Jennifer Yuan
Merrimack
Summary
Results-oriented Senior Operations & Business Leader with over 30 years of leadership across retail and wellness sectors. Expertise in directing multimillion-dollar businesses, enhancing performance in underperforming locations, and developing high-performing teams. Committed to driving measurable results and delivering exceptional customer experiences in collaborative environments.
Overview
1
1
Certification
32
32
years of professional experience
Work History
General Manager
Club Pilates
Concord
01.2025 - Current
- Increased active membership from 304 to 340 while directing all studio operations
- Generated 289 new memberships within one year, consistently exceeding monthly goals
- Sustained 45–50% conversion rate through consultative selling and relationship-focused engagement
- Enhanced referral program, resulting in 50 new memberships
- Maintained a 5.0 Google review rating through exceptional service and member care
- Directed daily operations including sales, staffing, scheduling, payroll, inventory, compliance, and retention
- Recruited, coached, and developed a team of 8 employees, fostering accountability and collaboration
- Planned and executed 11 grassroots events, 15 vendor pop-ups, and 9 themed engagement events to drive community engagement and increase visibility
- Created and executed social media campaigns, newsletters, referral initiatives, and promotional events
- Built strategic partnerships with local businesses and healthcare providers to drive referrals
- Monitored KPIs, membership trends, retention, cancellations, and operational performance to guide decisions
Customer Relations Manager
Athleta
New Hampshire
01.2024 - 01.2025
- Strengthened customer loyalty through personalized service and relationship-based selling
- Enhanced customer loyalty through personalized service and relationship-based selling
- Created memorable customer experiences that contributed to sales growth and operational excellence
- Partnered with leadership to implement merchandising, operational, and engagement initiatives
- Collaborated with leadership to execute merchandising, operational, and engagement initiatives
- Mentored junior staff members, supporting professional development and skill growth
- Fostered a positive work environment through teamwork, communication, and recognition
Visual Manager
Banana Republic Factory
New Hampshire
01.2018 - 01.2024
- Led visual merchandising strategy to maximize sales and elevate customer experience
- Improved field teams’ sales through coaching on merchandising techniques
- Analyzed customer feedback and sales data to optimize merchandising strategies
- Coordinated with inventory teams to highlight overstocked items and drive stock clearance
- Completed 4 Acting General Manager assignments, overseeing operations, staffing, and performance
- Achieved Field Incentive Plan Award for two consecutive years
- Supported a multi-million-dollar operation within the Gap Inc. portfolio
- Met or exceeded monthly credit card acquisition goals
General Manager | Multi-Location Leadership
Gap
Multiple Locations
01.2003 - 01.2018
- Led operations for high-volume stores generating $5M–$8M annually
- Recruited, hired, and developed leadership teams and associates totaling ~200 employees
- Led 2 store openings and 4 store closures, optimizing location performance and market presence
- Selected to stabilize underperforming locations through process improvement
- Stabilized underperforming locations through process improvement
- Conducted monthly P&L reviews, identifying key trends to improve financial and operational outcomes
- Partnered with Loss Prevention to strengthen asset protection and compliance
- Led district conference calls and collaborated on operational initiatives
- Coordinated inventory management processes to optimize stock levels and availability.
General Manager
Victoria’s Secret
Saugus
01.1995 - 01.2003
- Successfully led 3 new store openings, ensuring operational readiness and staffing
- Led 3 new store openings, achieving operational readiness and effective staffing
- Recruited and developed management teams, coaching associates to enhance team performance
- Cultivated culture of accountability and teamwork, promoting exceptional service
Education
High School Diploma -
Mascenic Regional High School
New Ipswich, NHSkills
- Operations Leadership
- Sales Leadership
- Business Development
- P&L management
- Customer Experience
- Strategic Planning
- Change Management
- Multi-Unit Support
- Talent Acquisition
- Team Development
- Coaching & Mentorship
- Employee Engagement
- Conflict Resolution
- Business analytics
- Process Improvement
- Inventory Management
- Loss Prevention
- Microsoft Office Suite
- Google Workspace
- CRM Systems
- POS Systems
- Payroll & Scheduling Systems
- Reporting & Analytics
- Payroll & Scheduling Systems
Certification
Merchandise Life Cycle Certification, Banana Republic Factory / Gap Inc.
Executive Highlights
- Directed $3M–$8M in annual revenue across multiple leadership assignments
- Led up to 200 employees across multi-unit and high-volume operations
- Successfully executed 5 new store openings and 4 store closures
- Developed and mentored 8 future retail leaders
- Generated 289 new Club Pilates memberships in one year (avg. 24/month)
- Sustained 45–50% Intro Class conversion rate and generated 50 referral memberships
- Maintained a 5.0 Google review rating throughout Club Pilates tenure
- Earned Field Incentive Plan Award for two consecutive years at Banana Republic Factory
Timeline
General Manager
Club Pilates
01.2025 - Current
Customer Relations Manager
Athleta
01.2024 - 01.2025
Visual Manager
Banana Republic Factory
01.2018 - 01.2024
General Manager | Multi-Location Leadership
Gap
01.2003 - 01.2018
General Manager
Victoria’s Secret
01.1995 - 01.2003
High School Diploma -
Mascenic Regional High School