Heidi Nicholas
Palm Desert,CA
Summary
Dedicated manager and leader with over 13 years of multidisciplinary management and sales experience. Results-driven leader with strong background in strategic management and organizational growth. Skilled in developing and implementing effective business strategies, optimizing processes, and driving team performance. Known for adaptability, effective collaboration, and delivering measurable outcomes in dynamic environments. Strong communication and problem-solving abilities, coupled with focus on fostering productive and positive team culture.
Overview
14
14
years of professional experience
Work History
Director
YogaSix (CFC Fitness Concepts)
Palm Desert, CA
04.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Utilized CRM and data programs including ClubReady, JazzHR and iKizmet
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Negotiated favorable contracts with vendors for reduced costs and improved service quality.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Enhanced customer service protocols, significantly improving customer satisfaction ratings.
- Led cross-functional teams to exceed benchmarks for SLA delivery, staying on top of challenging schedules with multiple competing timelines.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Enhanced data-driven decision-making by implementing advanced analytics and reporting tools.
Sales and Operations Manager
Cyclebar (CFC Fitness Concepts)
Rancho Mirage, CA
05.2023 - 04.2024
- Overseeing sales and operational processes, procedures and systems based on Cyclebar corporate standards
- Utilized CRM and data programs including ClubReady, JazzHR and iKizmet
- Sales forecasting through market trends, historical information and other data analytics
- Execute and audit the sales process of lead generation, follow up, and closing
- Creating a positive and personalized experience for clients through all stages of the sales and retention process
- Advertising and sales, including CRM management, data and market analysis
- Review and analyze KPI's
- Analytical analysis of data from social media platforms to increase engagement
- Assist in planning and execution of events and sales functions
- Creation of SOP's, sales processes and promotions
- Organize and execute team meetings
- Participate in and develop social media and web marketing activities, such as email campaigns/newsletters and customer review generation
- Assist with employee expense tracking and timekeeping activities.
Owner/Manager
Sweet Crosby's Bake Shop
08.2021 - 04.2024
- Client/wholesale relations and customer service
- Social media content creation and management through multiple platforms including Canva and Adobe
- Brand image and marketing of company
- Advertising and sales, including using CRM data and market analysis
- Working with influencers and B2B partnerships to grow brand recognition
- Utilizing drip campaigns to increase customer engagement and conversion
- Analytical analysis of data from social media platforms to increase engagement
- Review and analyze KPI's
- Storyboard creation and presentation
- Supply procurement and purchasing
- Design creation based on clients event details
- Brand image and marketing of company
- Visual planning for weddings, birthdays and corporate events
- Management and scheduling of events
- Creating sales matrix/goals and maintaining ADS and UPT
- Consultations with current and prospective customers and clients
- Responsible for managing wholesale accounts
- Managing and analyzing profit/loss data.
Regional Manager
Orangetheory Fitness
Palm Desert, CA
08.2018 - 08.2021
- Overseeing sales and operations processes, procedures, and systems for two studios (Palm Desert and Palm Springs locations) based on Orangetheory standards
- Cultivating and maintaining a team based on an open door work environment and building professional relationships that create success for both staff and owners
- Utilized CRM and data programs including Mindbody, Orangebook and DOMO
- Social media management/marketing and creation via Canva and approved channels
- Working with influencers and B2B partnerships to grow brand recognition
- Advertising and sales, including using CRM data and market analysis
- Utilizing drip campaigns to increase customer engagement and conversion
- Analytical analysis of data from social media platforms to increase engagement
- Facilitate monthly staff meetings, schedule creation and payroll management
- Recruitment, onboarding and off-boarding of staff including management, front of house and coaches
- HR management of promotions, wage analysis as well as disciplinary action and documentation
- Employee management of two studios using strength based management to ensure constant development and ongoing education and training of staff members
- Ensuring all front desk processes are followed including, check-in, class reconciliation, late fee charges, pulling cross regional members, alert creation and management, monthly promo training and checking billing information to ensure a smooth check-in process for both members and staff
- Maintain a clean studio and lobby as well as creating cleaning guidelines and checklists for front desk staff and coaches
- Creating an inviting and enthusiastic environment for members through building professional relationships and consistent engagement through multiple channels including in studio, via telephone and through company approved social media
- Customer relations including handling customer complaints and concerns/suggestions through quick but accurate decision making that benefits both members and the studio based on owner and company standards
- Lead management and creation through Orangebook and other marketing channels
- Review and analyze KPI's
- Ensure studios meet corporate standards through business practices, systems, and processes
- Perform studio and staff audits as well as assisting in corporate visits/audits
- Attend corporate conference calls, regional meetings and convention.
Store Manager
Camp Crib
06.2017 - 08.2018
- Responsible for overall customer experience by providing the best service as well as mediating any customer issues that arise
- Holding a client book to ensure continuing sales and to recruit new clients to the store
- Managing social media on multiple platforms including Facebook and Instagram
- Social media management/marketing and creation via Canva and approved channels
- Working with influencers and B2B partnerships to grow brand recognition
- Advertising and sales, including using CRM data and market analysis
- Utilizing drip campaigns to increase customer engagement and conversion
- Analytical analysis of data from social media platforms to increase engagement
- Vendor/Sales representative relations and follow up regarding purchase orders and delivery
- Ensuring buying budget is followed and maintained for all upcoming orders and deliveries
- Traveling to trade shows and events to purchase and attain 'on trend' knowledge
- Creating schedule and managing payroll
- Ensuring merchandising is to company standard
- Lead overall store earnings by driving top line sales while managing controllable contribution
- Manage the team who ensures the efficient and effective handling of all merchandise from shipment receipt, processing and replenishment systems
- Drive results through creating short-term plans and long-term strategies, processes, and events that create a positive in-store experience for both our store team and our customer
- Manage and measure progress and results against key targets
- Ensuring maintenance is done on a regular basis and as needed to store.
Store and Cafe Manager
Bell Tower Salon and Spa
12.2015 - 06.2017
- Responsible for overall customer experience and service
- Vendor/Sales representative relations and follow up regarding purchase orders and delivery
- Ensuring buying budget is followed and maintained for all upcoming orders and deliveries
- Traveling to trade shows and events to purchase and attain 'on trend' knowledge
- Social media management/marketing and creation
- Working with influencers and B2B partnerships to grow brand recognition
- Advertising and sales, including using CRM data and market analysis
- Utilizing drip campaigns to increase customer engagement and conversion
- Analytical analysis of data from social media platforms to increase engagement
- Creating schedule and managing payroll
- Ensuring merchandising is to company standard both in store and in apothecary
- Lead overall store earnings by driving top line sales while managing controllable contribution
- Manage the team who ensures the efficient and effective handling of all merchandise from shipment receipt, processing and replenishment systems
- Drive results through creating short-term plans and long-term strategies, processes, and events that create a positive in-store experience for both our store team and our customers
- Manage and measure progress and results against key targets
- Ensuring maintenance is done on a regular basis and as needed to store and café premises.
Owner/Manager
Kupkake Kouture
12.2010 - 03.2015
- In store and on site customer service
- Visual merchandising of store
- Brand image and marketing of company
- Visual planning for weddings, birthdays and corporate events
- Management and scheduling of employees
- Creating sales matrix and maintaining ADS and UPT
- Advertising and sales
- Consultations with current and prospective customers
- Responsible for managing payroll
- Creating Excel spreadsheets for weekly and monthly order review
- Business has been featured in numerous publications including Berks County Living and The Reading Eagle.
Education
B.A. in Art History and Political Science -
Lycoming College
Williamsport, PA06.2006
Skills
- Negotiation
- Interviewing
- Payroll
- Recruiting
- Employee orientation
- Canva
- Mindbody
- Figma
- Airtable
- ClubReady
- JazzHR
- Google Docs
- Social media marketing
- Human resources management
- Google Ad Manager
- Meeting facilitation
- Inside sales
- B2B sales
- Purchasing
- Employee relations
- CRM software
- Strength based management
- Lead generation and Management
- DOMO
- Cake decorating
- Team management
- Retail management
- Fashion retail
- Customer service
- Fashion styling
- Data Analytics
- Content Creation
- Social Media Management
- Forecasting
- Market Analysis
- Customer Relationship Management
- Data Analysis
- Talent acquisition
- Leadership
- Marketing
- Sales
- Analytics
- Human resources
- Analysis skills
- Teamwork and Collaboration
- Organizational Skills
Publications
- Berks County Living- Go Cupcake Crazy, https://berkscountyliving.com/features/go-cupcake-crazy/, 04/01/12
- Reading Eagle Newspaper-Kupkake Kouture Sold to Secrets Bakery, https://www.readingeagle.com/2015/06/10/former-kupkake-kouture-site-in-west-reading-gets-a-newsecrets-identity, 06/01/15
Timeline
Director
YogaSix (CFC Fitness Concepts)
04.2024 - Current
Sales and Operations Manager
Cyclebar (CFC Fitness Concepts)
05.2023 - 04.2024
Owner/Manager
Sweet Crosby's Bake Shop
08.2021 - 04.2024
Regional Manager
Orangetheory Fitness
08.2018 - 08.2021
Store Manager
Camp Crib
06.2017 - 08.2018
Store and Cafe Manager
Bell Tower Salon and Spa
12.2015 - 06.2017
Owner/Manager
Kupkake Kouture
12.2010 - 03.2015
B.A. in Art History and Political Science -
Lycoming College