I am an experienced Manager with excellent communication and leadership skills, who is highly motivated and has vast knowledge of working in the retail industry. As a role model on the shop floor, I am able to coach, give feedback, build morale, roll out initiatives, and make recommendations on merchandising and product presentation. I am able to handle high-profile and hands-on management roles that require commercial acumen and creative flair. I take on board new ideas and adapt them further to make them relevant and beneficial to the business. I am ambitious and passionate about everything I do, I come from a strong sales and service background that allows me to thrive in any competitive and challenging retail environment.
• Ensuring that the monthly sales targets and other business objectives and KPI’s are met and exceeded. • Development of client relationship and proper organization of our client database to maximise customer outreach on a regular basis based on Marketing calendar. CRM tool TULIP use on a daily basis. • Implemented CRM checklist and CRM tool box. • Managing every day functions of the front and back office, ensuring all staff members are ready to be the best in what they do every day. • Involve in the merchandising of our products across the concession and Harrods and supporting the buying team. • Responsible for maintaining customer satisfaction to the highest level by creating a memorable experience. • Hiring, retaining, coaching, developing and measuring individual staff performance.
• Driving, maximising sales and profitability in all the stores responsible during my time at Hermes. Responsible for the seasonal buying of all product categories represented in the stores managed. • CRM activities implemented to increase the local client base. Perfume engraving, silk styling, personalization of small leather goods, Chelsea flower show display indoors linked to our perfume offer. • Re-structuring the team and developing talent in the store. Back office and front office re- organisation implemented, aftersales recruitment of specialist reducing customer complaints by 50%. • Recruiting, training, monitoring and review staff and store performance on a regular basis. One two one’s on a monthly basis, based on qualitative and quantitative goals in order to motivate the team. • Re-organising storage areas, displays and product flow to minimise the away time from clients in the busy environment of Harrods. Shoes benefited from this initiative +20% vs. 2013. • Successful results on financial stock take in 2014, when handed the store to new manager in August 2015, shrinkage levels were at 0.2 % of the COGS vs 1.2% of the COGS in 2013. • Implemented Men’s world in Selfridges, very successful initiative, the men’s offer increased in sales by 10% vs 2014 budget for the category.