Self-improvement
Anđela Kapitanović
Store Manager
Split
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs. Passionate about employee training and development.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Languages
Work History
Sales Manager
Lush Fresh Handmade Cosmetics
08.2018 - 12.2024
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Created and conducted numerous staff trainings to support new launches and maintain high knowledge of products and the brand
- Managed and motivated employees to be productive and engaged in work.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Enhanced customer satisfaction by maintaining 5 star service through delegating and coaching on the floor, studying mystery shopper reports and giving employees daily feedback. Respecting a 'no fuss' return policy
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Managed aesthetically pleasing displays to showcase company products and increase sales.
- Trained and supervised junior team members in visual merchandising techniques for consistent brand presentation across the store.
- Monitored and replenished display inventory and restructured according to available stock.
Sales Advisor
Bio&Bio (health Food Store)
03.2017 - 08.2018
- Increased sales by offering advice on purchases and promoting additional products.
- Listened to customer details and offered matching solutions to meet wide range of requirements.
- Collaborated with team members to achieve monthly sales goals and improve overall performance.
- Assisted customers with after-sales support, resolving issues quickly and maintaining high satisfaction levels.
- Demonstrated features, answered questions and offered solutions.
- Responded to in-person and telephone requests for information about company offerings.
- Managed the cosmetics department (Dr. Hauschka)
- Built a client list and informed them about promotions
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Contributed to team objectives in fast-paced environment.
- Handled large deliveries three times a week
Sales Assistant
Next Kids (children's Fashion)
01.2016 - 03.2017
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Collaborated with team members to achieve a cohesive and efficient store environment.
- Executed visual merchandising strategies to attract customers and drive sales.
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
Sales Assistant
Hervis (sports Equipment and Fashion)
07.2015 - 12.2015
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Helped customers locate products and checked store system for merchandise at other sites.
- Resolved customer complaints with empathy and professionalism, maintaining positive store reputation.
- Managed efficient cash register operations.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
High School Diploma -
Druga Jezična Gimnazija U Splitu
Split, Croatia 09.2008 - 06.2012
Skills
Team leadership
Accomplishments
- Lead my store to victory in a worldwide year long competition in 2022 among almost 200 stores in partner markets by increasing all drivers of sales consistently for months (Like for Like sales - up to 80% for certain months, average sale, average item and conversion)
- Introduced a regional reward program that was accepted by higher management which resulted in higher sales and customer satisfaction
- Worked diligently on maintaining a 5 star customer service and gained 100% in mystery shopper reports for the past five years
- Started my Lush career as an in-store trainer and completed Train the trainer course during first month of work
Interests
Travel
Culture
Art
History
Fragrance
Timeline
Sales Manager
Lush Fresh Handmade Cosmetics
08.2018 - 12.2024
Sales Advisor
Bio&Bio (health Food Store)
03.2017 - 08.2018
Sales Assistant
Next Kids (children's Fashion)
01.2016 - 03.2017
Sales Assistant
Hervis (sports Equipment and Fashion)
07.2015 - 12.2015
High School Diploma -
Druga Jezična Gimnazija U Splitu
09.2008 - 06.2012
Languages
Croatian
Native language
English
Proficient
C2
Italian
Beginner
A1
German
Beginner
A1
Hobbies
- Yoga
- Nature walks
- Selfcare
- Skincare
- Reading
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