Retail Management Professional
Open To Work
Gines Massot
Macy's - Livingston Mall
Work Preference
Job Search Status:
Open to work
Desired start date:
Immediately
Desired Job Title
Customer Experience/Floor ManagerAssistant Store Manager
Work Type
Full TimeContract WorkConsulting
Location Preference
On-SiteRemote
Location:
Livingston, njPhiladelphia, PA
Open to relocation:
Yes
Important To Me
Career advancement
2
Languages
20
Years of experience
Customer Experience/Floor Manager leading customer service, omnichannel fulfillment, and floor operations across a high-volume retail environment. Manages a team of 56 across service, back-of-house, and sales while overseeing BOPIS, curbside, recovery, merchandising, and complex returns requiring managerial approval. Uses P&L analysis, KPI coaching, and workload planning to improve efficiency, profitability, and the customer experience.
Work History
Customer Experience/Floor Manager
1 Year 7 Months- Led a team of 5 customer service associates, 9 back-of-house associates, and 42 sales associates, delivering strategic leadership and continuous support.
- Managed ongoing integration and improvement initiatives for omnichannel operations to optimize BOPIS and curbside fulfillment processes.
- Drove and monitored KPIs by establishing clear goals and coaching team members for optimal performance.
- Assisted in analysis of monthly P&L reports to assess financial performance metrics, driving initiatives for enhanced operational efficiency.
- Developed schedules for team members to optimize coverage during peak shopping hours.
- Proactively engaged in recruiting, hiring and onboarding team members.
- Mentored and trained staff on customer service excellence and product knowledge leading to Customer Service scores consistently above 90%
- Oversaw credit card and rewards program enrollments, driving recognition through multiple regional awards.
- Oversaw back-of-house processing for new merchandise arrivals.
- Implemented visual merchandising standards to enhance product presentation and sales appeal.
- Developed strategic workload plans to optimize efficiency for sales receiving and fulfillment operations.
- Managed complex transactions, including high-value returns and exchanges requiring managerial authorization.
- Led staff in executing store recovery initiatives, ensuring a clean, organized, and customer-ready environment across 180,000 square feet of shopping space.
- Implemented daily store opening, closing and cash management procedures.
- Collaborated with asset protection department to implement strategic staffing adjustments aimed at minimizing loss in high-risk areas.
- Managed updates of promotional materials and signage to align with branding standards.
- Cultivated and sustained relationships with local leaders and business associations to enhance sales growth.
Assistant Store Manager
1 Year 5 Months- Cultivated client relationships to drive sales of premium fashion jewelry, bridal pieces, and timepieces.
- Led a team of 5 sales associates, providing training and coaching to enhance performance. Managed succession planning initiatives to secure future leadership.
- Drove and monitored key performance indicators to enhance sales strategies, achieving 56% contribution from personal sales to overall store performance.
- Consistently ranked among top 5 monthly sales performers for Manhattan district assistant store managers.
- Optimized conversion strategies, achieving a 28% increase in conversion rate and nearly doubling average transaction rate.
- Curated and maintained a comprehensive clientele list.
- Attained a 67% Warranty Attachment Sales rate.
- Ensured adherence to security protocols and eob sales report processing.
- Maintain compliance with BOPIS, Store to Store, and Ship from Store processes.
- Managed intake processes for all jewelry repairs and custom design projects.
- Collaborated with clients to create bespoke bridal ring designs, ensuring alignment with their vision and preferences.
- Facilitated financing using a variety of instruments.
At Your Service Captain
2 Years 5 Months- Managed complex transactions, ensuring smooth returns and exchanges for customer satisfaction.
- Trained new hires on register operations and customer service, fostering effective team integration.
- Led store recovery efforts, enhancing shopping environment through consistent cleanliness.
- Executed enrollment procedures for credit card and rewards programs to enhance customer engagement.
- Coordinated with Asset Protection Department in order to improve loss prevention.
Education
Associates Degree - Business
G.I.A. Applied Jewelry Professional - Applied Jewelry Professional
Diamond Council of America Certified Diamontologist
Skills
Store operations management
Team leadership
Workload planning
Succession planning
P&L analysis
Recruiting & onboarding
KPI tracking
Cash handling
Performance coaching
Sales forecasting
Omnichannel operations
Luxury sales
Merchandising
Inventory control
Customer service
POS systems
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Customer Experience/Floor Manager
Macy's - Livingston Mall
01.2025 - CurrentRead More
Assistant Store Manager
Zales - Livingston Mall
07.2023 - 12.2024Read More
At Your Service Captain
Macy's - Livingston Mall
02.2021 - 07.2023Read More
Diamond Council of America Certified Diamontologist
Read More
Millburn Professional School of Business
Associates Degree from Business
Read More
Gemological Institute of America
G.I.A. Applied Jewelry Professional from Applied Jewelry Professional
Read More