Elizabeth Hoffman

Responsible for leading and developing field and customer experience teams to consistently exceed KPI targets. Pioneered and piloted multiple projects successfully implemented across the entire chain, enhancing both customer satisfaction and operational efficiency. Ensured a customer-centric environment across all omni-channel touchpoints. Spearheaded the hiring and development of managers, fostering a culture of consistent and positive customer experiences. Cultivated a sales-driven culture focused on maximizing profitability through strategic leadership and influence.

Key Achievements

· Consistently exceeded company KPIs including revenue, new product launch and customer adoption, payroll management, staffing efficiency, and employee engagement.

· Spearheaded the company's initiative to digitize the sales estimate and customer quote process, streamlining operations and improving the customer experience.

· Piloted a new customer interaction model, boosting sales conversion by 13% in 12 weeks while maintaining CSAT scores above 90 points.

· Launched an omnichannel partnership with Costco, driving a quarterly revenue increase of $450k through retail field engagement and roadshows.

· Provided high-level training and mentorship for new District Managers and Area Managers, fostering leadership development.

· Championed DEIB Workforce initiatives, contributing to a more inclusive company culture.

• Responsible for leading and developing showroom teams, while driving sales and customer satisfaction KPIs
• Ensured business compliance and accountabilities are in place and followed
• Promote Company culture in accordance with our Lovesac Values and Guiding Principles
• Focus on staffing and talent retention within all showrooms, with an emphasis on training and development.

Led by example in selling and developing showroom teams to consistently deliver strong sales results. Selected and developed high-performing teams to exceed customer expectations. Forecasted and adjusted payroll to maximize productivity, achieving business KPIs and ensuring profitability through strategic merchandising, inventory management, expense control, and human resources management.

Key Achievements:

• Participated in key sales-driving initiatives during COVID closures, including Facebook Live Demo-From-Home sessions, creating YouTube instructional videos, and launching virtual onboarding programs.

• Served as Market Leader, overseeing scheduling and utilization of Podium, a critical sales tool during COVID, which contributed to a significant increase in customer engagement.

• Regularly recruited to pilot and refine new company initiatives, including field processing for returns and exchanges and contributions to the Digital Quote Committee.

• Acted as SM-in-charge, stepping in for the District Manager when needed, ensuring continuity of leadership and operational efficiency.

• Developed and maintained district-wide tools, such as the Virtual Quote Tracker and Daily Sales Tool (DST), regularly updating them to align with evolving KPIs and processes.

• Appointed to the Diversity and Inclusion Council, leading efforts to integrate diversity and inclusion into the company's culture.

• Transformed the showroom from one of the bottom ten underperformers in 2015 to a top performer in 2016, ranking among the top 9 showrooms exceeding year-to-date sales budgets.

Responsible for delivering sales results for the showroom. Worked in partnership with the Showroom Leader to assist in training for sales associates, operations, merchandising, inventory, expense control and shrink. Lead by example in way of effective clienteling and customer relationship building.

Key Achievements:

• Maintained an exceptionally high sales record, consistently remaining within the top 20 rating for sales-per-hour companywide.

• Worked closely with Web sales team and Fulfillment/Operations team to address client issues across zone, developing a reputation for efficiency, professionalism and superior customer service

• As Operations Lead I oversaw fulfillment and delivery progress of all client orders from start to delivery, supervised the handling of customer complaints or concerns through to resolution, individually carried out proper inventory counts and reporting, and personally devised plans to coach and motivate peers in maximizing utilization of available finance options.
• As District Operations Head Trainer I was responsible for training new hires on operational and general sales responsibilities across all showrooms in the Pacific Northwest. Responsible for coaching current employees within district with intentions to advance to Operations Lead within their respective showrooms
• Training frequently included travel throughout the district.

• Responsible for supervision of all floor service on weekday shifts, including but not limited to, client concerns, staffing, inventory and logistics
• Responsible for proactively advertising for large party reservations, events coordination, and restaurant buy-outs, overseeing an account from booking to completion.