Lusi Smith-Harnden
Woodbridge,VA
Summary
Versatile Executive Director focused on promoting mission and increasing effectiveness of key programs. Passionate about managing and overseeing implementation of company's daily operations. Quick and firm decision-maker possessing first-rate communication and organizational skills. Recognized for successfully collaborating with management to develop work plans, financials and strategies.
Overview
32
32
years of professional experience
Work History
Executive Director, East Field Sales
MAC Cosmetics
09.2013 - 06.2023
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Defined company roles and responsibilities to establish and enhance processes.
- Built and maintained strong company teams by hiring and training qualified staff to create positive and productive work environments.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Developed and implemented organizational strategies to achieve set goals and objectives and secured long-term success.
- Aligned department vision, goals, and objectives with company strategy to achieve consistently high results.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Represented organization at industry conferences and events.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Cultivated company-wide culture of innovation and collaboration.
- Oversaw business-wide changes to modernize procedures and organization.
- Created succession plans to provide continuity of operations during leadership transitions.
- Formulated and executed strategic initiatives to improve product offerings.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Maintained P&L and shouldered corporate fiscal responsibility.
Manager of Retail Operations
MAC Cosmetics
07.2007 - 09.2013
- Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.
- Planned, directed, coordinated and assigned manpower to efficiently meet daily production requirements and goals.
- Contributed to leadership team for implementing company policies and procedures.
- Determined layout of store merchandise for visual appeal to consumers.
- Directed training and performance monitoring for [Number] staff members.
- Supported human resources by responding to candidates and prescreening, interviewing and hiring team members.
- Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
- Exceeded revenue goals on consistent basis, resulting in commendation from management.
- Mitigated financial discrepancies and risks by coordinating monthly, quarterly and yearly bank audits.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Senior Retail Manager
MAC Cosmetics
02.2003 - 07.2007
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Trained and developed new employees for ease of transition into team.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Mentored team members to enhance professional development and accountability in workplace.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Trained team members in successful strategies to meet operational and sales targets.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Trained newly hired sales team in upselling techniques.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Propelled market share to surge ahead of competitors and earn #1 ranking in Department Stores.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
Store Manager
MAC Cosmetics
01.2001 - 02.2003
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Assistant Store Manager
MAC Cosmetics
02.1999 - 01.2001
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
Third Key Manager
MAC Cosmetics
06.1995 - 02.1999
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
- Counted registers and cleaned and secured shop at end of shift.
- Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
- Developed professional relationships to improve retention of key customers.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
MAC Retail Artist
MAC Cosmetics
09.1991 - 06.1995
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Answered phone calls and emails to schedule client appointments.
- Developed loyal following of clients by providing high-quality services.
- Maintained regular client list and successfully handled walk-in customers.
- Provided pre- and post-service consultations to accurately assess clients' needs.
Education
High School Diploma -
Woodbridge High School
Woodbridge, VA06.1987
Skills
- Business Administration
- Financial Management
- Policy and Procedure Adherence
- Team Bonding
- Microsoft Office
- Financial Statements
- Microsoft Outlook
- Training and Development
- Business Planning
- Profit and Loss Statements
- Team Leadership
- Judgment and Decision-Making
- Coaching and Counseling
- Microsoft Excel
- Performance Feedback
- Strategic Execution
- Leadership Development
- Negotiation
- Staffing
- Business Management Principles
Reading, cooking, traveling, love animals
Enjoy reading historical novels, cooking multi-cultural dishes, traveling to international and domestic places to learn about different cultures, and love animals.
Timeline
Executive Director, East Field Sales
MAC Cosmetics
09.2013 - 06.2023
Manager of Retail Operations
MAC Cosmetics
07.2007 - 09.2013
Senior Retail Manager
MAC Cosmetics
02.2003 - 07.2007
Store Manager
MAC Cosmetics
01.2001 - 02.2003
Assistant Store Manager
MAC Cosmetics
02.1999 - 01.2001
Third Key Manager
MAC Cosmetics
06.1995 - 02.1999
MAC Retail Artist
MAC Cosmetics
09.1991 - 06.1995
High School Diploma -
Woodbridge High School