Guest Experience Business Process

MAGDALENA NASSAR (LINKY)

Solution driven individual with experience in developing and improving processes; driving KPI’s ; leading cross-functional teams and increasing guest satisfaction through collaborative relationship. My experience in business process re engineering has fueled my passion to lead and work with people from different backgrounds. Known throughout my career, as a leader, that supports the team in reaching our potential.

Las Vegas, NV * 702-***-**** * *******@*****.***

EXPERIENCE

Director of Retail

October 2022 – present

.

Responsible to drive Business objectives and KPI ‘s

Serve as a Manager-on-Duty - responsible for oversight of the Museum’s daily performance, including operational supervision of all staff engaged in public operations, ensuring a world-class guest experience while exercising judgment in adjusting to daily operating conditions.

Lead as the organization's primary champion of retail, identifying opportunities to cultivate revenue streams while advancing a culture of world class service in all guest interactions and contact points between the Museum and the public.

Participate in the ongoing evaluation and assessment of the overall quality of the guest experience, efficiency of operations, and staff performance, providing recommendations for improvement and opportunities for enhancement.

Evaluate and direct the maintenance of standards within the Museum gift shop, ensuring superior presentation of merchandise maximizing revenue and facilitating a seamless and world-class guest experience.

Continually assess and implement improvements to optimize revenue generation in the Museum’s on-site ancillary revenue generating areas, including audio tours, concessions, souvenir moonshine sales, souvenir

photo sales, etc.

Collaborate with Marketing team and other departments on pricing, collateral materials, packaging, and all other aspects of ancillary revenue generating areas.

Collaborate with Guest Services and Food & Beverage teams and other departments on operations, inventory control, merchandising, sales strategies, talking points and all other operational aspects of ancillary revenue generating areas.

Lead and/or participate in projects that develop new or expand and improve upon existing onsite revenue streams.

Work closely with the finance team and other departments to ensure that ancillary onsite revenue performs within expected forecast/budget, or determine the cause of imbalances that may occur, inclusive of primary

accountability for financial results and expense management.

Provide operational assistance for special events, programs, and promotional efforts.

Provide support in sourcing and procuring specialty retail items for the Speakeasy, Concessions, and Event Plaza spaces including but not limited to glassware, apparel, souvenir items, and other various retail items

Maintain all retail display cases or other merchandising within the F&B spaces.

Work closely with the Sr. Director of Guest Experience to implement programs that incent, recognize, and reward behaviors that are consistent with a world-class guest experience and optimize ancillary onsite

revenue.

Stay abreast of in-house exhibitions, educational programs, and related community events, identifying strategies for leveraging any revenue-generating opportunities.

Demonstrate leadership in fostering an organizational culture that values innovation, promotes inclusion, and inspires excellence in the work environment.

Store Manager

September 2020 – September 2022

The Vitamin Shoppe

Responsible to drive Business Objectives and key results (KPI - ADP, UPT,

Conversion)

Provide leadership by analyzing week to date, month to date, year to date

reports and developing action plans to achieve goals.

Lead a selling culture through building customer loyalty and fostering long term

relationships

Ensure retail store management practices and effective cost control procedures

for all operating, payroll, maintenance, and supply costs.

Ensure that all store personnel, including management teams, are properly

trained in all aspects of their job functions, policies and procedures, and that

they are supported in their career development process (See Special Project)

Manage merchandise flow activities, including leading teams in cycle counting,

processing and replenishment as appropriate.

Responsible to investigate discrepancies, adjustment and all damages. Perform

Loss and Prevention

Execute and manage all promotions, sales and change over on a month, weekly basis (Ensure highest visual standards are maintained)

Delegate responsibilities and provide guidance and motivation to drive the team

performance

“Special Project/s: - Create and implement Development & Performance Program, create operational documentation to support "new" employees in their induction process within the store.

Operational Manager (Hard and Soft Lines)

April 2017 – December 2019

Mars Retail Group (M&M World - Las Vegas, NV)

Analyze sales reports and financial statements to ensure that KPI’s are achieved.

Provide leadership and direction to drive operational and merchandising strategies while delivering an exciting retail experience

Leads, mentors, trains and develops a merchandise team, including Leads, to leverage and improve by providing feedback and coaching.

Develop and execute merchandising strategies, plans and ideas for the store.

Create and analyze inventory and product performance reports and propose merchandise strategies to store leadership teams to drive business.

Manages the physical inventory process including the management of all inventory and stock control processes within the store through continuously reviewing and creating “best” practices.

Accountable for training associates on product knowledge, standard operating procedures and quality processes (LRQA).

Manage Special projects (Bartender transition, Candy Waste : Sustainability)

Operational Manager (Candy)

July 2011 – March 2017

Mars Retail Group (M&M World - Las Vegas, NV)

Provide leadership and direction to drive operational strategies while delivering exciting retail experience.

Actively manages associates by regularly conducting one-on-ones, performance reviews, mentoring and coaching as well as setting challenging goals to ensure their development. Accountable for training associates on product knowledge, selling strategies, standard operating procedures and quality processes and food safety

Manage merchandise flow activities, including leading teams in cycle counting, processing and replenishment as appropriate. Responsible to investigate discrepancies, adjustment and all damages. (Areas : color work, candy bars, pre-packaged, in store production supplies and specialty chocolates).

Constantly analyzing store visual displays with sales figures to ensure proper placement of product to increase overall sales. Lead changes to maximize sales by focusing on best placement of merchandise within the store. This includes the integration of new items on the sales floor to ensure visibility and sell-through.

Created and developed the framework for the Quality and Food Safety program (MRG) in My M&M Stores. Accountable for ensuring that the Mars Retail Quality and Safety Program is implemented and managed in accordance with the MRG processes.

Manage, support and implement SPECIAL projects across MRG (Nexus configuration, Bartender software and printer implementation including creation and development of all masterdata and templates for copack items in all stores, Quality and food safety program implementation for all stores, weights verification on all copack items)

Accountable for sustainability, prevention and loss process implementation and integration within the candy world environment.

Initiates the development of new and analyzes existing procedures under the guidelines of Company’s policies.

EDUCATION

LRQA Certification

(2015) (LRQA)

Mcom Human Resource Management

(1996 - 1998) ) (University of Pretoria – South Africa)

AWARDS AND ACHIEVEMENT

•2023 Increased % in Total online sales - 12% over 4% LY, increased category growth for online purchased between 2 - 6%, increased traffic growth with total order growth of 34% vs LY.

•2021-2022 Consistently achieved increased % in Total sales - 6% over LY, Total Private Brand Sales - 12% to 27%, AOV - $35 to $38 and Unit per Transaction - 2.1 to 2.7.

•2018/9 Achieved "COMPLIANCE" rating in LRQA for our Las Vegas Store

•2018 Nominated as one of a project team to support the opening of the M&M store in China (Make a difference )

•2017 Received recognition for Quality and Food Safety Program (Certificate of Recognition : Quality)

•2016 & 2017 Achieved "COMPLIANCE" rating in LRQA for our Las Vegas Store

•2015 - Created and developed the framework for the Quality and Food Safety program (MRG) in My M&M Stores. Accountable for ensuring that the Mars Retail Quality and Safety Program is implemented and managed in accordance with the MRG processes (LRQA)

•2014 Leader of the Quarter

•2013 Nominated as one of the finalists of "Make a Difference" in the category PLANET - SMILE TRAIN.

•2012 Received recognition with regards to creating a sustainability program to recycle and up cycle candy waste. All proceeds goes to the SMILE TRAIN charity (Rewarded with 200 MARS STARS by Director of Mars Retail Group)

•2012 Received the “Molinillo Award” for tremendous impact on the business and the team (From the President of Mars Retail Group)

COMPUTER SKILLS

SAP Fusion

JDA

Kronos/Dayforce

Microsoft office (Word, Excel and PowerPoint)

MS Project

QuickBooks

Galaxy

Toast

JazHR

Bump

Contact this candidate