Emily Mock
Winston-Salem,NC
Summary
Forward-thinking, self-starter, and highly inclusive team leader who is proficient in small business operations, and membership management. With exceptional member and investor relation skills and a solid record of achieving targets by applying knowledge, abilities and superior work ethic toward tackling any challenge. Ready to bring 5+ years of small business operations, relationship building, and membership growth experience and take on a challenging new role. Highly proficient in building lasting relationships with key decision makers, customers and team members, to further company goals. Ready to leverage experience to take on new professional challenges and grow with a team willing and ready to do the same. Motto: Be good. Do good. Look good.
Overview
10
10
years of professional experience
Work History
Operator and Marketing Manager
Classic Touch Express Car Wash
10.2021 - Current
- Grew, and managed customer database, to grow 3000+ monthly cars and 750+ memberships in 12 months.
- Grew monthly revenue levels to $40,000 in 12 months by actively managing and maintaining memberships and membership growth, with retention and referral efforts.
- Successfully lead business opening, business planning, and established foundational processes for business operations.
- Created company brand messaging, collateral materials, customer events, promotional strategies, and product commercialization.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Trained and developed team members to build human capital.
- Discovered areas of improvement by generating weekly, monthly, and quarterly operational and sales reports.
- Spoke and met with investors on weekly and monthly basis to maintain trust, and continue to establish positive business relationship.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Maintained and trained team to keep team-morale high, when less-favorable situations arise.
- Managed and motivated employees to be productive and engaged in work.
- Resolved conflicts between contractors, suppliers and subcontractors to eliminate workflow disruptions.
- Developed construction plans, schedules and budgets to achieve stakeholder objectives.
Sales and Marketing Manager
Benchmark Auto Sales Winston Salem
05.2020 - 10.2021
- Managed sales promotions and marketing strategies on major social media sites.
- Personal marketing efforts accounted for increase of 8+ cars per month.
- Analyzed sales and marketing data for improved strategies to stay up to date with market.
- Managed accounts to retain existing relationships, and gain customer referrals.
- Organized promotional events and positively interacted with community to increase sales volume.
- Built relationships with customers and community to establish long-term business growth.
- Implemented, executed, and strategically expanded business channel partnerships and program initiatives.
Instructor
CycleBar
04.2018 - 09.2022
- Observed and adopted new techniques from skilled instructors and lecturers.
- Improved student performance by defining clear goals and communicating performance metrics..
- Promoted safe and inclusive environment for club clients and members.
- Assisted with marketing and promoting of classes and services.
- Used music to motivate and energize classes.
- Tracked guest progress, frequently checking in with struggling guests and identifying root causes of problems to retain guest membership.
General Manager
CycleBar
10.2017 - 03.2020
- Executed pre-opening marketing efforts to build membership base.
- Worked with Owner to make tough calls and decisions, from day -90 to opening day. Making game-time decisions when our opening day timeline was at stake that paid off immediately.
- Sharpened ability to pivot to realistic, yet positive, approach in face of adversity.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Formulated policies and procedures to streamline operations, and increase sales and profitability.
- Analyzed market trends and competitor activities to create competitive advantages.
- Effectively built relationships with customers to foster member retention.
- Coordinated with design and media teams to develop high-quality creative assets.
Assistant Manager and Events Coordinator
Omega Sports
09.2013 - 08.2017
- Managed administrative logistics of 4-6 events per month; creative event theme planning, event booking, and event promotions to actively engage attendees.
- Evaluated existing plans, processes and events planning services to identify opportunities for improvement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Mentored team members to enhance professional development and accountability in workplace.
- Built relationships with customers and community to establish long-term business growth.
- Demonstrated and educated product benefits to potential customers to build trust.
Skills
- Team Leadership
- Membership Management
- Complex Problem-Solving
- People Management
- Project Management
- Performance Tracking and Evaluations
- Brand Management
- Investor Relations
- Training Initiatives
- Employee Programs and Support
Professional Activities
Wake Forest Center for Private Business
- Collaborate once monthly with 6-8 other business founders in a shared, safe space, of confidentiality to discuss hardships, and accomplishments. Sharing experience and perspective so that we may learn from one another's diverse background, and accomplish goals of equality, better business leadership, training better business leaders, and overall being better humans. Hold each other accountable to be additive business owners and well-rounded people in our communities, professionally and personally.
Sonny's Car Wash College, Management and Leadership Program
- A week long program in Phoenix, AZ with 25 new and established car wash managers to share experiences in the car wash world, build relationships with one another, and improve operations and leadership within the industry.
- While in attendance we competed on policies and procedure write ups, won team award for Most Detailed Policies and Procedures.
Technical Skills
Adobe Acrobat Pro, Microsoft Office 365 Suite (Excel, PowerPoint, Word, Outlook, OneDrive), Canva Pro, Asana, Homebase, Salesforce, Sonny's BackOffice CRM, QuickBooks, WordPress, Google Drive, Slack, ConnectTeam, CyclCRM, ClubReady CRM, JOLT.
Timeline
Operator and Marketing Manager
Classic Touch Express Car Wash
10.2021 - Current
Sales and Marketing Manager
Benchmark Auto Sales Winston Salem
05.2020 - 10.2021
Instructor
CycleBar
04.2018 - 09.2022
General Manager
CycleBar
10.2017 - 03.2020
Assistant Manager and Events Coordinator
Omega Sports
09.2013 - 08.2017
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