-created worldwide training program with European counterpart which successfully standardized deployment of instruction.
• Designed and executed all elements of worldwide opinion survey administered to 5000 employees. Recommendations were given to senior management for how to enhance the “AN” process.
•Led 15 USA trainers in the implementation of “AN” support roles at their respective companies.

Director of Training and Development

Tops Markets, Inc

Privately Held; 10,001+ employees; Supermarkets industry

19972000 (3 years)

Ensured Tops had a strong team of properly trained associates. Supervised recruitment and training of prospects into retail and corporate manager positions. Initiated new training programs for retail associates.

• Oversaw Store Manager Development Program including recruiting and skills evaluation. Recruited potential store managers, with many successfully advancing into management.
• Managed Ahold Masters Management Development Program. Identified talent to fill six non-traditional positions and cultivated performance through effective training.
• Launched Ahold Management Development Program. Results included succession planning and identification of developmental needs.

Director of Marketing Research

Tops Markets, Inc.

Privately Held; 10,001+ employees; Supermarkets industry

19861997 (11 years)

Designed and managed complete in-house research function. Measured key customer images and motivations related to retail food shopping. Tested new concepts prior to rollout. Provided continuous monitoring of trends and recommendations to senior management.

• Designed and implemented industry-unique, cost-effective plan for conducting, evaluating and reporting annual customer studies for each of more than 200 supermarkets and convenience stores. Improved shopper perceptions and increased sales.
• Created cutting-edge “Tops Marketing Plan” process. Provided each store with knowledge needed to generate marketing plans. Resulted in improved customer service images and sales.
• Developed annual process for evaluating internal customer satisfaction between departments. Managed all department’s development of their plans in response to feedback. Performance measurements improved on subsequent surveys.
• Served as chairperson of national Food Marketing Institute’s Marketing Research Council. Provided Council’s recommendations to FMI’s leadership. Presented results at international conferences.

Bruce Kloc's Skills & Expertise

  1. Marketing Research
  2. Process Improvement
  3. Leadership
  4. Merchandising
  5. Marketing
  6. Retail
  7. Management
  8. FMCG
  9. Training
  10. Forecasting
  11. Strategic Planning
  12. Customer Satisfaction
  13. Market Planning
  14. Recruiting
  15. Customer Service
  16. Sales
  17. Competitive Analysis
  18. Business Strategy
  19. Budgets
  20. New Business Development
  21. Business Planning
  22. Pricing
  23. Income Statement
  24. Inventory Management
  25. Profit
  26. CRM
  27. P&L Management
  28. Program Management
  29. Cross-functional Team Leadership
  30. Grocery
  31. Sales Management
  32. Sales Operations
  33. Team Building
  34. Store Management
  35. Marketing Strategy
  36. Inventory Control
  37. Account Management
  38. Strategy
  39. Market Research
  40. Purchasing
  41. P&L

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Bruce Kloc's Education

Canisius College

MBA, Marketing

Bruce Kloc's Additional Information

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