An experienced retail professional, I've thrived as a Customer Service Team Lead and Assistant Sales Manager. Skilled in managing team productivity, customer interactions, enhancing store performance, and adaptable to varying tasks and schedules. Experienced across diverse retail environments.
• Provided Leadership and direction for employees, supervising activities to drive productivity and efficiency. • Fostered positive employee relationships through communication, training and coaching. • Planning workloads and delegating tasks. • Improved store member's rewards registration by 300%. • Performed customer service functions including interacting with customers and Till works at Retail outlets. • Ensure stores are fully stocked and priorities the higher selling lines. • Identified cross and upselling opportunities by using business analytics approaches. • Liaise with relevant departments to solve queries and problems as they arise.
• Launched Under Armour brand in Sri-Lanka. • Liaised with the global marketing teams to locally adapt and execute global brand strategies. • Developed offline and online brand strategies and marketing budgets for leading global brands. • Attended conferences and product selection tradeshows at Hong-Kong, Singapore and China. • Carried out market researches in order to keep up to date with customer trends and predict future trends. • Worked with top level management and managers during new project creation/brand launches to prepare budgets, assess project finances and enhance processes. • Worked with design and VM team regarding new store lay out and Visual merchandising planning. • Coordinated with cross functional departments and oversees suppliers to move shipments.
Hugo Boss, Germany (AG Singapore/Hong-Kong) Abans Group PLC, Colombo, Sri Lanka • Successfully assisted in the development and launch of Hugo Boss fashion brand in Sri-Lanka and launch 3 new products that increased market share from 11% to 28% in 2 years. • Planned and executed 50+ seasonal launches, digital marketing campaigns & brand partnerships. • Increased new customer acquisition rate from 5% to 35% each month. • Managed OTB plan/ inventory level for assigned brands, which reduced MOS from 28 to 6 months in 2 years. • Ensured steady stock availability and ensured stock ageing and season sell out KPI of 70% per season. • Determined the product pricing and GP margin based on Duty paid cost. (Maintained Avg. 52% GP Margin). • Reduced by 10% product's cost due to managing the shipping plan without any delays and reducing unnecessary visual merchandising cost by negotiating with principles. • Provided the sales team with product/brand training and updated product info each season. • Coordinated business expansion activities with Principles and internal teams. • Collaborated with staff to formulate marketing budgets and improve department revenue. • Prepared and presented sales and marketing reports/Power point Presentations for weekly and monthly meetings. • Monthly & Quarterly marketing review - (Spend vs. ROI – ensured promotion KPI's have been communicated and ROI has been met, Reviewing budgets and key partnerships.).
• Developed and maintained relationships with key customers, resulting in a 20% increase in revenue of Titan. • Developed brand awareness campaigns increasing sales by 25% of watches & Eyewear division. • Collaborated with the sales team to develop new business opportunities resulting in a 15% increase in market share. • Liaising with Inventory and sales team to compile seasonal orders as per the OTB plan. • Achieved 100% accuracy in processing orders and maintaining inventory records, reducing errors and improving customer satisfaction ratings. • Developed and implemented digital marketing campaigns to boost sales though social media, BOT and social influencers. • Addressing on going customer complaints concerning billing or service rendered and working on complaints of service failures with designated departments.
LG/ Godrej (AG India) Abans Group PLC, Colombo, Sri Lanka • Established strong client relationships through effective communication, follow-up, and personalized service, leading to 30% increase in customer retention. • Created sales strategies to identify 100+ new key clients/dealers island wide & Oversees. • Oversaw the administration of CRM systems and ensuring the sales team accurately records customer interactions and sales. • Managed customer complaints and resolving issues to maintain high levels of customer satisfaction and loyalty. • Preparing sales reports and analyzing data to identify trends, forecast sales, and assess the effectiveness of sales tactics. • Participated in recruitment, selection, and onboarding of new sales team members.