I provide strategic leadership for retail operations and performance across 200+ US locations with a $34M annual labor budget. I oversee merchandising, budgeting and planning, procurement, maintenance, customer service, communications, in-house print production, shipping, training and policy development. I provide support and resources for all partnership projects and establishes KPIs and tracks performance and progress to ensure sales and expenditure goals are met. I direct cross-functional teams in executing new store openings, merchandise planning and layout, pop up projects and closings and liquidations. I lead planning for annual conference for associates and vendors. I manage a cross-functional team of 11 managers, supervisors and coordinators. Highlights so far include: Reducing procurement expenses by 12% year over year through implementation of controls and order reviews, sourcing, pricing negotiation and consolidation of vendors. Overhauling the online customer support function, aligning resources to streamline workflow and resulting in faster response times, better escalation resolution and improved customer experience.Acting as customer experience advocate during the ecommerce website redesign project, driving best practices to address functional problems and spearheading processes to prioritize and resolve issues.Planning annual industry convention for 500 attendees, leading team of 12 and external production company to develop and execute the event, negotiate contracts and manage budget.Onboarding new traffic system and implemented company-wide in partnership with IT, enabling improved use of data to allocate resources based on in-store volume. Creating models and plans to enable compliance with the CCPA Privacy Act as a member of a cross-functional task force to develop the company’s response to the new law.Providing strong, effective management through company acquisition by FYE, providing clear communication & direction during transition.

I led management of store operations and staff training for 500 locations across the US and Puerto Rico following multiple acquisitions. I collaborated with district management, human resources and operations to ensure best practices for staffing, goal planning and cost containment, and oversaw development of field communications and training materials. I managed a team of 3 coordinators.Achievements included: Developing policy and best practices to reduce operational expenses, improving staffing and scheduling processes and resulting in a $300K savings.Improving labor allocation by analyzing volume and distribution across stores, redesigning staffing structure to reduce costs by $600K.Creating process and developed database to measure KPIs to improve accuracy and evaluation of annual performance appraisals, enabling equitable salary increases and improving employee morale.Developing new store opening and relay operating processes, documenting procedures to enable successful cross-functional project management and achieving critical timelines.

I developed compensation guidelines for corporate and field positions and prepared data submissions for compensation surveys. I advised C-level and management teams on salary guidelines and oversaw annual performance appraisals. I promoted standards and consistency for compensation across the organization by analyzing market data and identifying and reporting compensation trends and issues.Successes included: Transforming payroll processes by creating a digital system for payroll changes, resulting in improved workflow, greater efficiencies and significant reduction in error rates; this system is still in use today.As a key member of the Musicland acquisition team, provided analysis of existing systems, managing employee retention and restructuring staffing to enable a seamless transition.

I developed and delivered patient safety education programs and co-designed emergency response processes to ensure compliance with Department of Health and JCAHO standards.