HEIDI CHAN

• Developed a successful private label brand: iUwe and currently manage all global marketplaces in US, Canada and UK.
• Provide expert retail strategies consulting with a focus on optimizing organizational structure and design for luxury retail.

Extensive frontline experience in daily retail operations, stock management, staffing, coaching, retail sales promotions and customer servicing.

• Beauty Advisor, SEPHORA, Bellevue, WA (2022-2023)
• Boutique Manager, SHU UEMURA, L'OREAL USA, Shu Uemura, New York, NY (2006)
• Retail Operations & Business Manager, CLINIQUE, Macy's HS, New York, NY (2004-2005)
• Business Manager, BECCA Cosmetics, Nordstrom, Seattle, WA (2004)
• Suzuki Spa Operation Manager, New York, NY (2003)
• Makeup Artist, MAC Cosmetics, Estee Lauder USA, Houston, TX (2002-2003)

• Company Overview: L'Oréal Group, Asia Pacific, LUXE Division
• Led regional transformation strategies across 12 Asia Pacific countries and 10 luxury cosmetics brands, achieving an impressive annual sale of US$3.5 billion, marking the highest growth within the Group.
• Successfully implemented Retail Business Intelligence (BI) initiatives, resulting in widespread improvements in workforce efficiency. Initiatives led to a notable 5-15% increase in store sales productivity within the direct-to-consumer (D2C) channel which comprised over 3000 points of sales (POS).
• Maintained tight control over annual retail organization turnover, achieving low attrition rates of 22% for 13,000 frontline beauty advisors and 10% for 5,000 retail management teams. Skillfully optimized P&L investments in retail staff development at 15% of net sales for six consecutive years, implementing competitive salary adjustments aligned with talent development strategies. Employee engagement levels consistently exceeded 85% satisfaction.
• Spearheaded the transformation from a sales-focused approach to customer-centricity by implementing various regional interventions. These included Retail Store Management (RSM), Service & Retail Academy (SRA), Customer Experience (CRM) initiatives integrated with retail activations programs Mystery Shopper (MSP) and Net Promotor (NPS), along with the development of digital in-store consultation tools development and coaching applications.
• Effectively led, mentored, and supported a team of 6 retail & education directors while fostering a strong alliance with global brand teams and other regional functional teams, including HR, IT, Supply Chain and Merchandising. This collaborative approach optimized expansion and penetration strategies when cascading transversal strategies to market, brand, and store levels.
• L'Oréal Group, Asia Pacific, LUXE Division

• Company Overview: Beiersdorf AG, Asia Pacific
• Developed and managed all brand training toolkits, providing coaching to retail & education teams in core six countries including travel retail, to ensure the delivery of luxury skincare service to support brand status building.
• Spearheaded premium spa cabin services to enhance customer loyalty contributing to business development, contributing to business development with a notable 55% increase in profitability.
• Facilitated the development of senior leadership team development in each country, drive alignment on retail development strategies including salary competitive analysis, retail talent identification and retention programs.
• Beiersdorf AG, Asia Pacific

• Company Overview: P&G Prestige, Asia Pacific
• Led the strategic development of Anna Sui Cosmetics with annual sellout exceeding US$60 million. Designed comprehensive training toolkits for over 650 frontline retail staff, resulting in enhanced recruitment and strategies with 95% success rate.
• Identified and capitated on up-sell and cross-sell opportunities to improve category market share, store productivity and to new clientele growth.
• Successfully supported and enabled seamless corporate integration of Anna Sui cosmetics into Albion Co. Ltd (Japan) following merger and acquisition (M&A) in 2011, with no adverse staff turnover or productivity impact.
• Acted as a brand ambassador to liaise and support New York Anna Sui brand fashion house, leading all PR campaigns and contributing to television and social media content development.
• P&G Prestige, Asia Pacific

• Reviewed and organized legal documentation for firm malpractice matters, exhibits and trials preparations.