Tugba Isler
Leader with 10+ years of experience in Luxury Retail, driving business performance and leading high-performing teams in international, fast-paced environments. Client-centric and hands-on leader, recognized for delivering exceptional client experiences, developing talent, and ensuring operational excellence. Strong understanding of client expectations and market trends, with a genuine passion for fashion.
Drove boutique performance through KPI analysis, sales reporting and targeted action plans, increasing conversion rate by 3 percentage points Developed team capabilities through structured coaching and performance tracking tools, raising OTO sales penetration from 21% to 62% Strengthened client acquisition and retention by implementing proactive CRM outreach and clienteling strategies, increasing prospect conversion by 89%
• Developed a large, diverse team of 80+ sales advisors through hands-on coaching, ensuring service excellence, optimal floor coverage and delivering +21% YoY growth in Leather Goods • Enabled commercial growth through category development, defining the Small Leather Goods buying plan (€15M+ OTB) in line with client expectations, market trends and the competitive landscape • Supported the reopening of Chanel’s largest European department store (400+ sqm), recruiting and onboarding 40 new advisors and deploying new retail concepts to elevate the selling ceremony
• Collaborated closely with the Store Director to lead, coach and develop 6 managers and 60+ advisors, driving engagement and delivering growth +12% YoY commercial growth across boutiques • Led clienteling and VIC development action plans, identifying business opportunities that increased local client revenue by +3% and grew the VIC portfolio turnover by +8 pts YoY • Ensured an elevated, best-in-class client experience by managing customer flow, role-modelling selling excellence and coaching the team on the selling ceremony, achieving an NPS of 96
• Oversaw all stages of the Client Experience Evaluation Program across 520 stores in 28 countries: delivering major in-store efficiency gains through the rollout of a new real-time tracking tool • Led the global training strategy for Retail Managers, developing training content and region-specific tools to accelerate upskilling with a focus on the UAE transition to direct-to-consumer model. • Defined and spearheaded the Digital Learning strategy, launching a new learning app, reaching an 83% adoption rate within five months
• Owned the Dufry account P&L across Travel Retail Europe generating €65M in revenue and achieving +6% growth YoY • Forecasted and monitored sell-in and sell-out performance across 300+ stores in 20 countries, negotiating OTB, managing product assortment and achieving a 10% reduction in aging stock • Negotiated the annual trade plan for 325 animation spaces, driving +12% fragrances growth across the top 8 priority markets
• Managed the commercial performance across the Turkey Travel Retail market generating €20M in revenue and achieving +12% growth YoY across 25+ point of sales • Directed the execution of the trade plan covering 30 activations, maximizing market share and positioning the top 10 stores to #1 ranking