Seasoned Operations Leader - 25+ Years Retail Expertise

Joe Wong

******@**.*** • 416-***-****

Retail Executive Revenue Growth Multi-Unit Leadership

Dynamic retail leader with 25+ years of expertise in driving profitability, operational excellence, and team development across multi-unit stores. Consistently exceeding revenue targets, achieving positive EBITDA, and implementing innovative strategies in omnichannel retailing. A visionary coach committed to fostering client-centric environments and building high-performing teams.

— Areas of Expertise —

Multi-Store Management Profit & Loss (P&L) Leadership Omnichannel Strategy

Clienteling & CRM Budgeting & Forecasting Staff Training & Development

— Career Acumen —

Ability to adapt to rapid business changes

Pervasive ownership mentality

Ability to collaborate and work across boundaries

Consistently foster client-centric store environments that build customer loyalty

Coaching and mentoring individuals and teams

Professional Experience

CAREER BREAK 8/2024 – Present

LONGCHAMP CANADA Canada

Regional Manager, Canada 8/2021 – 8/2024

Oversaw Canadian retail operations across Toronto, Vancouver, Montreal, and eCommerce channels, achieving annual sales of CAD$28M. Directed teams and implemented strategies to optimize clienteling and maximize profitability..

Key Accomplishments:

Primary responsibilities includes direct supervision of Canadian Retail Operations, sales and profitability, Visual Merchandising, Shipping, Facilities, Canada Online eCommerce and hiring & training.

Directed 4 Store Managers, 4 Assistant Managers, 1 eCommerce Manager, and 65 associates..

Launched Canadian eCommerce platform in 2023 and successfully opened Nordstrom Concessions and Toronto Premium Outlet locations, as well as standalone Boutique locations in Vancouver and Montreal.

Working in cross collaboration with Retail Director, Retail Buyers, Store Operations, Human Resources, Omnichannel, Marketing, Visual teams in Paris, as well as 3rd party vendors.

Facilitate communication and best practice sharing among stores and eCommerce to optimize overall retail operations performance.

Achieved EBITDA-positive results for FY2023–24 and exceeded sales budgets by 44% (FY2023) and 16% (FY2024). eCommerce has a consistent fulfilment rate of between 97-98% since launched.

Secured the highest North American conversion rate (38%) for clienteling outreach sales in 2024.

Successfully hosted the Top 10 senior executives from Longchamp Paris for their Board of Directors meeting in Canada.

Represent Canada retail division in executive meetings and strategic planning sessions.

Apply and support related sustainability initiatives.

SALVATORE FERRAGAMO Halton Hills, Ontario

General Manager (10 months maternity contract) 7/2020 – 5/2021

Opened the first Outlet store in Ontario and oversaw all management functions of a 4,500 square foot Outlet with annual sales of CAD$25 million. Monitored sales data, staffing budgets, expenses, inventory, CRM and a team of 12.

Key Accomplishments:

Set up and opened the first Outlet in Ontario during pandemic time without any physical assistance from Head Office personnel.

Network and recruited the entire team.

Achieved sales budget in the first 2 months of store opening – August exceeded budget by 112%, and September exceeded budget by 109%. Finished FY2020 with 103% over budget, despite pandemic restrictions and lockdown in the last 2 weeks of the year.

Exceeded company’s KPI targets in Cross Selling, UPT, Conversion and Average Ticket for the year.

Net revenue generated from clienteling accounts for 35-40% of total sales.

BOTTEGA VENETA Toronto, Ontario

General Manager 10/2018 – 8/2019

Oversaw all management functions of a 7,000 square foot flagship boutique with annual sales of CAD$15 million. Monitored sales data, staffing budgets, expenses, inventory, and full profit and loss responsibilities. Ensured that all staff at the store and other locations were effectively trained to provide top quality customer experiences that led to customer loyalty and return business. Recruited the best sales staff and met with them one on one monthly to determine training and development opportunities.

Key Accomplishments:

Facilitated the career advancement of an Operations Supervisor to Operations Manager and a Sales Associate to Department Supervisor.

Ended the 2018 fiscal year at 120% over projected revenue, second quarter of 2019 at 112% of expected sales, and third quarter at 108% over the forecasted target.

Work in collaboration with Events and Marketing departments to design and execute a Mother’s Day event in partnership with American Express Centurion Card members for VICs that generated over $80,000 in sales during a 5-hour private event.

Work in close collaboration and partnering with the merchant team to drive product newness and excitement, optimizing brand matrix, and evolving assortments; providing ongoing customer feedback on product and making buying recommendations.

ECCO SHOES CANADA Toronto, Ontario

Regional Operations Manager 4/2016 – 10/2018

Effectively managed and monitored 13 retail stores with CAD$28 million in annual sales volume and 148 employees. Implemented a client relationship management (CRM) tool that allowed staff to maintain client relationships to garner repeat business. Tested and trained personnel on new point of service (POS) and Omnichannel systems. Initiated multiple training programs for Store Managers to drive a performance focused culture with the goal of increased sales and customer loyalty. Full profit and loss responsibilities for the region.

Key Accomplishments:

Increased anticipated revenue by more than 15% for the year ending 2016.

Achieved the highest increase in revenue among four different regions with 113% over LY.

Coached, developed, and promoted two Assistant Managers to Store Managers, five Supervisors to Assistant Managers, and one Store Manager to Head Office.

Plan, organize, execute and emcee the annual Managers’ Conference from 2017-2018. Also delivering presentation on the subjects of Clienteling, Personal Branding and Multi-Generation Workforce.

Project manager/Trainer for the new POS and Omnichannel system resulting in smooth rollout and implementation.

Work in collaboration with Marketing department to execute the eblast and direct mail promotions.

HERMES Hong Kong, China

Boutique Director 9/2010 – 2/2016

Opened and operated a flagship boutique in Hong Kong with annual revenue of US$76M. Designed high-profile events and drove operational excellence..

Key Accomplishments:

Exceeded revenue budgets by 100% for 5 consecutive years.

Trained and developed the Assistant Boutique Director to eventually become the Boutique Director in 2015.

Partnered with marketing/event teams in Paris to execute a 5-hour charity VIC event generating US$100K+ sales, donating 20% to charity.

Work in close collaboration and partnering with the merchant team to drive product newness and excitement, optimizing brand matrix, and evolving assortments; providing ongoing customer feedback on product and making buying decisions during buying trips to Paris.

Achieving EBITA targets by effectively managing expenses and payroll costs.

STARBUCKS COFFEE CANADA Toronto, Ontario

District Manager 6/2005 – 9/2010

Directed the operations of 12 retail stores producing nearly CAD$15 million in sales annually. Utilized digital systems and tools that allowed for the constant visibility of sales and performance data and reports including full profit and loss (P&L) control. Build implementation plans to support initiatives that consistently led to operational excellence. Support the managers and staff by coaching, training, and developing them on a regular basis.

Key Accomplishments:

Increased expected revenue each year between 2010 – 2012 by over 100%.

First district in the country to have all Store Managers Coffee Master certified.

Acting Regional Director for 6 months overseeing 7 districts and 105 locations. Delivering year-end results presentation to the Board of Directors, and participating as a member of the company’s Canada Senior Leadership Team by supporting the development and execution of company strategies.

Key initiator of the Kerb to Cup customer journey experience which resulted in name on cup at all Starbucks locations across the globe in 2012.

Improve district service level score from 68% to 89% over the course of 2 years.

UNITED COLORS OF BENETTON. New York, NY

District Manager 9/1997 – 5/2005

Managed and oversaw the Italian fashion apparel chain’s financial and administrative, merchandising, sales generation and training and recruitment of 6 stores in the New York Long Island district, with a combined total annual sales volume of about US$27 million.

Key Accomplishments:

Achieved annual revenues of over US$28 million consistently.

Developed and promoted Store Managers and Assistant Managers according to their careers paths.

Education and Credentials

Bachelor of Arts in Psychology & Political Science

National University of Singapore – Singapore

Professional Development:

Intensive Workshop for Retail District Managers Joint Health & Safety Certified First Aid CPR/AED Level C

Fierce Conversation Change Leadership

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