Robin Stott Email & Phone Number

Northern Virginia, Virginia, United States

United States

Drove and monitored complex escalations from initiation through resolution by developing a success-driven plan while leading a cross-functional team with customers and key internal stakeholders.Lead the response and coordination between the customer and internal key stakeholders and senior leadership.Set customer expectations and provided updates regarding troubleshooting and resolution action plans for internal and customer-facing communications.Provided process improvement recommendations for improving customer experience nation wide.Supported continual service improvement within the Client Management process & protocols.Piloted “concierge program”, a new initiative to elevate the client experience.Restored the customer's confidence in The Shade Stores products through effective listening and communication skills.Conducted Post Escalation Review process and relayed trends to Executive Team to improve company functions.Awarded by Founders for exceptional service and leadership.

Virginia, United States

Developed campus renovation plans for 5 campuses in the Northern VA region.Created and managed budget, project scope, and timeline.Sourced and negotiated all vendor and supplier contracts for new build, maintenance & repairs.Managed interior and exterior design projects, including selecting finishes, furnishings, fixtures, and décor that enhance the learning environment.Performed quality control throughout the development of projects to maintain the luxury standards.Attended weekly meetings to review project status and updates to Senior Director of Operations.Coordinated with school administrators to ensure alignment with overall goals and objectives.Developed and implemented initiatives to improve overall client satisfaction.Addressed and resolved any operational issues or client concerns promptly and effectively.

Mclean Va

Established procedures and drove pirstine standards for 13 departments of a fast-paced department store with a volume totaling over 37 million dollars annually.Maintained excellent vendor relationships and enforced brand guidelines for over 80 luxury brands.Work closely with marketing, product, and sales teams to drive sales and brand messaging across all campaigns, initiatives and events.Leveraged blend of business acumen and creative vision to develop compelling visual concepts which are aligned with the brand direction and drive a strong business result.Managed Support Team to include 3 display artists and 6 merchandisers on daily campaigns, initiatives, floor moves, product launches, stock management and inventory.Dotted line Supervisor to six Sales Managers.Worked with Marketing Director as well as hospitality vendors to create and execute pop up shops, charity events, targeted marketing initiatives and runway shows for many iconic fashion houses.Acknowledged as Manager of the Year for two consecutive years.

Vienna, Va

Interfaced with design team members, including contractors, consultants, fabricators, architects.Originated and developed creative design concepts, presented color palette and textile options and helped to select designs that reflected client personality and goals.Prepared construction documents and details to implement design concepts.Specified proper products and materials for each project.Facilitated requests regarding product information, installation methods and product upgrade options.Documented costs, tracked purchases and administered client budgets.

Mid Atlantic Region

Managed a portfolio of 60 independent jewelry stores and 45 national chain locations, totaling $3M in sales annually.Increased sales volume by 35 % after opening 3 new accounts and reactivating old accounts throughprospecting and relationship building.Developed, coordinated, and hosted Regional Training seminars for large scale audiences.Managed all inventories, oversaw sales forecasting, goal setting and performance reporting for all accounts.Guided accounts on Marketing strategies, event opportunities, budgeted and negotiated coop dollars.

Member of original creative services team to expand Polo Ralph Lauren into the Washington DC market, to include two new concept stores, Rugby and RRL.Designed, sourced, planned and assembled extensive window and showroom displays for five stores inVirginia, Washington D.C., Maryland, and Philadelphia. Created and maintained original prop inventory system for the DC market to allow all five stores to share one inventory.

First appointed Manager of Merchandising & the flagship store in the Washington DC region. Member of the original “expansion team" that opened first wave of stores to penetrate the Eastern side of the United States.Developed innovative new-employee orientation programs "Introduction to Merchandising TrainingProgram" which was implemented as the national training guide for the company.Traveled to 10 locations in the region to perform regular observations of store operations to provide direction and guidance for all management personnel.