Experience

Cast
• United Kingdom
• Arts & Crafts
• 1 - 100 Employee
• Head Of Cast Concierge & Training

  • Jul 2021 - Present


Studio 3:19

• United States
• Apparel & Fashion
• 1 - 100 Employee

• Creative Marketing Consultant

  • Jul 2018 - Present

  Oversight of ecommerce/in-store creative presentation and inventory management to ensure a seamless omni-channel customer experience. • Development of online style guide to reflect consistent item level photography and SEO-friendly product descriptions • Designed layout of new store location to maximize available merchandise and prominently feature high end brands • Created and currently maintain inventory storage system to organize all incoming and outgoing merchandise • Principal photographer for item level and social media imagery • Hire, train and develop associates as customer-facing selling professionals, brand models, visual presentation specialists and seasonal ecommerce merchandising assistants • Current sales increase of 30% to last year due to updated processes, store layout and enriched online creative content Show less



Southern Tide

• United States
• Retail Apparel and Fashion
• 1 - 100 Employee

• Regional Sales Representative - Mid-Atlantic

  • Feb 2021 - Jul 2021

• Assistant Store Manager

  • Oct 2020 - Feb 2021

  Oversaw visual merchandising, sales and day to day store operations



Williams-Sonoma, Inc.

• United States
• Retail
• 700 & Above Employee

• Visual Merchandising Manager

  • Nov 2019 - Oct 2020

  Achieve store goals by providing world-class service, implementing visual changes and maintaining store standards. • Manage all visual aspects of the business including visual, display, merchandising, and floor set execution • Own the business by identifying improvement opportunities, developing and executing sale and presentation strategies • Reinforce customer service principles by coaching staff on their successes and challenges • Attract, retain and develop top visual and display talent Show less



Belk

• Morocco
• IT Services and IT Consulting
• 1 - 100 Employee

• Marketing Director, Samples and Ecommerce Product Content

  • Jul 2017 - Jun 2018

  Oversaw creative operations to produce product-level copy and imagery for Belk.com and thelimited.com, as well as corporate and studio sample operations for ecommerce, print, and broadcast. Led training and development of 4 team managers, supporting coordinator, 20 associates, and up to 10 seasonal contractors.• Developed style guides for Belk and The Limited’s online image and copy presentation, incorporating customer feedback and SEO best practices reflective of “Modern.Southern.Style” brand messaging.• Promoted best-in-class, omni-channel customer experience through all advertising channels, driving sales in brick and mortar and ecommerce divisions. • Directed teams to publish up to 1.5K images and 1.2K copy descriptions and process 800 ecommerce samples daily, along with sample coordination for 10-20 print and television ads and social media projects per week at studio and on location.• Ensured minimal disruption to business during transitions to updated digital content platforms and sample management systems by maintaining appropriate staffing levels, cross-functional training, and daily production reports to senior leadership. Show less

• Digital Copy, Image and Samples Manager

  • Jun 2016 - Jun 2017

  Led teams through transition from planning to marketing departments, serving as advocate for teams and Belk online customer to maximize merchandise availability on daily basis. • Ensured all copy descriptions, product level images and associated swatches were approved to publish on Belk.com prior to inventory ship dates by holding teams accountable to complete content tasks within 24 hours and challenging business partners to provide volume forecasts and determine proper staffing levels. • Approved vendor provided product level and outfit collection images for national brands, meeting Belk image requirements for consistent customer experience reflective of similar image backgrounds.• Oversaw sample hand-off from Digital Content team to Sample Operations team, allowing for maximum photo shoot session product counts and forecasting for talent bookings. Show less



Ralph Lauren

• United States
• Apparel & Fashion
• 700 & Above Employee

• Customer Experience Consultant, The Polo Bar

  • Jan 2015 - May 2016

  Appointed by senior management to develop reservations call center for first New York restaurant location, hiring and training reservation specialists and supervisors to field up to 2K daily reservation requests and general inquiries while maintaining day-to-day responsibilities of Senior Manager of Digital Operations.• Created scripting and suggestive verbiage, training documents, and related processes for Reservations team as approved by senior management and Ralph Lauren’s chief of staff. • Handled escalated customer calls, created weekly schedules based on call volume and provided feedback utilizing quality assurance form, setting foundation for team goals and customer expectations. • Managed rotation of restaurant management, supporting Ralph Lauren store employees and Human Resources staff to support call center as needed and demonstrate company’s legendary customer experience standards. Show less

• Senior Manager, Digital Operations

  • Jan 2013 - May 2016

  Oversaw sample procurement and image approvals for all Ralph Lauren brands available on company’s ecommerce sites for US, Europe, and Asia. Recruited, retained, and developed high-caliber talent to ensure team productivity, cohesion and growth, and promote future succession planning.• Drove improvement of inventory not on web percentages from 5% to 2%, creating results-driven environment for expanded team and standardizing daily and weekly reporting and communication with merchant and studio partners. • Facilitated daily communication between Global Merchandising, Customer Contact, and Warehouse teams, ensuring inventory accuracy and expedited resolution of item-level photo and copy discrepancies.• Maximized use of showroom and PR samples, enabling pre-order availability • Produced and provided photo and copy assets for external wholesale partners and internal initiatives including Polo Factory Store Virtual App, US Open, and EU B2B employee shopping portal, supporting company sales outside of traditional ecommerce platforms. • Developed Legendary Performance Award to recognize associate achievement. Show less

• Manager, Global Digital Solutions

  • Sep 2011 - Dec 2012

  Supervised Digital Asset teams for Ralph Lauren’s Children’s, Home, Club Monaco, and Rugby brands including sample procurement, photography scheduling, and image approvals.• Continued oversight of contact center visual displays, retaining dotted-line management of product coordinators in North Carolina office.• Initiated updated sample tagging system, ensuring copywriting and photography deadlines were met 8 weeks prior to inventory ship dates for wholesale partners.• Updated and maintained team SharePoint site as portal for Digital Operations, Wholesale, and Warehouse team communication, streamlining continuous information flows for each business area and region. • Digital Operations lead for Club Monaco and RL-EU ecommerce site launches, determining all photography for former and exclusive RL-EU product was completed, published, and presented online in brand-appropriate manner to maximize exposure and sales.• Directed sample donations to Pink Pony Employee Sale and local charities, minimizing taxable sample costs and creating positive community relations. Show less

• Quality Assurance Analyst

  • Jul 2010 - Sep 2011

  Facilitated weekly calibration sessions for customer interactions to align coaching plans and scoring consistency for all customer emails and phone calls. Developed and delivered email skill assessment and action/coaching plans to specialized customer assistance representatives while overseeing visual presentation and product training for seasonal launches and new company initiatives.• Created and maintained RalphLauren.com and Rugby.com e-mail template database for customer assistance representatives to utilize for written communication, ensuring consistent brand voice and verbiage.• Managed Contact Center Personal Shopper test pilot, top of production sample inventory reconciliation, and bi-annual Private Sale planning.• Increased sku availability on RalphLauren.com and created consistent customer experience across multiple modes of communication by serving as ecommerce liaison to Ralph Lauren Stores for shared inventory (StoreNet) project• Re-launched contact center customer feedback tool in database format, providing reporting data to business partners, including top customer requests for vintage products and quantifiable data for international shipping requests. Show less

• Communications Coordinator

  • Feb 2008 - Jun 2010

  Site Administrator for Ralph Lauren Customer Contact Sharepoint site, the main communication and information portal for Customer Service, Fulfillment, Marketing, Merchandising, and Digital Operations teams in New York and North Carolina.-Produced and presented training materials for new company initiatives including Ralph Lauren Watches, Make Your Own Rugby iPhone App, and seasonal product training-Developed and streamlined shared processes between Fulfillment Center and Contact Center