Valentina Murru

Oversee both concessions and direct stores across the UK market, ensuring consistent commercial performance, brand standards and operational execution across all doors. Monitor store performance through daily, weekly and monthly KPI analysis, stock productivity and clienteling activity. Translate business results into clear action plans for each door, identifying priorities by store, product category, team structure and local customer behaviour. Support recruitment across the market, from identifying staffing needs to screening profiles, supporting interviews, onboarding and team integration. Partner with the buying team on collection planning and product opportunities across different doors, missed sales and local market needs. Coordinate operational and logistics priorities, including stock flow, deliveries, replenishment, transfers, stockroom organisation and issue resolution between stores, concessions and head office. Train and coach teams across different doors on selling ceremony, product knowledge, CRM, clienteling, styling, complete selling and customer experience. Follow up on collection performance by door, highlighting opportunities, product gaps and commercial actions to maximise sell-through and customer engagement. Maintain strong visual and brand standards, ensuring each location is commercially ready, aligned with the collection strategy and consistent with the brand image. Act as the key point of connection between stores, concessions, head office, buying, logistics and senior management, ensuring communication is clear and actions are followed through.

Delivered a high-touch luxury customer experience within a premium Mayfair flagship environment. Built strong client relationships through personalised service, product storytelling and tailored recommendations. Supported sales performance by identifying customer needs, maximising cross-selling opportunities and maintaining strong product knowledge. Managed customer communication, order processing, shipment preparation and aftersales follow-up. Maintained high standards of presentation, organisation and customer service in line with luxury brand expectations. Supported daily store operations, stock handling and client-facing activities during peak trading periods.

• Provided administrative support to executives and staff members, optimizing efficiency and ensuring seamless communication. • Oversaw day-to-day store operations, maintaining facilities, equipment, and supplies to the highest standards. • Managed store budgets and maintained accurate records, contributing to cost-saving initiatives and improved financial performance. • Led employee recruitment, induction, and training processes, ensuring a high-performing and motivated team. • Supervised store facilities, adhering to security protocols and health & safety regulations, ensuring a safe and welcoming environment for customers and staff. • Managed store technology infrastructure, collaborating with IT departments to ensure optimal performance and functionality. • Implemented a comprehensive system for document management, streamlining processes and improving accessibility to critical information. • Tracked key performance indicators (KPIs) weekly and monthly, utilizing insights to drive strategic decision-making and achieve targets. • Handled customer feedback, queries, and complaints with professionalism and empathy, enhancing overall customer satisfaction. • Organized in-shop events and sales promotions, driving foot traffic and increasing sales revenue. • Spearheaded e-commerce initiatives, leveraging digital channels to expand the store's reach and drive online sales growth. Key Achievements: • Analyzed sales data and developed sales forecasts, contributing to an increase as a percentage of revenue. I managed a dynamic team of salespeople, fostering a collaborative environment that led to a close-knit team, resulting in altruism and goal-setting. Implementation of inventory management strategies, resulting in reduced overstocking of inventory discrepancies and improved inventory turnover.

Managed day-to-day store operations, ensuring smooth trading, strong service standards and effective team coordination. Monitored weekly and monthly KPIs, including sales performance, conversion and average transaction value. Led, trained and supported the store team to improve customer service, product knowledge and selling performance. Managed recruitment, induction and onboarding, supporting team stability and capability. Oversaw store standards, stock processes, facilities, security procedures and operational compliance. Managed customer feedback, queries and complaints, ensuring timely and professional resolution. Organised in-store activities, promotional moments and commercial actions to support sales opportunities. Collaborated with internal departments to resolve operational, technology and maintenance issues.

• Managed daily sales floor operations, ensuring smooth store functioning and exceptional customer service delivery at Zara. • Led and coached sales team members, conducting regular performance evaluations and providing constructive feedback to drive continuous improvement. • Analysed sales performance metrics, including daily and monthly targets, conversion rates, and average value, to optimise sales strategies and maximise revenue. • Provided personalized assistance to customers, addressing inquiries and resolving issues promptly to ensure high levels of satisfaction. • Oversaw visual merchandising and product placement, maintaining store cleanliness and organization in alignment with Zara's brand standards. • Collaborated with the stockroom team to manage inventory levels, ensuring adequate stock availability and appealing presentation on the sales floor. • Proactively addressed operational issues and customer complaints, collaborating with store management to resolve challenges effectively. Key Achievements: • Recognized for exceptional leadership and team management skills, fostering a positive work environment and driving team performance. • Successfully maintained high standards of visual merchandising, contributing to increased sales and customer engagement.

Conduct regular performance evaluations for team members, providing constructive feedback and identifying areas for improvement. Recognise and reward outstanding performance to motivate and retain top talent; Providing leadership, guidance, and training to the sales team; Monitoring and analysing sales performance indicators, such as daily and monthly sales targets, conversion rates, and average transaction value; Providing personalised assistance, addressing customer inquiries, and resolving issues promptly and effectively; Overseeing the day-to-day sales floor operations, including visual merchandising, product placement, and maintaining the store's cleanliness and organisation. Ensure compliance with Zara's brand standards and guidelines; Collaborating with the stockroom team to manage inventory levels on the sales floor. Ensure that merchandise is adequately stocked, replenished, and presented appealingly; Address operational issues or customer complaints in a timely and effective manner. Collaborate with store management to resolve any challenges on the sales floor.