Summary
Overview
Work History
Education
Skills
Timeline
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Erica McNelis

New York

Summary

Dedicated over a decade of progressive experience in e-commerce operations, digital fulfillment, omni-channel retail logistics and customer service, primarily within the luxury fashion industry. I have held various roles at Burberry, with a career path that advanced from coordinator to senior manager. Proven track record of leading large scale initiatives that drive revenue and enhanced customer experience, while also gaining a wealth of knowledge within complex order management systems such as IBM and SAP. I am a strong cross functional leader, customer centric, data driven decision maker, and have delivered measurable improvements in my past roles.

Overview

12
12
years of professional experience

Work History

Senior Manager, Global E-Commerce Operations/Customer & Omni-Channel Fulfillment

Burberry
04.2022 - Current
  • Global oversight of the last mile client journey for the Burberry e-commerce business for all regions between HUB and Omni-Channel fulfillment.
  • Setting the fiscal operational strategy with a keen mindset of impactful improvements to service.
  • Produce KPI’s to key stake holders of the business on a weekly, monthly and yearly basis, ensuring all are within KPI targets. This includes on-time delivery to client, cancellation rates, HUB and Omni-Channel performance, carrier performance and NPS.
  • Global governance of IBM Sterling order management system to ensure proper flow to the website and execution of promise dates to client.
  • Strong focus on the digital inventory availability between all regions, ensuring the target is met globally in order to provide the client with full range of options to the website.
  • Maintaining the relationship with Narvar partners, enhancing the last mile communications of the order journey with continued improvements and new features.
  • Ensuring strong cross functional partnerships with supply chain, retail, customer service and digital teams to sustain a seamless journey for the online client. While also executing all new projects in the digital supply chain pipeline.

Regional Omni-Channel/Digital Operations Manager

Burberry
09.2018 - 04.2022
  • Oversee the Omni-Channel sector of the region’s online business, specifically managing 46 retail stores and Digital HUB operations, that of which support this ongoing initiative that creates a seamless customer experience for online order fulfillment.
  • In 2021, I successfully launched US Ship from Store for the digital business. This includes overseeing 46 Retail Doors participating in this program in regard to system training, packaging standards, and meeting daily service level agreements.
  • Currently overseeing the transition of the legacy Collect In Store program to IBM in order to create an enhanced customer journey, shortened lead times, and user friendly system for our stores.
  • Support, manage and troubleshoot the daily operation of the Order Management System fuelled by IBM Sterling, MetaPack and SAP systems, ensuring proper communication between the channels for order fulfilment.
  • Responsible for training all Retail Operations teams on the usage of IBM Sterling Order Management system, while also managing the program for all doors on the backend.
  • Forecast Omni-Channel volume while properly shifting resources from a retail store and hub perspective during peak seasons to ensure meeting the demand for the customer lead time of the online business.
  • Implemented a layer of reporting for both retail stores and HUB teams, improving their on-time delivery KPI performance to over 98% per fiscal week to the online customer.
  • Provide a weekly online performance update to the CFO, Allocations and Merchandising Teams from a unit, dollar amount and styles sold perspective.

Client Services Manager

Bebe and Juicy Couture
09.2017 - 09.2018
  • Leading two U.S. customer service teams for widely known contemporary brands, ensuring the client experience through our e-commerce channel is seamless.
  • Compile weekly, monthly and yearly performance reports of each team, comparing to LY’s results to improve the team’s efficiency and KPI’s in all ways possible.
  • Forecasting and strategizing for the fiscal year in terms of staffing, availability, training, and aligning both teams to new ways of working for the quality of our care to the clientele.
  • Collaborating with the multiple distribution centers guaranteeing all shipping service level agreements are met and returned orders are processed within service level agreement.
  • Lead in sourcing packaging vendors for the e-commerce platform and ensuring the forecasted supply is on brand, based on the design team’s parameters.
  • Manage the distribution center transition for both brands from a customer service perspective. Including drafting verbiage for e-commerce site and setting service level agreements between team standards.

E-Commerce Studio Manager

Bebe, Juicy Couture, and BCBG
09.2017 - 09.2018
  • Projecting and maintaining the monthly photo shoot calendars for labels Bebe, Juicy Couture and BCBG based on sample arrival from vendors and website upload date.
  • Responsible for maintaining the monthly budget sheets which is set at over $150K to evenly distribute between all 3 brands ensuring they stay within the means set.
  • Collaborating with the creative teams and in charge of casting of models, booking of models, photography, and booking of hair/make-up.
  • Negotiating rates with many well-known modeling agencies on a bi-coastal level between New York and Los Angeles; making sure the photo studio department is staying within their means of budget.
  • Obtaining proper documentation and permits for off-site shooting within the city of Los Angeles.
  • Managing a staff of over 10 individuals across all three brands, ensuring the success of each studio.

U.S. E-Commerce/ Operations Coordinator

Burberry
07.2013 - 08.2017
  • Provide full logistical Global Customer Care support for the US Online World Store.
  • Responsible of training and managing 10 incoming E-commerce department new hires and transfers.
  • Created all standard operating procedure guides for the E-commerce department.
  • Key point person for E-Commerce project testing on new company initiatives from beginning stages to go-live date.
  • Operationally managing key wholesale accounts which include Nordstrom, Bergdorf Goodman, Neiman Marcus, and Saks Fifth Avenue. Ensuring allocated stock orders are shipped to the customer according to vendor compliance through multi-channel carrier services.
  • Compile specific weekly and monthly SAP reports of the order flow to ensure all orders placed are shipped in a suitable time frame.
  • Aid in the forecast of volume during peak seasons for the Burberry US World Store.
  • Americas Hub key point person for the introduction of the highly successful 2015/2016 Omni-Channel project. The merging of online and story inventory provided a seamless customer experience, which has generated over $15 million dollars since the 2015 go-live date.
  • Operationally manage retail and e-commerce projects that filter through the HUB from start to finish ensuring proper shipment within the Corporate Customer Operations Team’s service level agreement.
  • Take proper action to resolve and trouble shoot any issues with incoming orders.
  • Supervise the Runway Made to Order process that Burberry offers on the US World Store & Retail/Wholesale doors during London Fashion week.
  • Project and order the monthly collateral inventory levels to ensure the E-Commerce fulfillment team has adequate packaging stock.
  • Strategize timing and fulfillment of replenishment and merchandise consolidations in partnership with various operational teams.
  • Headed the construction of the global year-end review book of achievements for the US sector of Burberry Distribution.
  • Corporate gifting operations specialist. Consisting of servicing outside vendors that are gifting their customers with Burberry merchandise through reward programs.

Education

Bachelor of Science - Fashion Merchandising, Minor in Business

Immaculata University
Immaculata, PA
01.2011

Skills

  • Strategic planning
  • Cross-functional collaboration
  • Operations management
  • Cross-functional team coordination

Timeline

Senior Manager, Global E-Commerce Operations/Customer & Omni-Channel Fulfillment

Burberry
04.2022 - Current

Regional Omni-Channel/Digital Operations Manager

Burberry
09.2018 - 04.2022

Client Services Manager

Bebe and Juicy Couture
09.2017 - 09.2018

E-Commerce Studio Manager

Bebe, Juicy Couture, and BCBG
09.2017 - 09.2018

U.S. E-Commerce/ Operations Coordinator

Burberry
07.2013 - 08.2017

Bachelor of Science - Fashion Merchandising, Minor in Business

Immaculata University

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Erica McNelis