Kristen G. Wilbourn
Atlanta,GA
Summary
Results-driven retail leader with 20+ years of experience driving revenue growth, operational excellence, and talent development across high- volume and premium retail environments. Proven success leading large teams, improving conversion, and executing customer-centric strategies that increase profitability. Expert in blending service, sales, and operational strategy to deliver best-in-class consumer experiences. Positioned for multi-unit, corporate, pr strategic leadership roles.
Overview
11
11
years of professional experience
Work History
Senior Supervisor
Nike
Atlanta, GA
05.2024 - Current
- Drive sales and service strategy in a high-volume environment, impacting conversion, ADPT, and sales growth over LY.
- Lead and coach teams to deliver premium consumer experiences and increase membership acquisition.
- Execute front-of-store engagement strategies to improve customer connection and service consistency.
- Partner on digital integration strategies, including BOPIS and 020 sales growth
- Led corporate walk-throughs with senior leadership, presenting business insights and identifying opportunities to enhance consumer engagement, merchandising strategy, and product assortment.
- Influenced strategic decisions by delivering actionable recommendations to optimize in-store experience and align product offerings with consumer demand.
General Manager
Sephora
Atlanta, GA
01.2020 - 05.2024
- Drove year-over-year sales growth by implementing a strategic scheduling model within the Beauty Studio, optimizing service productivity and client flow
- Built and leveraged high-impact brand partnerships (including Dior, Fenty, Biossance, and emerging Black-owned brands) to stabilize and grow category sales performance
- Elevated client retention by developing and coaching licensed aestheticians and make-up artists to deliver personalized, high-touch service experiences that increased repeat business
- Designed and executed structured product knowledge and service training programs, improving selling confidence and driving growth in add-on and cross-categor sales
- strengthen clienteling culture by reinforcing consultation-based selling and relationship-building across the team
- Led in store events, brand activations, and service experiences to increase traffic, engagement, and loyalty
General Manager
Gap
Alpharetta, GA
05.2015 - 01.2020
- Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Coached 100+ sales associates in product specifications, sales incentives and selling techniques, increasing customer satisfaction ratings.
- Coordinated quarterly leadership workshops to educate team members on best practices to optimize productivity.
- Maintained organized, safe and clean retail facility to keep productivity high and maximize customer satisfaction.
- Built positive and productive relationships with store and field leadership.
Education
Business Management
Georgia State University
Atlanta, GASkills
- P&L Ownership & Financial Performance
- Sales Growth, Conversion & KPI Management
- Talent Development & Leadership Coaching
- Customer Experience & Clienteling Strategy
- Operational Excellence & Process Optimization
- Merchandising & Brand Execution
- Workforce Planning & Staffing Strategy
- Cross-Functional Leadership
Accomplishments
- Supervised team of 100+ staff members.
- Implemented marketing strategies which resulted in 10% growth of customer base.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Awarded Rivet of Excellence for two consecutive years highlighting Operational Excellence and Exceptional Customer Experience
- Awarded Angel of Excellence Award 2007 at Victoria's Secret for delivering Sales for top 100 stores.
Health and wellness, Empowerment seminars, Community Service
* Participate in Community Activities for women and children for Drake House and Boys and Girls Club of Atlanta
* Implement health and awareness education to teams and individuals for health consciousness. Emphasized importance to treat the body kind for maximum productivity at work and home.
* Organized Empowerment Seminars with retail professionals to build effective teams leveraging concepts of having a Growth Mindset.
Timeline
Senior Supervisor
Nike
05.2024 - Current
General Manager
Sephora
01.2020 - 05.2024
General Manager
Gap
05.2015 - 01.2020
Business Management
Georgia State University