Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Accomplishments
References
Timeline
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Kristen Wilbourn

Atlanta,Georgia

Summary

Visionary General Manager with over two decades of transformative leadership in the retail sector, adept at driving sales and operational excellence. With a proven track record at VS&Co, Sephora, and Gap, I excel in strategic planning, talent acquisition, and fostering a culture of continuous improvement and inclusivity. Committed to leveraging extensive experience in customer service and team development to propel future organizations toward unprecedented success.

Overview

9
9
years of professional experience

Work History

Store Manager

VS&Co
Atlanta, GA
04.2023 - 03.2024
  • Achieved significant improvements in customer experiences by serving as Head Coach, driving a 10% rise in comp sales and a 5-point increase in conversion rates through strategic coaching, collaborative team selling, and personalized selling approaches.
  • Demonstrated exceptional financial analysis to identify impact on key items, accurately managing replenishment and freight processing resulting in a 98% merchandise availability.
  • Successfully managed store labor hours to ensure a 1% variance from the budgeted hours by implementing efficient scheduling techniques and monitoring daily expenses.
  • Implemented successful training and performance management programs leading to a 32% retention rate for top talent, resulting in a 12% decline from the previous year.

General Manager

Sephora, LVMH
Atlanta, GA
01.2020 - 03.2023
  • Achieved a 96% CRM satisfaction score by creating a strong client focus through product education and team recognition.
  • Implemented diversity, equity, and inclusion training programs for store associates to create a welcoming and inclusive environment. This enhanced brand reputation and allowed the environment to reach its full potential.
  • Achieved a 25% increase over the objective by introducing an online tool and assembling a capable team for the launch of Paid Services programs.
  • Utilized data analysis to identify and forecast sales opportunities, leading to over 1.5M increase in comp sales and driving additional growth for brand partners.

General Manager

Gap
Alpharetta, GA
05.2015 - 01.2020
  • Enhanced operational effectiveness for a $300k annual contribution to P&L, while providing rigorous training on asset protection, safety regulations, and customer urgency.
  • Implemented strategic visual merchandising, resulting in a 40% increase in raw conversion and improved customer satisfaction scores.
  • Implemented selling strategies to achieve credit card and loyalty goals, resulting in 3% transactions and 79% email capture.

Education

Some College (No Degree) - Business Management

Georgia State University
Atlanta, GA

Skills

  • Retail Inventory Management
  • Operational budgeting
  • Competitor Monitoring
  • Project Management
  • Program implementation
  • Leadership Development
  • Problem-Solving
  • Multitasking and Organization
  • Performance Reviews
  • Outstanding communication skills
  • MS Office proficient
  • Employee Scheduling

Languages

English
Native/ Bilingual

Affiliations

Participation in community activities for women and children at The Drake House and Boys & Girls Club of Atlanta includes:
* Implementing health and awareness education for teams and individuals to foster health consciousness, emphasizing the importance of treating the body well for optimal productivity at work and home.
* Organizing Empowerment Seminars with retail professionals to build effective teams by leveraging the concepts of a Growth Mindset.

Accomplishments

I successfully designed, tested, and implemented an onboarding roadmap that was deployed across the Greater Atlanta district. My exceptional work was recognized when I was nominated for the Southeast Region Values in Action Award in December 2022. I was also awarded the Rivet of Excellence with GAP for Operational Excellence & Customer Excellence, reflecting my unwavering dedication to delivering top-notch results. Additionally, I was honored with the Angels of Excellence Award for two consecutive holidays after achieving Top 100 stores, showing that my hard work and commitment truly paid off.

References

References available upon request.

Timeline

Store Manager

VS&Co
04.2023 - 03.2024

General Manager

Sephora, LVMH
01.2020 - 03.2023

General Manager

Gap
05.2015 - 01.2020

Some College (No Degree) - Business Management

Georgia State University

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Kristen Wilbourn