Store Manager Customer Experience

Dynamic and results-driven store

manager with over a decade of

experience leading high-volume

stores, driving sales, and fostering a

customer-centric culture. Proven

track record of optimizing operations,

managing multi-million-dollar revenue

streams, and developing high-

performing teams. Adept at analyzing

business trends, executing

merchandising strategies, and

ensuring operational excellence.

Recognized for driving sales growth,

improving employee retention, and

spearheading process improvements

that maximize profitability and

efficiency.

PROFILE SUMMARY WORK EXPERIENCE

STORE MANAGER OCTOBER 2024 - PRESENT

Tommy Bahama Las Vegas, Nevada

• Motivate and inspire team members by embodying the brand’s vision, fostering a high-performance culture, and ensuring an exceptional lifestyle experience for customers and employees while elevating guest satisfaction, driving over 40 five-star experience surveys.

• Forge strong sales and service relationships by consistently demonstrating and reinforcing key behaviors, setting a high standard for the team, and optimizing the guest purchase experience.

• Champion a sales-driven culture, strategic planning, executing, and analyzing business performance to maximize efficiency and profitability while leading the team to surpass sales goals in five of the last six months.

• Develop and mentor high-potential employees by providing clear expectations, career development strategies, and continuous coaching; promote one ASM to Store Manager and recruit two prior colleagues into ASM roles.

• Leverage an entrepreneurial mindset to identify and execute community-based marketing opportunities, enhancing brand presence and store traffic.

• Collaborate with the Mall's Special Events Coordinator and external vendors to increase sales conversion by 3% over the prior year. STYLE AND MERCHANDISE EXECUTION AUGUST 2023 - OCTOBER 2024 Macy’s Summerlin, Nevada

• Delivered an elevated shopping experience by ensuring seamless merchandising execution, compelling visual displays, and strategic event setups.

• Directed merchandising operations, including inventory flow, pricing updates, signage management, and visual execution, ensuring an engaging and dynamic sales floor.

• Curated visually inspiring displays and integrated fashion trends and brand aesthetics to captivate customers and enhance the shopping experience.

• Maximized sales potential by leveraging fashion expertise, analyzing merchandise performance, and executing tailored merchandising strategies.

• Implemented and enforced merchandise execution standards, translating seasonal and monthly execution guides into customized store layouts.

• Led cross-functional training on visual merchandising, brand standards, and customer experience strategies to maintain a best-in-class retail environment.

• Developed and executed pricing, promotional, and merchandising strategies, optimizing sales performance and customer engagement.

• Advanced DEI initiatives through mannequin styling and trend presentations empower customers to discover their style.

• Created comprehensive visual documentation to educate and inspire teams, ensuring consistency in execution.

• Trained and mentored the Customer Experience Manager, enhancing leadership capabilities and operational effectiveness.

• Recruited, coached, and managed a high-performing team, providing clear direction, performance feedback, and career development opportunities.

• Optimized inventory processes, overseeing stock flow, placement strategies, and stockroom organization to enhance efficiency.

STORE MANAGER AUGUST 2021 - JULY 2023

Bed Bath & Beyond Henderson, NV / San Francisco, CA (Flagship Location)

• Enhanced associate performance through sales training, product knowledge, and consistent coaching, driving an increase in sales conversion from 48%

(goal: 49%) to 53% and boosting rewards program enrollments to 6.5% of sales transactions in 2021.

EXPERTISE

• Retail Operations Management

• Sales Growth & Revenue

Optimization

• Talent Development

• Merchandising & Visual

Presentation

• Customer Engagement

• Profit and Loss Management

• Financial Planning & Budgeting

• Inventory Control & Loss

Prevention

• Operations & Process

Improvement

• Recruitment, Training, &

Performance Coaching

• Strategic Planning & Business

Analysis

• KPI Analysis & Business Strategy

• Relationship Management

JOAN HEASLEY

RETAIL STORE MANAGER 714-***-****

*******@*****.***

3660 Saint Rose PKWY

Henderson, NV 89052

EDUCATION

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WORK EXPERIENCE

• Optimized scheduling strategies to align with peak traffic patterns, generating

$12 million in sales to close out 2022.

• Controlled labor costs by maintaining budgeted hours and maximizing profitability while upholding service excellence.

• Championed talent development, leading succession planning efforts that promoted two ASMs to Store Manager, two Supervisors to ASMs, and two Sales Leads to Supervisors between 2021 and 2022.

• Leveraged retail expertise to build strategic internal and external partnerships, driving problem-solving initiatives that removed operational barriers.

• Selected as one of ten Store Managers (out of 600) to serve on the company’s SM Council, responsible for troubleshooting store challenges and providing proactive solutions.

• Provided executive-level insights, proactively communicating store successes, opportunities, and obstacles to the RVP and Senior DM to secure optimal support.

• Led merchandising collaboration efforts, ensuring visual standards aligned with brand expectations, resulting in an aspirational and engaging shopping environment.

STORE MANAGER AUGUST 2020 - AUGUST 2021

Burlington Stores Rohnert Park, CA

• Revitalized recruitment and engagement strategies, improving associate retention by 75% over 2019 and achieving an 84% favorability rating in the 2021 Engagement Survey.

• Developed leadership pipelines, ensuring internal talent progression into key roles.

• Spearheaded visual merchandising initiatives, executed company directives, and elevated store presentation, earning recognition for Holiday 2020 merchandise execution, strategic product placement, and KPI-driven decisions, increasing sales by 6.9% over 2019.

• Ensured operational precision, maintaining a 90% pricing and markdown accuracy rate while enforcing Burlington’s Best Processes for inventory compliance.

• Implemented cost control measures, optimizing payroll, productivity, and shortage management to support overall expense reduction.

• Maintained cash office and service desk compliance, enforcing building safety standards and swiftly addressing operational concerns to ensure an efficient and secure store environment.

MERCHANDISE TEAM MANAGER / AREA SALES MANAGER (COSMETICS) JUNE 2011 - JULY 2020

Macy’s Union Square (Flagship Location) San Francisco, CA

• Drove $23M in annual sales, contributing to store growth of +7% YoY and exceeding the target by 32% to close out 2019 through strategic execution and business opportunity identification.

• Analyzed sales data daily, leveraging insights to capitalize on strengths and address deficiencies, partnering with VPSM, DM, and SM to implement actionable solutions.

• Developed and implemented workload optimization strategies, utilizing Pipeline forecasting to create structured daily, weekly, and monthly resource allocation plans.

• Streamlined merchandising execution and coached MTLs and merchandising teams to pre-plan product placements a month in advance, ensuring efficient execution and adherence to shortage prevention measures.

• Enhanced selling floor presentation, mentoring MTLs and SMs to guide sales associates in floor recovery and upholding high merchandising standards.

• Led fulfillment operations, managing support teams to exceed customer fulfillment goals through optimized picking, packing, and shipping processes. CORE SKILLS &

COMPETENCIES

• Strategic leadership ability to lead

teams through organizational

changes, ensure effective task

distribution, smooth transitions,

and continued performance to

maximize productivity and

manage high-pressure situations.

• Outstanding customer service

prowess to deliver world-class

shopping experience by

anticipating customer needs and

providing personalized service,

managing escalated customer

concerns, and ensuring

satisfaction and retention while

building long-term customer

relationships through loyalty

programs and customized

interactions.

• Resourceful in proactively

suggesting and implementing

process improvements to boost

store efficiency and profitability,

create engaging in-store

experiences, and optimize visual

merchandising and store layout to

enhance shopping flow and

product exposure.

• Excellent communication skills to

effectively convey expectations,

feedback, and company

directives and engage with

customers, employees, and

corporate leadership while

hosting team meetings, training,

and performance discussions to

foster a collaborative work

environment.

• Solid problem-solving skills for

identifying and addressing

operational challenges, from

inventory issues to staff

shortages, implementing practical

solutions to improve store

efficiency and customer

satisfaction, reviewing sales

trends, and adjusting business

strategies.

Contact this candidate