Microsoft Office
Jennifer McCusker
Multi Unit Manager
Lancaster,PA
Summary
Successful multi-unit manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success and achieve all KPI goals. Dedicated to applying training, monitoring and morale-building abilities to enhance internal and external customer engagement and boost performance.
Overview
20
20
years of professional experience
Work History
Central PA / MD Regional Director
FGG Spas LLC, Hand and Stone Massage and Facial Spa
03.2023 - 06.2024
- Oversee and manage all daily operations of 3 Central PA / MD spas, between 75-100 employees.
- Lead all aspects of Human resource functions including recruiting, interviewing, hiring, onboarding and disciplinary actions including termination or suspensions for all positions.
- Supports with training while coaching performance of all sales aspects and all team members.
- Focused on delivering KPI results of all sales, revenue, and membership goals by delivering a Word Class Customer Experience to members and non-members.
- Supports and inspects all preparation of sales and payroll reporting, bank deposits, inventory, and management of all ordering of professional and retail supplies and products.
- Ensured the maintenance and resolution of all client inquiries, issues, and customer experiences.
- Attended the 2023 Hand and Stone National Conference in Washington DC.
- Motivated employees through effective communication, recognition programs, and tailored incentive structures that aligned with corporate objectives.
Multi Unit Smile Shop General Manager
Smile Direct Club, Nashville, TN
02.2020 - 01.2023
- Hired, trained, and managed teams at 2 fast-paced high volume clear aligner Smile Shops (Lancaster & King of Prussia) that generated over 4.5 million in consultative yearly sales revenue by delivering 5-star service to over 4,800 individual sales and service appointments.
- Maximized sales and gross profits by delivering +30% increase with show rate at 61% VS CO AVE of 47%, 81% in net sales conversion VS 73% CO AVE.
- Demonstrates high emotional intelligence in every aspect of working with our internal and external customers and was recognized in Grinner's Circle, 9 times as TOP TEN Smile Shop in 2 year, in addition, received #1 TOP SHOP HONORS for September 2022.
- Multiple stretch assignments for EAST region including collaboration with top managers to leverage data to seek out opportunities to develop and facilitate weekly training programs for underperforming sales associates.
- Team Engagement Committee member, appointed as lead East Video Compliance Captain for entire company for last year and half.
Clinic General Manager
Milan Laser Hair Removal, Omaha, NE
08.2018 - 01.2020
- Drove positive sales growth by exceeding all company KPI goals on consistent basis.
- Recognized in Manager's Excellence Recognition Program scoring 100 / 100 KPI in 2 of last 4 months.
- Ranked in top 10 Clinics during company-wide Customer Appreciation event by exceeding our referral sales goal by +30%, upsell goal by +5% and total sales goal by +29%.
- Assisted with successful Grand Opening of Portland, ME Clinic in September 2108 and was interim Clinic Manager for 6 weeks before executing our Grand Opening at Lancaster, PA location.
Boutique Manager
Bare Minerals, Shiseido America, New York, NY
08.2010 - 08.2018
- Increased retail sales by providing a personalized consultative client experiences.
- Managed all aspects of the Lancaster Boutique operations, analyzes all sales reports and promotional calendars to create successful weekly, quarterly, and yearly action plans that would deliver top-line results.
- Lancaster location was +22% profitable during 8 years.
- Out trended the total company's YTD results in all KPI's including: Sales per hour (SPH) at $92 / $78 and conversion at 55% / 42%.
- Lancaster's YOY has moved the mark in volume ranking from 65th in 2010 to ending 2017 at #13 overall in the 199 Boutique channel.
- Lead all aspects of the hiring process and ongoing development of 9-12 associates on a consistent basis including: recruiting, interviewing, auditioning, hiring, initial training, then followed up with continued coaching and developing on successful selling behaviors.
- Stretch assignments include: Cherry Hill A-Event, Interim Boutique Manager for King of Prussia in Fall 2012, BE Bus Tour, 2013 Phoenix Spa WEW Event, and Springfield's National Event.
- Coached and trained 10 newly hired Boutique Managers, 4 assistants from within the district and promoted 8 associates to other Bare Minerals locations or channels in an 8-year timespan.
- Planned, promoted, and executed all outsourcing events with local women's groups to help generate outside revenue.
Account Coordinator
Estée Lauder, Bon Ton Inc., - Milwaukee, WI
07.2003 - 08.2010
- Drive retail sales in 14 Bon Ton doors with an annual volume of $6.2 million.
- Recruit, interview, train, coach, motivate and develop over 32 Counter Managers and Beauty Advisors in all areas of the Estee Lauder Sales and Service Expectations and product knowledge.
- Communicate job expectations to Counter Managers and Beauty Advisors and follow-up with developmental conversations using the CM & BA monthly assessment forms.
- Develop bench candidates.
Education
Bachelor of Science Degree in Communications -
Clarion University of PA
Clarion, PAEsthetician Training (300 hours) -
Lancaster School of Cosmetology
Lancaster06.2003
Dale Carnegie Speaking Effectively Course -
Penn State University
State College, PA05.2001
Skills
Business Analysis
Client and Relationships Building
Sales and Marketing
Operations Management and Standards
Staff Training and Development
Talent Acquisition
Brand Awareness
Payroll Administration and Timekeeping
Teamwork and Collaboration
P&L Oversight and Management
Meetings and presentations
Managing Live Events
Issue and Conflict Resolution
Action Plans
References
UPON REQUEST
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
- Licensed Life Insurance Agent 2018- present
- Esthetics Training- Certified 300 hrs - 2004
- Dale Carnegie Speaking Effectively Certification
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Paid time off401k matchFlexible work hoursWork-life balanceCompany CultureHealthcare benefitsPersonal development programsQuote
"Live Life to the Fullest"
Aristotle
Software
Excel
Sales Forces
Zenoti - Millenium
Timeline
Central PA / MD Regional Director
FGG Spas LLC, Hand and Stone Massage and Facial Spa
03.2023 - 06.2024
Multi Unit Smile Shop General Manager
Smile Direct Club, Nashville, TN
02.2020 - 01.2023
Clinic General Manager
Milan Laser Hair Removal, Omaha, NE
08.2018 - 01.2020
Boutique Manager
Bare Minerals, Shiseido America, New York, NY
08.2010 - 08.2018
Account Coordinator
Estée Lauder, Bon Ton Inc., - Milwaukee, WI
07.2003 - 08.2010
Bachelor of Science Degree in Communications -
Clarion University of PA
Esthetician Training (300 hours) -
Lancaster School of Cosmetology
Dale Carnegie Speaking Effectively Course -
Penn State University
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