Lisa Mitchell
Plymouth,MA
Summary
Customer-focused multi-store operations and sales leader specializing in driving teams to exceed their goals. Unique background with a concentration in data analysis, sales leadership, project management, relationship management, problem resolution, and vendor relations. Demonstrated results in leading continuous process improvement, budget management, employee development, training, coaching, and mentorship. Rare ability to empathize with both the customer and the end client, establishing a trusting partnership that allows for optimal sell-through and retention results.
Overview
26
26
years of professional experience
2
2
Certifications
Work History
Regional Manager
EASTERN NATIONAL
RI &, MA
04.2023 - Current
- Eastern National is a non-profit organization, partnering with the National Park Service by supporting their mission through an offering of quality educational products and services.
- Responsible for Retail Sales, Operations and Merchandising for 21 stores in Massachusetts and Rhode Island.
- Achieves business goals and objectives through effective management, communication, and development of the sales team and associated partners.
- Fosters and maintains strong open two-way communication with external and internal partners.
- Institutes and Negotiates Partner Contracting.
- Creates Annual Operating Plans for all Partnerships.
- Leads the Data Reporting Task Force that uncovered and developed processes and job aids for the new POS and ERP systems.
- Participated in the Operational Policy and Procedure Task Force that developed Policies and Procedures, as well as the SOPs.
- Identified payroll expense inefficiencies, resulting in a $50k annual savings.
- Nominated for Annual Partner of the Year in 2024.
Consultant
LM CONSULTING
Hudson, MA
05.2022 - 07.2022
- Responsible for Sales, Marketing and Operations direction in a direct-to-consumer cannabis start-up company.
- Served as Subject Matter Expert in all aspects of Retail Operations.
- Partnered with CEO and COO in decision-making of company's vision, mission, strategic objectives and goals.
- Involved in Staffing and Training of Talent.
- Established Sales & KPI goals with focused SOPs to meet the goals.
- Responsible for Marketing oversight - digital, SEO, outreach, etc.
- Identified critical business drivers & reacted to need for change or expansion.
Regional Retail Manager
FINE FETTLE DISPENSARY
Hartford, CT
03.2021 - 02.2022
- Responsible for the Retail division in a vertically integrated cannabis company. Established operational strategies and sales drivers to meet company budgetary plans, exceed revenue goals and continue company expansion plans, of a start-up company.
- Collaborated with executive leadership to develop operational strategies as the company expanded.
- Developed staffing models and succession plans.
- Established Sales & KPI goals with focused SOPs to meet the goals.
- Created a Sales Performance Bonus Program.
- Created a company-wide training platform used for new store training as well as individual on-boarding.
- Designed a New Store Opening Planner.
- Identified critical business drivers & reacted to need for change or expansion.
- Reviewed and analyzed sales, payroll budget including salaries, merit increases, bonuses and employee incentives in conjunction in order to meet the retail operating budget.
- Analyzed Inventory - allocation, product selection, product turn, pricing & merchandising with margin goals in mind.
- Established Vendor Relationships; Effectively negotiated Terms & Costing.
- Regularly audited dispensaries for compliance with state regulations.
- Prepared and implemented dispensary budgets; monitored and approved all Retail Operational expenses (P&L focused).
Manager, National Retail Operations
COLUMBIA CARE
Chelmsford, MA
01.2020 - 04.2020
- Supported P&L leaders, and shared services support function leaders to drive the Company's overall and operational goals.
- Researched, analyzed and developed recommendations for revenue growth, merchandising and best practices across existing and future markets.
- Worked as a collaborative member of the Company's broader leadership team to deliver results in a fast-paced environment where systems and processes are still being developed.
- Created a Company-wide Customer Experience Program which included a comprehensive training platform for the field.
- Created a Grand Opening Planner; Project lead for all dispensary Grand Openings.
- Established cross-market communication, improving communication between the field and corporate partners.
- Planned, developed and organized programs to improve operational performance.
- Implemented and drove brand initiatives, including overseeing the customer experience of the brand.
- Provided guidance to retail management as it relates to store operations, market share growth, merchandising, team training and other best practices.
- Addressed identified issues regarding financial and operation performance throughout the year; built and executed annual financial plans.
- Worked with Compliance to create and update Standard Operating Procedures (in consideration of State and Federal Regulations, as applicable).
- Kept up with industry standards, conducted competition analysis, and provided insight to business partners that may enhance market share.
- Participated in Real Estate planning.
- Served as a Subject Matter Expert in Retail Operations and Training & Development.
District Sales Manager, New England
GODIVA CHOCOLATIER
New York, NY
10.2015 - 03.2018
- Responsible for $17 million retail store operation, overseeing 15 specialty food service-related, retail stores through New England. Supervise 15 Store Managers, 1 Area Store Manager and 140 associates.
- Rebuilt district sales force through hiring superior talent, hands-on training and continual development.
- Responsible for development of National Field Corporate Sales Program.
- Improved Health & Safety Standards in Market.
- Participated in Food Truck Program that expanded Brand Awareness in the Marketplace.
- Responsible for procuring quality fresh produce with emphasis on sales generation & profitability.
- Developed Onboarding Program for New Hires.
Regional Retail Manager of Relax the Back, Franchise Division
HUMAN TOUCH
Long Beach, CA
11.2014 - 10.2015
- Responsible for entire operations and sales generation of startup Franchise division.
- Liaised between Relax the Back Franchise Corporate Office and Human Touch Corporate Office, 1st line of contact.
- Choose and procured entire assortment of products.
- Negotiated pricing, delivering costs & returns to vendors.
- Responsible for creating and coordinating merchandising and promotional calendar and their strategies.
- Designed and created all promotional material - in-store graphics, brochures, flyers and e-blasts to support in-store promotions, as well as Web-site promotional impact.
- Handled all functions of merchandising ~ plan-o-gram creation, product sourcing & ordering, allocation, forecast and markdown.
- Responsible for strategic planning and budgeting/forecasting processes, while managing expenses to budget and LY and leveraging company assets.
- Recruited, Hired, Trained & Educated store teams to successfully engage customers and strategically sell products.
- Sourced and Managed partnership between outside warehouse/delivery company to ensure inventory integrity was sustained and customer delivery service standards were met.
Manager of MASS Retail and Home Shopping, US & Can
Human Touch
Long Beach, Washington
01.2013 - 11.2014
- Responsible for profitability, growth and direction of all sales activity in a variety of brick and mortar resellers, including large regional and national operators, independent specialty resellers and home shopping resellers in US & Canada
- Achieved business goals and objectives through effective management, communication and development of sales channel
- Solicited new business partners in the Mass Retail and Home Shopping Channel
- Negotiated a full business model to fit each dealer's business needs.
- Built relationships that drive sustained sell-through, growth and competitive share gain
- Coordinated Marketing, Distribution and Customer Service efforts in order to best meet Dealers’ business objectives
- Gained brand awareness through development of marketing activity, as well as key product placement
- Product presentation and training in large group settings
- Fully responsible for Channel P&L
National Account Manager
Human Touch
Long Beach
03.2012 - 09.2012
- Responsible for meeting and exceeding profitable sales and earnings objectives in US Retail Accounts
- Achieved annual revenue and margin goals, create and manage budgets (rebate programs, expense, co-op and promotions), manage pricing, and profitability.
- Developed implements and monitors effective sales and negotiation strategies to provide the national distribution accounts with the products and services they need to effectively serve their customers.
- Developed and Implemented re-sell agreements, distribution strategies and other sales opportunities
- Analyzed each business’ goal; Identified appropriate product assortment and key marketing initiatives
- Promoted products and business relationship through public relations
- Conducted analysis in order to manage performance levels of sales against market developments and corporate objectives
- Maximized work relationships with key wholesale and retail partners
- Searched for new business partners throughout the country that enhanced the brand and would build business
- Created Training and Developmental Programs for Accounts’ Sales Staff
Regional Manager, Special Events
Human Touch
05.2010 - 01.2012
- Responsible for coordinating and managing all special events on the U.S. East Coast.
- Recruited, hired & trained Sales Reps to successfully staff all East Coast events
- Identified and formulated plans to address obstacles and opportunities that arose in staffing and show details
- Measured Sales Personnel performance in regard to sales generated at shows worked versus returns
- Searched for new business partners throughout the country that enhanced the brand and would build business
- Developed relationships with valued partners including Whole Foods Market, Costco Wholesale, Sam's Club, US Navy, Army and Air Force, Fry's Electronics, PGA Tour Superstore and numerous others
- Identified appropriate Visual Presentation components, graphics and marketing material to effectively support special events
- Conducted regular reviews through a deep dive analysis identifying key opportunities to include action plans and suggested future action with regard to sales training, staffing, and scheduling
- Produced company’s first Sales Representative Training Manual
- Enhanced communication between corporate and field Sales Reps by creating and implementing Monthly Newsletter
- Educated and developed sales team with on-going training tools & training sessions
- Worked with Director to achieve annual revenue and expense targets
Director of Retail Stores & Operations
A.T. CROSS
Lincoln, Rhode Island
05.2008 - 03.2010
- Responsible for planning, developing, enhancing and driving operational processes, product planning & marketing initiatives for all US retail locations.
- Improved comparative store sales growth in 2008.
- Enhanced operational effectiveness through streamlined communication tools and creation of policy & procedure manual.
- Accountable for P&L management and results.
- Responsible for creating and coordinating merchandising and promotional calendar and their strategies.
- Designed and created all promotional material - brochures, flyers and e-blasts to support in-store promotions.
- Handled all functions of merchandising ~ plan-o-gram creation, product sourcing & ordering, allocation, forecast and markdown.
- Responsible for strategic planning and budgeting/forecasting processes, while managing expenses to budget and LY and leveraging company assets.
- Developed new selling and product information materials for retail to be shared across all Cross divisions.
- Led off-site training for Cross business partners.
- Led United Way campaign committee ~ responsible for raising over $40k in donations through fundraising events and sponsorship solicitation in 2009.
- Identified payroll expense inefficiencies, resulting in a savings of over $200,000.
- Executed store capital projects such as store openings/closings, remodels, new business/concept development, etc.
- Participated in Real Estate planning.
District Sales Manager, New England
THE SHARPER IMAGE
San Francisco, California
05.2003 - 05.2008
- Responsible for $26 million retail store operation, overseeing 11 specialty retail stores through the Northeast. Supervise 11 Store Managers, 1 Training Store Manager and 180 associates.
- Improved comparative district sales growth 4 out of 5 years.
- Received 'Gold Award' for exceeding sales plan by over 10% in 2004 & 2005.
- Member of 'Big Ideas' Committee, focusing on marketing and merchandising strategies that build the 'brand'.
- Member of Holiday HR/Training Task Force, responsible for planning and coordinating holiday training, payroll and HR guidelines for the field.
- Led task force of District Managers in restructuring of Store Visit Report and Loss Prevention Audit, improving overall operational consistency and efficiency in stores.
- Led task force of District Managers and Training Managers to develop Management Training Checklist for new entry-level managers.
- Created Succession Planning form for District Managers and Regional Vice Presidents which helped to identify and develop future leaders of the company.
- Trained and mentored 3 District Managers.
- Identified, trained and developed 1 Sales Manager to District Manager; and 1 Sales Manager to Training Manager.
- Identified the need for and created an Operational Roll-out Package for all in-store special sale events to aid in organizational efficiency.
- Invited to speak at Regional Vice President/District Managers Meeting regarding Mystery Shop Program & 'Best Practices' to succeed at Customer Service, helping the sales force to refocus their efforts on the basics of selling and world class customer service, resulting in a 10% improvement in the overall company Mystery Shop score for the year.
- Finished #1 in Mystery Shop score in company in 2007.
- Conducted coaching, counseling and motivational sessions with Sales Managers and their teams to improve overall sales performance; Improved 125% in Warranty Replacement Program Plans in 2004, with continued growth.
- Created Reporting Apparatus to monitor Key Statistical Results, which offered immediate Performance Feedback to stores.
- Opened 4 Sharper Image stores; responsible for all recruiting hiring & training, as well as set-up of all visual and operational functions.
District Manager, New England
NATURALIZER
St. Louis, Missouri
12.2000 - 07.2002
- Responsible for $15 million retail store operation, overseeing 12 specialty retail stores through New England. Supervised 12 Store Managers and 120 associates.
- Improved comparative District performance by 8% in 2001.
- Improved overall sales performance in UPT & ADS through development and implementation of productivity management program, which defined standards for management and customer service.
- Hired quality associates through on-going net-working and recruiting efforts.
- Lowered Shrink Performance from 2.8% of sales to less than .5% of sales in one year.
Retail Operations & Store Programs Manager
TALBOTS
Hingham, Massachusetts
12.1999 - 12.2000
- Responsible for communication between corporate office and field. Coordinated efforts of various departments in corporate office in order to successfully roll out sales, visual and operational events.
- Managed and implemented programs for stores that would improve organizational efficiency as well as financially benefit company.
- Planned, developed and organized programs to train and develop field personnel that cohesively couple with existing field operational tools.
- Initiated and tracked contests and sales programs that coordinated with merchandising efforts to drive sales.
- Planned and coordinated Store Manager, District Manager and Regional Manager Meetings.
- Planned Operational Roll-out Package for all in-store special sale events to aid in organizational efficiency.
- Analyzed training needs; prepared and updated related materials, such as training manuals, training library, multimedia visual aids.
- Developed monthly store sales meeting agendas.
- Researched, interviewed and hired maintenance vendors for store programs.
- Coordinated New Store Opening guidelines for Set-up team.
- Organized company wide carpet cleaning program; saving company $200k in expenses.
Education
Bachelor of Arts - Psychology
University of Central Florida
Orlando, FLSkills
- Analytical and critical thinking
- Training & Development
- Team management
- Organizational skills
- Fundraising
- Business management
- Financial management
- Business planning
- Contract management
- Government relations
- Negotiation
- Relationship building
Certification
Florida licensed Community Association Manager
Affiliations
Co-Director
Raynham Food Basket, Raynham, MA
Vice President, Board of Directors
Dec. 2018 to Present
Raynham Food Basket, Raynham, MA
Vice President, Board of Directors
Dec. 2018 to Present
Timeline
Regional Manager
EASTERN NATIONAL
04.2023 - Current
Consultant
LM CONSULTING
05.2022 - 07.2022
Regional Retail Manager
FINE FETTLE DISPENSARY
03.2021 - 02.2022
Manager, National Retail Operations
COLUMBIA CARE
01.2020 - 04.2020
District Sales Manager, New England
GODIVA CHOCOLATIER
10.2015 - 03.2018
Regional Retail Manager of Relax the Back, Franchise Division
HUMAN TOUCH
11.2014 - 10.2015
Manager of MASS Retail and Home Shopping, US & Can
Human Touch
01.2013 - 11.2014
National Account Manager
Human Touch
03.2012 - 09.2012
Regional Manager, Special Events
Human Touch
05.2010 - 01.2012
Director of Retail Stores & Operations
A.T. CROSS
05.2008 - 03.2010
District Sales Manager, New England
THE SHARPER IMAGE
05.2003 - 05.2008
District Manager, New England
NATURALIZER
12.2000 - 07.2002
Retail Operations & Store Programs Manager
TALBOTS
12.1999 - 12.2000
Bachelor of Arts - Psychology
University of Central Florida