Guide a growing team of merchandisers in addition to continuing Website Merchandiser duties as mentioned; contribute to a working training document for both current and new team members containing SOPs in video and written format; Lead weekly meetings with merchandisers and SiteOps Manager to review and plan for in-progress and upcoming tasks and projects; Spearhead special projects to optimize UX, boost conversion, and automate merchandisers’ day-to-day processes in InRiver and Salesforce; Delegate tasks to Website Merchandisers and ensure they are each equipped with the knowledge and tools to complete all in a timely manner; Empower team members to hone their skills in an effort to continually work towards improving the website’s UX and achieving personal career goals

Manage seasonal, licensed and special edition product loads and ensure thorough QA protocol is conducted throughout each stage; Strategize and execute merchandise assortment in collaboration with team members both manually and automatically using Salesforce’s sorting rules algorithm, and continually review and adjust strategies to achieve optimal sell-through; Interact with several teams both internally (Digital Media, Inventory Planning, Studio, Creative, Production, Customer Care, Special Markets, IT) and externally to maintain product accuracy and a virtually bug-free UX; Ensure all merchandising deadlines are met with regards to product loads, incoming inventory and media/print campaigns; Determine cost-effective ways to optimize product load and merchandising processes, and take action to efficiently implement changes (for example, reducing amount of manual data entry in PIM where data already exists in ERP system); Conduct and present reporting based on sales revenue, website traffic and conversion using Google Analytics and BlueCherry; Lead weekly meetings and retrospectives during the website’s highest traffic periods - Holiday and End of Season Sale - to ensure all E-Commerce stakeholders are aligned with individual tasks and ready to maximize sales and conversion; Execute SEO recommendations from third-party partner regarding product and landing page copy, and adjust as needed to align with brand image; Contribute to special projects to enhance UX such as streamlining naming conventions and filter and onsite search optimizations; Support Customer Care Team by answering product and website-related queries, as well as quickly taking action to resolve any errors they may catch

Empowered team members to offer each customer an exceptional experience in addition to continuing Customer Care Specialist duties as mentioned; Practiced in-the-moment coaching when opportunities for growth and improvement arose and assisted with training temporary holiday team members; Communicated with Managers regarding escalation of issues and ensured all necessary information is provided to work towards a timely resolution; Resolved escalated customer care issues and turned an unpleasant experience into a positive one

Continuously set the Peter Millar standard through customer engagement via phone and email, offering feedback and assistance regarding product specifications, inventory availability, styling, care instructions, and shipping; Processed order fulfillment for individual and corporate customers in a timely manner and followed-up as needed to ensure all requests are served; Conducted order exception reporting via Symphony Commerce, BlueCherry and Softeon in addition to determining root cause, taking action towards temporary and permanent solutions, and communicating each occurrence to customers; Interacted with internal teams (Accounting, Distribution Center, Production) to assist in resolving order fulfillment delays, errors, complex exchange/returns, as well as answer customer questions related to product quality and sizing

Performed managerial responsibilities in the absence of the Store Manager such as training and supervising staff, resolving escalated issues, and facilitating exchange requests; Consistently exceeded monthly sales goals and nurtured customer loyalty by communicating product attributes and benefits and understanding consumer needs and wants; Effectively prioritized operational duties to be completed in a timely manner such as opening and closing the store and visual merchandising updates; Facilitated a positive team environment by empowering team members to strive for optimal results while overcoming obstacles

Styled outfits catered to customers’ desired aesthetic while increasing add-on purchases; Merchandised display outfits to depict current trends and new products; Organized sales floor to facilitate an easy and fun shopping experience.

Accompanied Ms. Olsen to Accessories The Show at the Javits Center in search of new clients; Contacted current and potential clients via phone and email to follow up and ensure marketing efforts aligned with positioning goals.

Obtained patterns, fabric, swatches, and other necessary materials, and made deliveries to various clients and business associates in line with time restraints; Learned about each stage of product development through attendance of meetings with Bonnie Young and her team.

Assisted customers in selecting luxury and vintage apparel, accessories, and fine jewelry; Informed inquiring consignors and customers of store policies; Created visually appealing window displays to inspire sales growth; Organized sales floor to increase ease of accessibility.