Jonathan Waugh Email & Phone Number

United States

Based In The San Francisco Bay Area

I was recruited to lead a large-scale retail operation with approximately 500 stores and $2 billion in annual revenue. My leadership team included four Senior Regional Directors, 28 District Sales Managers, the Business Development team, and Furniture Retail Account Managers. Prioritizing key performance indicators (KPIs) was crucial to driving business success and growth. Select Achievements:• Orchestrated and executed sales and customer experience strategies, resulting in a 2% year-over-year revenue increase, with an outstanding 10-15% overachievement during the Covid-19 pandemic.• Effectively transformed the company's Net Promoter Score (NPS) from a 56 to an impressive 75, leading a cultural shift towards a customer-first mindset.• Enhanced Associate Opinion Survey scores from the mid-60s to the mid-80s, fostering employee engagement through strategic Town Halls in collaboration with the President and CEO.• Conducted thorough assessments of store real-estate lease agreements and terms over 4 years, resulting in the ongoing profitability of 92% of all store locations, with unprofitable locations being phased out.• Strategically optimized the store staffing model, including a calculated reduction in the number of full-time leaders, resulting in a 10% reduction in labor expenses and improved financial performance.• Devised an offshore strategy to increase top-line sales through data-driven inventory adjustments, while also reducing shipping costs by consolidating freight, cutting shipments, and eliminating non-selling SKUs.• Achieved a substantial 25-30% reduction in shrinkage by proactively engaging customers on the sales floor and empowering store teams to be engaging and interactive.

East Coast Region

I was promoted to oversee one of three high-volume regions for the Williams-Sonoma brand, which comprised 7 districts and 81 stores, generating an annual revenue exceeding $200 million. In this role, I led a dynamic team consisting of 7 District Managers and 81 Store Managers, and my focus was on fostering a culture of excellence and accountability. We consistently surpassed targets and performance goals, which was a testament to our collective effort and dedication. Select Achievements:• Achieved 5-7% year-over-year sales revenue growth through the development and implementation of innovative sales programs, emphasizing customer and client engagement, product knowledge, and selling skills.• Significancy improved operational efficiency by 10% and regional customer satisfaction scores by 15% through key performance indicators (KPI) monitoring, store visits, and team development.• Promoted 7 General Managers to District Manager roles, elevating leadership quality and operational effectiveness in multiple districts, and reduced turnover by 20% through effective recruitment, onboarding, and succession planning.• Championed diversity and inclusion, resulting in a 15% increase in workforce diversity and a 20% improvement in employee engagement scores as measured by internal surveys.

San Francisco Bay Area

I earned a promotion to Senior District Manager for the San Francisco Bay Area, a role that acknowledged my consistent high-level performance. In this capacity, I oversaw 21 stores, providing guidance and leadership to 21 store managers, ultimately achieving an annual revenue exceeding $63 million. I excelled in managing flagship locations, including the one on Union Square in San Francisco and the Ala Moana Center in Hawaii. Additionally, I played a pivotal role in providing crucial support to other District Managers within the region, contributing to the overall success of the area. Select Achievements:• Led the "Winning With Talent" team, shaping brand strategy for selling experts, scheduling efficiencies, a professional culinary chef program, and store leadership census to enhance overall performance.• Spearheaded the development and testing of operational models for the field organization, encompassing new store systems, human resource programs, training and development, policies and procedures, and store design.• Served as the voice of the field perspective in shaping brand visual presentation, business strategies, merchandise selection, and customer experience to ensure alignment with operational needs and customer expectations.

West Florida And San Francisco Bay Area

I began my journey with William Sonoma as a General Manager, and my exceptional performance paved the way for a series of successive promotions. First, I was promoted to the position of District Manager for West Florida, where I continued to excel. Later, I became the District Manager for the William-Sonoma Inc. Headquarters Market in the San Francisco Bay Area. These promotions were a direct result of my unwavering commitment to excellence and a consistent track record of success. Select Achievements:• Successfully recruited, trained, and cultivated high-caliber teams to align talent with brand expectations, while also decreasing turnover through strategic succession planning and robust professional development initiatives.• Achieved consistent improvements in secret shopper scores by maintaining a uniform application of performance management practices, encompassing annual appraisals, progressive counseling, and individual development plans.• Consistently surpassed sales objectives, district profitability goals, inventory management targets, and operational excellence standards by developing and implementing enhanced communication strategies.

Central Florida

Orlando, Florida Area

• Ensure store meets/exceeds sales and contest goals; meet payroll goals based on current trends.• Maintain high standards of customer service through I.M.P.A.C.T. approach.• Recruit, interview, and select qualified candidates to build a talent base to achieve current and future business growth.• Profit and Loss responsibility for the store, with particular attention given to controllable expenses, sales plan, and operating profit.• Develop store business plan to include marketing & promotional strategies to drive traffic to the store & develop and grow the customer base.• District facilitator of I.M.P.A.C.T., sales and payroll leveraging, and audit preparation to maximize operating contribution.Key Achievements:• Achieved highest positive sales increase in the Brand• Passport to Profit Contest award recipient

Kennesaw, Georgia

• Train new and existing District Managers, General Managers, & associates in company policy, procedure, and service standards.• Ensure store meets/exceeds sales and contest goals; meet payroll goals based on current trends.• Recruit, interview, and select qualified candidates to build a talent base to achieve business goals.• Develop management team to assume increased levels of responsibility.• Ensure store standards are met and maintained including visual display, store organization and operational standards.• Create and maintain and environment where all associates are treated fairly and with dignity and respect. Key Achievements:• Ranked first in the Company for Service Evaluations• Three time recipient of District Achievement Award• Coordinated seven new store openings and three store retrofits