Kate Macdougall Email & Phone Number

Vancouver, British Columbia, Canada

HR, Operations & Finance Management• Lead 45 team members. • Build team engagement by fostering a people first environment to create a transparent and inclusive culture.• Lead development and succession planning through a formal and informal process. • Lead all labour relations and attendance management processes.• Developed and manage Standard Operation Procedures, with a comprehensive training program.• Build and manage relations to support 10,000 customers across 13 customer types with an annual sales volume of over $1.1 billion per year.• Manage key performance indicators.• Develop and maintain policies that impact internal and external stakeholders. • Develop and manage a 23 million annual budget.• Development and implementation of strategic plans in alignment with government mandates and organizational mission, values, and goals. • Crisis management of significant events with political sensitivity and reputational risk.Stakeholder Management• Utilize partnerships to resolve issues that are provincially significant and politically sensitive.• Develop and maintain a robust standard and crisis communication process for over 25 stakeholder groups, comprised of 10,000 companies and individuals.• Management of the e-commerce platform and resource & communication website.Project ManagementBelow is a selection of projects managed, including project and change management deliverables:Quality Assurance Program: January 2021 – November 2022Workplace Technology Modernization: August 2020 – October 2021Workforce Management Program: June 2020 – March 2021Hospitality Customer Pricing June 2020 – September 2020New Warehouse Management System & Distribution Centre Relocation: June 2017 – March 2020Inventory, POS & Order Management Software: June 2017 – April 2019Service of Public Sector Liquor Stores: January 2017 – February 2018Cannabis Legalization: January 2018 – October 2018Order Management & E-Commerce Implementation: June 2016 – October 2018

Edmonton & Vancouver, Canada Area

· Transitioned from the La Senza flagship location, in West Edmonton Mall to the Vancouver based Pink by Victoria’s Secret location, in Metro Town· Worked as to assist the Regional Managers of both companies, aiding in the Management of the Alberta region for La Senza and the Western Canada region for Victoria Secret· Managed the change from a service and operations based culture to a high performance selling culture, achieving increased profits, heightened customer experience, and maintained a high level of employee engagement· Managed the hiring and training of leadership team members· Directly managed the coaching, development and training of a two high performance teams· Drove a successful Customer Sales Lead program with all levels of leadership to drive profitability and employee growth· Used in depth knowledge and analysis of key performance indicators to identify and communicate business opportunities to create and execute action plans to further business development· Responsible for the customer relationship management and standards of service in each location· Responsible for the execution and maintenance of the store merchandising and brand presentation· Responsible for the product lifecycle, the organization and ordering of supplies and planning all operational activities· Responsible for the creation and management of each location’s operating budget and exceeding the profit and loss expectations

Edmonton, Canada Area

· Successful transition of the existing flagship location in West Edmonton Mall to a new location in a higher traffic area of the mall with a new store format and design to elevate the sales volume · Maintained strong partnerships with the West Edmonton Mall Marketing Team to increase sales performance· Worked assisting the District, aiding in the Management of the Alberta Region, including hiring and training of leadership team members, seasonal planning and stock management· Managed the change from a service and operations based culture to a high performance selling culture, including the implementation of a new Customer Experience Management platform (SalesForce), achieving increased profits, heightened customer experience, and maintained a high level of employee engagement· Directly managed the coaching, development and training of a two high performance teams, including 20 sales and customer service staff and up to 4 Assistant Managers and Supervisors· Drove a successful Customer Sales Lead program with all levels of leadership to drive profitability and employee growth· Utilized the analysis and an in depth understanding of Key Performance Indicators and how they link to selling behaviors to drive success in profitability and customer and employee engagement· Responsible for the customer relationship management and standards of service in each location· Responsible for the execution and maintenance of the store merchandising and brand presentation, including providing feedback on to aid in company wide product and merchandising initiatives· Responsible for the creation and management of each location’s operating budget and exceeding the profit and loss expectations

Edmonton

· Responsible for the Reading Department which included adult book, electronics, magazines and digital media products· Direct management, coaching and development of 15 sales staff and 2 Supervisors and all store staff as a Manager on Duty and a Sales Generating Manager· Developed and maintained relationships with local authors, including author signings, special events and consignment products· Drove all components of the customer experience in the store through sales leadership, the planning and execution of merchandising and the general maintenance of merchandising standards· Store level marketing and events including the maintenance and development of all social media outlets· Assisted the management team in the execution of the hiring, onboarding and training process, scheduling and payroll

Providing information on Office Furniture, including design of office space, product quality, color choice and correct product for the needs of the customerMeeting with clients, measuring and designing their space, creating full proposals including floor plans, product information and pricing of delivery and installationManaging office installation projects from the initial client meeting to the full completion of delivery and installation. This includes proposals and revisions, issuing product and planning all project logistics, invoicing and cost control.Developed all sales procedures, developed and manage all contractor and vendor relations and is responsible for all daily trouble shooting and general sales leadership.

Managed the training, coaching and day to day running of the guest services department, including problem solving, customer service and retentionResponsible for scheduling and payrollTook the initiative to organize the physical office space as well as develop a full training and communications system for the department to improve employee morale, efficiency and customer serviceResponsible for department purchasing and coordinating interdepartmental communication including health and safety