Carlene Lombo
Seasoned Retail & Brand Manager
Smyrna,GA
Summary
Customer-focused, visionary-thinking Retail Operations Manager with over 13 years of experience in cultivating relationships, creating marketing campaigns and growing profit channels. Self-motivated leader with skill in growing business relations, sales and generating practical solutions based on client demand. Skilled in training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Proficient in managing reporting tools and analytics dashboards. Quick learner with outstanding computer skills and proficiency in wordpress web development, social media management and online reputation management.
Overview
3
3
years of post-secondary education
15
15
years of professional experience
Work History
Digital Marketing Manager
Branddfy
Atlanta, GA
08.2018 - Current
- Develops digital marketing strategy by studying economic indicators, tracking changes in supply and demand, identifying customers and their current and future needs, and monitoring the competition.
- Plans and executes all web, SEO/SEM, database marketing, email, social media, and display advertising campaigns.
- Designs, builds, and maintains clients social media presence.
- Contributes to marketing effectiveness by identifying short-term and long-range issues that must be addressed.
- Measures and reports performance of all digital marketing campaigns and assesses against goals (ROI and KPIs).
- Completes digital marketing department operational requirements by scheduling and assigning employees and following up on work results.
- Creates social media content with consistent content and tone.
- Provides weekly updates on digital marketing campaigns to clients, discussing strategic initiatives and methods for improvement.
- Tracks innovations in social media and works with key functional groups to adopt emerging technology.
- Provides digital marketing solutions to local businesses.
- Administers marketing calendar and posts new content to coincide with new product and service releases.
- Develops marketing content such as blogs, promotional materials and advertisements for social media.
- Monitors and improves online brand reputation of clients through review management, social listening and driving positive content to search engines.
- Utilizes techniques such as cold calling, networking and prospecting to develop new leads.
Manager of Retail Operations
Lintons Beauty World
Nairobi, Kenya
05.2017 - 06.2018
- Drove sales strategy, retail operations, and overall performance across 25 Lintons Beauty World stores across East Africa. {Lintons Beauty World is East Africa’s premier distributor and retailer of high-end beauty and skin care products carrying brands such as Estée Lauder, MAC, Clinique, Black Up, Lancome, Chanel, Dior and many more}
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels and hit group retail targets in majority of the stores consistently.
- Defined, deliver and sales report against sales success metrics to MD/Directors.
- Cascaded retail targets down to outlet managers, beauty consultants and therapists;.
- Facilitated realization of these targets by managing incentive programs and championing staff accountability mechanisms.
- Managed a team of 25 retail managers on a day-to-day basis.
- Oversaw management of 200+ retail beauty consultants and therapists.
- Managed the marketing coordinator and social media team to ensure brand development online and through other channels. .
- Ensured Lintons customer service delivery and experience was exceptional via conducting customer service training, ensuring effective in store branding & high standards of product merchandising.
- Supported the HR in enforcement of staff etiquette, morale and discipline.
- Participated in the recruiting process to ensure 100% staff coverage by managing shift schedules in conjunction with HR Talent &Training Leader.
- Provided ongoing tactical support to marketing and events coordinator on campaigns that drive incremental footfall and sales throughout the calendar year. E.g. Mother's day, Halloween, Christmas.
- Facilitated outlet adoption of customer relationship management (CRM) system towards increasing customer retention and share of wallet.
- Drove product demand planning & internal purchasing processes from each outlet using sales data and customer insights, working in conjunction with Purchasing & Supplies Leader.
- Oversaw and enforce cash control policy and reporting, supporting the Security & Audit team.
- Oversaw and enforce stock accountability by outlet staff in liaison with inventory controller.
- Was in charge of brand & supplier relations acting as key liaison between Lintons and global product suppliers/brands.
- Maximized marketing value derived from global brand partners & distributors such as co-marketing spend, testers, samplers, miniatures, trainings.
- Engage both regional suppliers and brand managers with goal of improving business terms and execution of product promotions.
- Handled customer complaints and authorize customer returns/exchanges.
- Helped manage itineraries of visiting brand executives (store visits, meetings with Directors, etc).
- Cultivated insights and analytics that assisted in extending sales, increasing sales volume, and development of new sales channels.
- Drove analysis of brand performance across outlets to inform counter allocation, outlet distribution, and new brand acquisition.
- Established programs to rate & survey customer experience such mystery shopping and collecting customer feedback.
- Participated in setting annual store targets and delivering annual projections.
- Diminished cost of business operation by 10% while boosting sales by 150%.
- Chaired weekly meetings with executive leadership to identify opportunities for improvement, establish milestones and tailor products to individual markets.
- Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
- Directed successful launch of Lintons College of Beauty.
- Evaluated suppliers by assessing quality, timeliness and compliance of deliveries to maintain tight cost controls and maximize business operational efficiency.
- Implemented innovative programs, including commission program to increase employee loyalty and reduce turnover.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Designed modern employee recognition program which boosted productivity and improved morale.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Spearheaded overhaul of company best practices, leading to significantly increased staff retention rates and top-ranking as industry leader.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Assessed each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Grew retail sales volume in assigned territory through strategic budgeting and product promotion.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Built deep relationships with store managers, business owners and distribution partner sales teams by employing industry expertise and knowledge, retail strategies and sales tactics.
- Communicated product quality and market comparisons by creating sales presentations.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Conducted ongoing staff development to help employees achieve growth within job roles.
Retail Manager
MAC Cosmetics
Nairobi, Kenya
06.2015 - 04.2017
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Aligned inventory processes with demand projections to maximize organizational and budget efficiency.
- Trained team members in successful strategies to meet operational and sales targets.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Completed daily paperwork and computer entry of sales data as established by management.
- Worked closely with employees to effectively manage daily operations and communications.
- Cultivated customer loyalty to enhance retention by delivering outstanding service.
- Submitted reports to senior management to aid in business decision-making and planning.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Handled inventories, cash and payroll procedures and managed controllable P&L line items.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Provided exceptional customer service to customers, increasing customer loyalty.
- Kept communication lines with MAC global team and generating monthly reports on sales and all the in-store activities.
- Initiated in-store promotions and activations to drive sales and increase customer engagement.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Eased team transitions and new employee orientation through effective training and development.
- Supported professional development of team members and supervisors at all levels to place knowledgeable candidates in leadership roles.
- Managed all aspects of store operations, including organization, maintenance and purchasing functions.
Distribution Manager
Housemart Nairobi
Nairobi, Kenya
06.2013 - 06.2015
- House Mart Company Ltd is an international company dealing with importing and trading in building and construction materials, household commodities and hardware products.
- Drove revenue through effective sales strategy while evaluating and correcting profit loss areas .
- Cultivated member loyalty by delivering flawless service to foster client retention.
- Improved operational efficiency by recruiting and developing top talent to drive growth initiatives.
- Sourced suppliers and negotiated advantageous rates on track with company's budget and goals.
- Improved distribution efficiency with design, development and testing of embedded software applications.
- Implemented strategic plans as well as contributed to evaluation and analysis of business objectives.
- Increased client retention by providing superior customer service.
- Streamlined processes to enhance operational productivity and overall traceability.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Increased sales volume by expanding product line to new retailers.
- Drove business success by maintaining and applying current knowledge of sales, promotions and policies regarding payments, exchanges and security practices.
- Attracted new clientele and developed customer relationships by hosting product-focused events.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
Business Development Manager/Showroom Manager
Alibhai Shariff
Nairobi, Kenya
08.2011 - 05.2013
- Alibhai Shariff is a leading hardware store in Nairobi, Kenya with a history of supplying high quality products from leading brands.
- In my role I doubled as a Business Development Manager and a Showroom manager showcasing premium sanitaryware brands from Germany such as Geberit.
- Prospected for potential new clients and turned this into increased business.
- Ensured the brand gained strength in the building and construction industry.
- Handled key accounts ie corporate clients, government contracts.
- Built relationships with key industry players ie architects, engineers, contractors which drove sales.
- Increased brand visibility in the market by actively participating in Expo’s and other events that increased brand visibility.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Performed research to uncover potential target areas, markets and industries.
- Reached out to potential customers via telephone, email and in-person inquiries.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Answered questions about store policies and concerns to support positive customer experiences.
Area Sales Manager
Nike
Nairobi, Kenya
12.2008 - 07.2011
- Worked with 7 Nike stores to ensure operating standards were executed and sales targets attained.
- Did staff training on weekly basis and ensured implementation of all training directives.
- Was in charge of product procurement and handling the shipping process.
- Created a Nike Running Club that was successful in building the brand and community engagement.
- Made revenue forecasts based on set targets and market intelligence.
- Created Reports and Quarterly review documents indicating growth and growth potential.
- Utilized visual merchandising as a selling tool, in-store branding.
- Created brand mall activations and other sales driving initiatives.
- In charge of marketing proposals by giving creative directives.
- Participated in opening new Nike stores by coordinating the local suppliers, workers and the international brand managers to get the required specifications.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Led targeted training programs to educate staff on product benefits and service capabilities.
- Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Increased revenue by productively directing time and resources to applicable areas and exceeding specific sales goals.
- Held weekly meetings with retail staff to identify techniques to overcome sales obstacles.
- Exceeded targets by building, directing and motivating high-performing sales team.
Retail Manager
Mango Fashion Brand
Nairobi, Kenya
02.2005 - 11.2008
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Trained team members in successful strategies to meet operational and sales targets.
- Aligned inventory processes with demand projections to maximize organizational and budget efficiency.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reviewed reports of cash and operations to effectively control store inventory.
- Submitted reports to senior management to aid in business decision-making and planning.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Exhibited excellent people skills during interaction with employees and customers.
- Maintained quality brand image exposure in alignment with corporate standards.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Worked with various departments to align branding with corporate standards and strategies.
- Assisted in recruiting, hiring and training of team members
Education
Associate of Arts - Public Relations, Advertising, And Applied Communication
United States International University - Africa
Nairobi, Kenya 08.2001 - 03.2004
Skills
Customer Relationship Management
Customer Success Training
Retail Operations Management
Inventory management
Coaching and mentoring
Client Account Management
Relationship Building
Product Development
Computer Skills
Web Development
Marketing Strategies
Social media Expert
Profit and loss Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- While at Lintons Beauty World, I consistently hit group retail targets for a full year and grew annual revenue by 150%.
- Founding member of Lintons College of Beauty (was instrumental in creating the curriculum and business plan of the College)
- Participated in Style talks in companies across Nairobi in conjunction with Couture Africa
- While working with Nike supplied to a major clients; the Parliament gym as well as Communications Authority of Kenya.
- Organised a Nike Running Club that had a membership of more than 300 people.
- Handled key clients as a business development manager at Alibhai Shariff. Some of which include the former President of Kenya Mr Mwai Kibaki amongst others.
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Digital Marketing Manager
Branddfy
08.2018 - Current
Manager of Retail Operations
Lintons Beauty World
05.2017 - 06.2018
Retail Manager
MAC Cosmetics
06.2015 - 04.2017
Distribution Manager
Housemart Nairobi
06.2013 - 06.2015
Business Development Manager/Showroom Manager
Alibhai Shariff
08.2011 - 05.2013
Area Sales Manager
Nike
12.2008 - 07.2011
Retail Manager
Mango Fashion Brand
02.2005 - 11.2008
Associate of Arts - Public Relations, Advertising, And Applied Communication
United States International University - Africa
08.2001 - 03.2004