Cindy Wise Email & Phone Number

Texas, United States

Denton, Texas, Us

Vice President Store Operations, US/Canada Leading operational execution, communications, retail technology, Omni channel in-store programs, workforce management, field education, regional operations, and team of 11 field-based Regional Operations Business Partners; trusted to empower 16,000 associates across 3,000 stores in USA, Puerto Rico, and Canada to deliver flawless execution and a customer experience that will result in revenue growth, customer retention, and profitability of the $1.8B Sally Beauty Supply division.

Denton, Texas, Us

Vice President Store Operations, UK/Continental Europe 1 year special assignment leading Operational Transformation of Sally Europe Division; 465 stores and 2 Head Office locations based in UK, Ireland, Netherlands, Belgium, Germany, France, and Spain.• Established organizational structure and scope of field and operations support functions; maximizing productivity while reducing overall headcount by 6.• Aligned and improved ways of working across 7 countries; reduced/simplified non-value added workload by field teams; built role clarity; provided consistent tools to drive one team one goal and enable stronger customer focus.• Centralized real estate and store maintenance processes; achieved COVID rent savings of 20%.• Centralized training & education resources; developed strategy to implement new sales and service model and product knowledge program to enhance selling skills to better serve customers.• Designed reporting strategy with visibility to international performance ranking and exception-based alerts to promote personal accountability for sales and store/field controllable expenses.• Key partner in rollout of new international payroll system, SDWorx; facilitated sourcing and selection of workforce management vendor; established framework and rollout plan for launch in 2021. • Built business offense strategy and action plan to operate stores within COVID restrictions.

Denton, Texas, Us

Vice President Store Operations, US/Canada Oversight for education, workforce management, communications, and overall operational strategy to enable and inspire the field/store teams to work as one team with one goal to deliver a customer experience that will result in revenue growth, customer retention, and profitability of the Sally Beauty division.• Transformed organization from a task-focused culture to a customer-centric culture through company restructure of roles and responsibilities, redefined expectations, incentive strategy, and education resulting in year over year conversion increase of 1%. • Launched NPS customer experience metric.• Led transition of communications strategy to engage associates with ‘the why’ and vision for the future; shifted from a disparate communications process to implement a best-in-class task management system where all communications are accessible in one place. • Delivered payroll savings of $3.4M annually through new labor optimization model; generated labor census; sales and payroll reporting, and supported international division to adapt the same principles. • Introduced eLearning and gamification to educate associates on the complexities of Hair Color, ShopperTrak scheduling, conversion and labor management, and metrics of the sales equation, which contributed to a 3% lift in Average Transaction Value.• Designed and implemented engaging field leader meetings; presented experiential learning maps to increase understanding and execution of the selling model; facilitated hands on field trips to enable field leaders to experience the new concept store design, elevated brand standards, and operational expectations in current store designs.

Milan, Italy, It

Leading operational strategy, associate engagement, communications, store systems, policy/procedures, operational efficiency, and executional discipline across 2000 stores generating $1.3 billion in sales, to enable team of 14K associates to consistently deliver the brand experience and create an emotional connection with every customer. • Recruited top talent to build exemplary 18 member Operations Team; promoted 8 team members within 2 year timeframe.• Partnered cross-functionally to design and implement training initiatives to improve the execution of the customer experience associate behaviors, including the digital transformation of product knowledge training from paper-based to a proprietary custom designed interactive app; achieved +2 PPT conversion improvement.• Transformed the measurement of customer satisfaction from a monthly mystery shopper program to a best-in-class real time customer feedback system; gained insights to key drivers of customer satisfaction; implemented focus behavior training/tools; increased Net Promoter Score by +10 in Year 1 of rollout.• Partnered with Workforce Management and Executive Field Teams to design and implement new labor model, which re-purposed $21M incentive spend to fund manager-on-duty staffing.• Directed deep dive assessment of new, relocation, remodel store opening process across 12 functional teams; identified 100+ gaps with potential to negatively impact on-time opening; restructured store ops team to provide dedicated 3 person team; published weekly master issue list for cross-functional accountability; achieved 98% on-time opening to quality standards.• Facilitated development of associate engagement strategy to grow customer loyalty program enrollment; increased customer data capture rate from 45% to 70% of total transactions.

Milan, Italy, It

Responsible for strengthening the associate connection to the Sunglass Hut brand by delivering engaging and timely communications, innovative and motivating contest/incentive opportunities, and effective special events/meetings that empower the delivery of sales/profit goals.• Directed the development and implementation of GO!play, a digital rewards and recognition program, which provides a fun and interactive way for associates to connect with the Sunglass Hut brand, learn about product/key business initiatives, celebrate and recognize each other, and earn points to redeem for merchandise. The program was subsequently adopted and rolled out to all LensCrafters stores.• Led a strategic shift in communications strategy from traditional hard copy/email to a progressive digital task management system, reducing hard copy printing costs by 90% ($300K cost savings annually), and enabling store-specific content to be delivered 'real time' for maximum efficiency to meet changing business needs.• Established Million Dollar Club Program; led the planning and execution of Million Dollar Club destination incentive trip; increased million dollar store count by 56% from 203 in 2013 to 317 in 2015.• Innovated the in-store associate experience with the rollout of store organization materials designed to provide consistent delivery and placement of Sunglass Hut brand messaging to strengthen the efficiency of the operation and associate connection to the Sunglass Hut brand.

Milan, Italy, It

Responsible for developing, implementing and maintaining the Sunglass Hut store communications strategy, ensuring all communications are aligned with the global brand position and business objectives, and that communications from the home office are integrated and delivered in appropriate timing for execution by stores and field leadership teams. • Directed development of new communications strategy for Sunglass Hut. Streamlined and prioritized communications, and implemented consistent format/delivery time for communications to enable stores/field to better plan and manage time. Reduced unplanned communications from an average of 16 per month to less than 3 per month.• Led the strategic development of core communication vehicles based on store/field feedback and defined principles for each channel to ensure consistency in execution. Earned International MarCom Award for FYi Magazine and KNOW IT Product Guide.• Led deep dive assessment into the visual merchandising workflow process due to inaccuracies, missed deadlines, increased shipping cost and team turnover. Developed new operating principles; restructured roles and responsibilities resulting in shipping/labor savings up to $400K annually.• Headed development of comprehensive high season Launch Kits to provide stores with one stop access to training and operational efficiencies to prepare and maximize sales at peak selling times. Hindsight surveys reported 90% of stores being “very prepared” to maximize sales.

Milan, Italy, It

Responsible for the general management and strategic sales/operating income initiatives of Licensed Brands and Outlets. Manage and develop projects for standardization of business practices, policies and procedures. • Led expansion of Sunglass Hut into 123 Macy's South locations. Reinvented new store opening process to meet zero defect on-time opening deadlines; established supporting team structure, developed processes for site selection, floor plan approvals, procurement checks and balances, and recruiting/training strategies to achieve flawless and timely opening of 123 stores within record breaking 100 days. • Leveraged expertise between Luxottica and Macy's store design teams to develop process improvements that resulted in the successful completion of 26 Sunglass Hut at Macy's FL store remodels within compressed timeframe.

Milan, Italy, It

Responsible for the leadership and development of key corporate initiatives to increase sales and profit of the LensCrafters brand. Lead the operations strategy and ensure alignment between stores and the home office.• Led the start-up of a new brand, The Optical Store at Macy's; responsible for development of strategic operating plan, including brand essence, store design, site selection, floor plan review, merchandising strategy, product mix, store systems, doctor model, final hiring approval of store management, optician/stylist/doctor training, operational policy/procedures, marketing, and relationship with Macy's. • Successfully opened/operated 7 Macy's Optical locations; Year 1 sales exceeded plan. Gained approval for expansion of 6 additional locations, based on generating cost reductions of $52,400 per store per year; achieved profitability in Year 3. • Facilitated a collaborative effort between Luxottica and Macy’s marketing teams to test direct mail and grass roots tools; gained inclusion into Macy’s key marketing publications; achieved incremental sales lifts up to $40K per week.

Milan, Italy, It

Responsible for championing innovative ideas to improve service and increase perceived value in the LensCrafters Store experience. Provide strategic direction for Store Operations Team, and leverage talents of the team to strengthen cross-functional team effectiveness, create project work plans, timelines and deliverables. • Led the research and testing of new image capture software across 50 LensCrafters stores; facilitated customization of software based on optician/customer feedback; design and placement within stores, installation process, store training and success measurement. Ran value engineering efforts to reduce cost by $5K per store. • Selected to the Foresight cross-functional team of 5 charged with conceiving a new LensCrafters prototype store design, including reinventing all operational, merchandising, and training processes, including the development of a proprietary queuing system to queue customers between the doctor, retail and repairs services. Rolled out key components of the prototype at varying levels nationally.

Milan, Italy, It

Responsible for operational logistics of new, relocation, remodel store openings, closings and acquisitions. • Led, developed and continuously improved operational processes across all involved departments including New Store Team, IT, Store Design, Purchasing, Equipment Center and Vendors. • Reduced new store opening timeline from 2 weeks to 3 days in prep for record breaking fleet expansion of 100 new stores per year bringing the total store count to 850 in 1999 with total sales of $1 billion, +13% over prior year.

Responsible for customer satisfaction and development of retail services to differentiate Mercantile Department Stores from its competitors and increase market share.• Increased Customer Satisfaction from 74% to 88% (Industry standard 70%); earned national recognition by Consumer Reports Magazine as one of top 4 national retailers in customer service.• Led the development of PR/Marketing plan for the Grand Opening of 2 new locations.• Established Locator Service, Gift Registry, and partnered with Anthem Insurance to open the first retail-based Mammography Center in the Tri-State. • Expanded and redesigned Personal Shopping Service; recruited and retained top performers resulting in increased sales from $4.2M to $30M, while reducing selling cost from 10.7% to 5.7%. .

Represent Cincinnati based McAlpin's Department Stores (9 stores) as spokesperson, fashion authority, and community liaison to elevate and establish McAlpin's as the premier shopping destination in Cincinnati.• Budgeted, planned and directed fashion shows and special events with attendance up to 19K. • Researched, wrote, and commentated Daily Fashion Report aired on top 4 local radio stations. • Earned National Crafted with Pride award for BEST "Made in the USA" retail promotion.

Responsible for sales and profit of $2M skincare, beauty, and fragrance cosmetics operation. • Recruited, hired, developed, managed, and evaluated cosmetic staff of 45 associates. • Analyzed space allocation; bought inventory to stock and sales plans.• Led operation through 2 major remodels.