Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Felicia Lawler

Austin,TX

Summary

With over 15 years in executive management roles with extensive experience and knowledge in strategic planning and implementation, P&L responsibility, pricing and contract negotiation, and employee performance and human resource management. Played a key role in continuous process improvement initiatives across various departments to identify and improve optimization and reduce costs. An influential facilitator cultivating employee engagement to develop high-performing teams to ultimately deliver increased productivity, sales, and profitable growth. KEY STRENGTHS: | Confident Proven Leadership & People Development |Strategic Growth Planning & P&L Management | Coach-ing and People Development | Recruiting, Interviewing & Onboarding | Human Resource & Employee Performance Management | Implement Employee Recognition Programs | Highly Persuasive, Influential & Strategic Negotiations Skills | Consistently Exceeding Sales Targets | Market Analysis & Penetration | Continuous Process Improvement| Increase Productivity & Cost Reduction | Effective Interpersonal & Communication Skills | Strong Business Acumen Skills | Highly Analytical & Strong Agility to Learn

Overview

18
18
years of professional experience

Work History

Manager, Customer Success Management-Amazon Vendor ServicesHome Entertainment and Software

Amazon
Austin, United States
10.2022 - Current
  • Directly manage six Customer Success Managers who oversee more than 20 vendors spanning the Home Entertainment and Software categories within Amazon Vendor Services, which is a billion-dollar business.
  • Identified opportunities for process improvements within the vendor management program.

People/Programs Manager- Legal & Communications

Meta
Austin, United States
07.2021 - 10.2022
  • Support and manage a team of 13+ specialists, fostering a culture of high performance and continuous growth and development, overseeing admin support for 75 leaders in a fast-paced, high-volume, and changing client service environment.
  • Maintain adherence to the scope of the Admin Specialist Program (shared services program) and ensure SLAs are being met; proactively flagging and resolving challenges, and managing up to drive decisions and alignment when needed. Manage individual performance, coaching, mentoring, and interviewing.
  • Develop and own detailed project plans, program resources, lead planning, and execution of high-impact projects, serving as project manager on several work streams. Provide support in headcount and capacity planning, alignment process, and operations.
  • Manage onboarding and training for new specialists and leads. Design and implement change management and communication strategies to drive successful adoption of new programs and initiatives. Build strong relationships with key stakeholders and cross-functional teams. Partner closely with leaders/project sponsors to define scope, drive alignment on objectives, and assemble teams where needed.

Store Manager

Nordstrom
Annapolis, United States
04.2018 - 08.2020
  • Direct responsibility for P&L management of $140 million in annual revenue, handling the day-to-day operational execution, and providing direct leadership to 40 departmental leaders, while supporting 230+ sales associates/team members, effectively delivering improved EBIT of 45% and revenue growth of 9% over the prior year, including decreasing overhead expenses in excess of $75k.
  • Played a key role in managing human resource strategies and employee performance by establishing expectations to measure and monitor results, creating accountability through effective coaching, developing, and mentoring to develop talent, and resulting in a high-performing team.
  • Operationally handle all aspects of a mini-fulfillment center, implementing processes and procedures to improve fulfillment rate orders by increasing efficiencies of minimal touchpoints for packing and shipping, resulting in improving rejection rates from 15% to 3%, and same-day fulfillment rates from 85% to 95% within 3 months of execution.
  • Consistently score 90% and above on Customer Survey Scores in both years, 2018 and 2019, with criteria and key metrics based on, i.e.
  • Create exclusive private Beauty Brunch events capitalizing on the company-wide biannual beauty trend week initiatives, inviting the store's top 30 beauty customers, promoting top beauty lines, the latest hair tools, free makeovers, and product sampling, with special event-only pricing of featured products, resulting in generating $120k at four events over the course of two years.
  • Organize and successfully execute Fine Jewelry Trunk Shows biannually, partnering with featured merchandise representatives, inviting top customers, offering promotional pricing, and increased reward points on all event purchases, resulting in over 300 customers in attendance, ranked #1 in the region for event sales, generating $400,000, equating to 27% of overall annual jewelry sales.

Store Manager

Nordstrom Rack
Austin, United States
01.2016 - 01.2018
  • In 2018, the Austin store ranked #1 out of 80 stores, delivering $17 million in revenue, resulting in a 5% increase in sales after negative growth the prior year.
  • Implemented cost-cutting measures resulting in $100K total savings through process improvement opportunities identified via P&L review.
  • Effectively execute and manage human resources and employee performance by establishing expectations to measure and monitor results, creating accountability through effective coaching, developing, and mentoring to develop talent, and resulting in a high-performing team, which led to seven team members being promoted to department leadership roles.
  • Organized and executed grand opening events for two locations, contributing to the Albuquerque store generating $1 million in sales during the opening weekend.
  • Selected to train and coach peer store managers in the store opening process, ensuring seamless onboarding of 50+ team members and successful grand openings.

Store Manager

Nordstrom
West Des Moines, United States
01.2014 - 01.2016
  • Led the successful opening of Iowa's first Nordstrom store, hiring, training, and onboarding over 50 team members.
  • Organized and executed a high-profile Gala event, resulting in $350k in sales on opening day.
  • Achieved $1 million in sales during the weekend launch, setting a strong foundation for the store's presence in the state.
  • Contributed to an average monthly addition of over 250 new customer credit card accounts in the Iowa store, securing top regional performance.

Store Manager

Nordstrom
Maple Grove, United States
01.2013 - 01.2014
  • Recognized for multiple 'Customer Service Book' quarterly awards for best-in-class service and performance, based on peer nominations in various districts.

Assistant Buyer

Nordstrom
Seattle, United States
01.2012 - 01.2013
  • Assisted organization's buying process for women's active wear across 130 stores, generating $150 million in annual revenue.
  • Collaborated with 130 department managers, applying sales strategies and techniques to boost sales.
  • Ranked #1 for highest sales volume of Live-in Legging by Zella in 2013.
  • Secured a top-two position across 25 departments by boosting sales performance by 7%.
  • Implemented strategic sales techniques resulting in a 10% sales uplift for the North Face brand.

Regional Merchandise Manager

Nordstrom
Seattle, United States
01.2011 - 01.2012
  • Provided coaching to develop sales talent, achieving an 8% increase in Women's Activewear, ranking #1 departmentally.
  • Ranked top merchandise region among eight, achieving highest sales growth volume over previous year.
  • Acknowledged as top-performing RMM for year-over-year sales increase.
  • Chosen as Regional Mentor to train new merchandise managers in executing sales strategies and initiatives.
  • Successfully facilitated the advancement of eight department managers into high-volume roles in NW region.

Department Manager

Nordstrom
Seattle, United States
01.2008 - 01.2011

Intern

Nordstrom
Minneapolis, United States
01.2007 - 12.2007

Education

Bachelor's degree - Apparel and Textiles

University of Northern Iowa
01.2007

Skills

  • Account Management
  • Data analysis
  • Team Development
  • Confident Proven Leadership
  • People Development
  • Strategic Growth Planning
  • P&L Management
  • Coaching
  • Recruiting
  • Interviewing
  • Onboarding
  • Human Resource Management
  • Employee Performance Management
  • Employee Recognition Programs
  • Persuasive Skills
  • Influential Skills
  • Strategic Negotiations Skills
  • Sales Targets
  • Market Analysis
  • Market Penetration
  • Continuous Process Improvement
  • Productivity Improvement
  • Cost Reduction
  • Interpersonal Skills
  • Communication Skills
  • Business Acumen
  • Analytical Skills
  • Agility to Learn

Timeline

Manager, Customer Success Management-Amazon Vendor ServicesHome Entertainment and Software

Amazon
10.2022 - Current

People/Programs Manager- Legal & Communications

Meta
07.2021 - 10.2022

Store Manager

Nordstrom
04.2018 - 08.2020

Store Manager

Nordstrom Rack
01.2016 - 01.2018

Store Manager

Nordstrom
01.2014 - 01.2016

Store Manager

Nordstrom
01.2013 - 01.2014

Assistant Buyer

Nordstrom
01.2012 - 01.2013

Regional Merchandise Manager

Nordstrom
01.2011 - 01.2012

Department Manager

Nordstrom
01.2008 - 01.2011

Intern

Nordstrom
01.2007 - 12.2007

Bachelor's degree - Apparel and Textiles

University of Northern Iowa

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Felicia Lawler