Customer Experience Manager
Victoria's Secret
مجموع سنوات الخبرة :26 years, 1 أشهر
Providing leadership that optimizes sales results with specific ownership for the customer experience on the shop floor.
Driving results by developing and executing action plans and strategies. Leads brand initiatives to create an excellent associate and customer experience, while meeting and exceeding company productivity standards an managing controllables.
The position reports to CEO. \nIn charge of providing proper and smooth operations for multiple fashion retail outlets. Improving of the commercial performance of the high fashion boutiques by increasing sales turnover and reducing costs. \n \nMain assignments: \n \n• Responsibility for the day to day management of the outlets by ensuring that proper guidelines are implemented. \n• Ensuring appropriate visual store layout. \n• Presence during peak hours in order to ensure the improvement of the commercial performance of the stores. \n• HR and staff schedule management \n• Responsibility to train the staff in the stores, thus directly improving customer service. \n• Defining the sales targets for the stores and ensuring tools, processes and activities to reach them. \n• Implementing Company policies including ethical, brand related and visual standards.
About Company: \nThe nation 2-nd retail chain with 350 retail outlets specialized on FMCG products, exclusive tobacco shops and with 10 franchise outlets with luxurious lingerie. \n \nWorking experience: \nAfter increasing sales in my region and exceeding the targets in my previous role, I’ve been offered a challenging position with relocation to the Capitol. I accepted the opportunity as a Retail Area Manager in a Central part of Capitol, in order to improve the existing retail outlets performance. My responsibility included supervision and evaluation of 60 retail outlets with 150 employees. Responsibility for P&L results, contributing of merchandising and operational procedures for all units; training employees sales skills; responsible for customer satisfaction; involved in employee motivation management and training coordination. \n \nKey results: \n• Exceeded sales and profit goals in area of responsibility between 8% and 12% \n• Costs reductions by 5% \n• Increased employee motivation \n• Led opening and startup of more than 30 retail outlets \n• Training and introduction of 5 persons in a same role \n• Strongly involved to planning and implementation of outlet merchandising
About Company: \nInternational Company, importer of Dolce & Gabbana fashion, DR. Scholl, Pro Sport and many exclusive brands of tobacco cigars and products. The third largest national chain of 150 retail outlets and with wholesale network of more than 300 customers. \n \nWork experience: \nIn charge of overall relationship management with suppliers and clients, developing new business and expanding business portfolio; acquisition of new key account customers; maintaining and developing long term relationship with existing key accounts; concluding contracts and collecting documentation to start cooperation; monitoring of wholesales plans and their fulfillment; active competition monitoring and analysis; debt collection. Managed Key Account Executive team with all responsibility.
About Company: \nOne of the most popular brands and Austrian synonym for quality and fashionable lingerie, nightwear, swimwear and body wear. \n \nWork Experience: \nAfter 1 year working as Salesperson, meeting sales targets and achieving an average of 30% sales growth, I was promoted to Store Manager. On that position, I was fully accountable for all the operational activity in the store, and providing clear leadership to the team and leading by example in all areas of the business. Working hard to ensure that store sales targets, operations goals, and polices are met. I managed team of over 10 staff with responsibility for excellent customer service, planning events and promotions for the store, interviewing and recruiting new staff and Implementing and controlling store procedures \n \nKey results \n• Redesigned ladies fashion floor layout, resulting in a more attractive store and a 300 per cent increase in customer traffic \n• Averaged a 15 per cent year-to-year sales increase \n• Achieved highest sales within the chain in 1999 and 2000 financial years
The specialist professional studies Entrepreneurship degree (300 ECTS points per European Bologna grading system). 2010. Graduate work in Organizational behavior in developing business
Bachelor´s degree of Economics - Management of small company's
