Operations Manager

Richelle Johnson

Phone: 631-***-**** Email: **********@*****.***

PROFESSIONAL EXPERIENCE:

Malai (NYC) Operations Manager (7/2020-Present)

• Manage CPG product strategy for Malai Ice Cream brand, retail, and e-commerce.

• Evaluate market trends and consumer behavior to identify key opportunities across consumer segments.

• Analyze marketing mix, including product formulation, price, packaging, and promotion to help drive sales, profit, and build brand awareness.

• Assist owner/CEO with interviewing and onboarding new employees; analyze organizational processes and workflow to help improve efficiency and productivity; and provide support in all other activities as needed.

• Answer all customer service inquiries and questions for Malai wholesale via email and phone. Freelance (NYC) (9/2019-6/2020)

BakedNYC (NYC) Marketing Operations Manager (3/2013-6/2019)

• Helped onboard new hires in the brand culture and products, tracked employee progress and/or issues, trained team members on new systems. Collaborated with the HR manager to write, post & manage job listings, sourced candidates, and interviewed & hired staff for the CPG side of the business.

• Managed partnerships with major retailers (Sur La Table & Cost Plus World Market), vendors, printers and freight companies. Handled all CPG-related inquiries and customer service issues via email and phone. Represented the brand in a multitude of settings: tradeshows, regional and local events, and in-store promotions.

• Responsible for set-up and maintenance of BakedNYC Brand Store (baking mixes & granola) on Amazon.com: purchase orders; logistics; shipping; invoicing; vendor issues; customer service; product listings; brand content; inventory management; sales reporting; marketing & promotions, and direct fulfillment. Supervised warehouse & logistics coordinator, directed employee on daily planning, shipping, and coordinating of all warehouse activity.

• Researched and implemented new CRM software to help sales team streamline process from beginning to end. Selected a personalized and intuitive system that complimented the varying skill level of the sales team. Went through demos, conference calls, etc. Served as admin on the project and set-up necessary fields and answered basic questions. Wrote job description and hired IT manager to oversee the systems integration, implementation and maintenance.

• Helped develop, executed and measured integrated multi-channel marketing plans through social media channels, SEM, email marketing, newsletters and events, as well as, managed creative agencies and partners to support campaign objectives and initiatives.

• Provided forecast input based on shipments and consumption trends for Baked Granola & Baked Mixes. Monitored SKUs through production process – beginning to end. Identified ways to create a better workflow and process with external partners (retailers & manufacturers) through ordering, production, and shipping and looked for business opportunities within current partner accounts and new business.

• Participated in ideation sessions of new products & packaging updates; wrote romance & instructional copy & named new products; supported key project execution including line extensions, package redesigns, and consumer promotions, label changes, naming and SKU rationalizations; worked internally to better understand audience opportunities, motivators and obstacles. Drafted and monitored timelines and budget for packaging and promotional projects.

• Attended tradeshows, food show events and special promotions; promoted products and raised brand awareness; gained understanding of consumer and market trends; analyzed competitors; coordinated trade show planning and strategy; monitored inventory levels at distributor’s warehouse.

• Tracked budget and reconciled POs/invoices monthly with finance team; ensured all invoices were entered correctly; disputed chargebacks when necessary; and provided weekly financial status reports to the investors.

• Past responsibilities included: screened and answered all company emails through ****@********.***; engaged audience on social media platforms (Instagram & Facebook); booked speaking engagements and demos for the Baked owners; served as Baked ambassador in the field. Leibowitz Communications (NYC) Account Manager (1/2012-1/2013) Client: TIAA-CREF

• Managed client campaigns for branding & redesign projects for financial and retirement planning; client services, project management & administration, researched, prepared necessary documentation and reporting.

• Acted as primary client contact to troubleshoot and resolve issues, maintained a deep understanding of client business goals, products & services, wrote proposals and creative briefs for print collateral, sales tools, and digital.

• Managed projects (i.e., marketing materials, 529 materials, direct mail, & templates) from start to completion, evaluated copy, artwork/layout, and production material with internal team and suggested revisions prior to being submitted to client.

• Tracked project labor and budgets, financial reporting, prepared estimates and monitored scope of work, assisted with RFP, handled special projects, oversaw junior account executive and kept senior management informed of account activity, challenges and opportunities that arise. American Express (NYC) Marketing Project Manager (contractor) (10/2011-12/2011)

• Project management for all digital & mobile jobs from beginning to end for Serve.com; planned, executed, and finalized projects according to strict deadlines and within budget.

• Defined project scope, goals, and deliverables that supported business goals in collaboration with senior management and tracked invoices & estimates.

• Effectively communicated project expectations to team members, wrote marketing & creative briefs, managed assets & brand guidelines, and assisted with kick-off meetings.

• Acted as liaison between brand marketing team and outside agencies regarding all creative projects, tracked project milestones and deliverables, determined the frequency and content of status reports, and developed best practices and tools for project execution and management. McFrank & Williams Advertising (NYC) Freelance (1/2011-9/2011) Client: TSA

• Media, internet & market research, competitive analysis, vendor relations, project management, conducted phone/email outreach, identified new opportunities; communicated ad specs & creative leads to agency, made media recommendations, and ongoing liaison with advertisers, 3rd party vendors and internal departments. GlobalHue (NYC) Account Supervisor & Senior Account Executive (7/2007-12/2009) Client: U.S. Census Bureau, Verizon & AdCouncil

• Oversaw the marketing and advertising (TV, radio, print, outdoor, digital, grassroots events & PR) for the multicultural segments of the 2010 Census. Worked with client and agency partners on overall strategy and communication goals for the 2010 Census. Organized kick-off & pre-pro meetings; worked with producers/directors on TV, radio & print projects (scouting locations, casting, talent contracts); helped execute and coordinate campaign initiatives; and maintained invoicing, budgets & timelines.

• Worked collaboratively with all agency partners on the Verizon FiOS launch. Served as point of contact for team and provided direction on day-to-day activity with client; led status meetings and kick-off meetings for new projects; kept agency updated on all major aspects of clients’ business and processes; and assisted with the growth and strategic development of client’s integrated marketing goals.

• Kept abreast of the competitive landscape, ensured all conceptual and creative ideas met all objectives and key brand strategies & guidelines. Assisted with managing scope of work and maintaining projects within budget, tracking, analyzing, and reporting upon the effectiveness of initiatives and campaigns.

• Put together client presentations, briefs and POVs; project managed campaigns with internal teams to ensure smooth campaign launch; kept team informed of client requests/changes; obtained all required client approvals; attended research focus groups; coordinated with media, creative and production to ensure all media deadlines and schedules are accurate and up to date.

• Supervised AE/SAE and conducted training & on boarding of new team members.

• Volunteered on pro-bono Ad Council Project – Multicultural Underage Drinking Campaign. EDUCATION:

Florida State University - BA in English (Minor in Communications) UCLA –TV Writing for One-Hour Drama Series

ADDITIONAL SKILLS:

Word, Excel, PowerPoint, Quick Books, Square, Google Docs & Analytics, Amazon Vendor Central Portal, Zoho CRM

(MAC & PC)

UNIQUE FACT: booked as a hand model for a digital pharmaceutical campaign (Ferring Pharmaceuticals) launched 4th Quarter 2013 for Prepopik™.

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