MICHAEL DELA CRUZ
Operations And Performance Manager
Waipahu,HI
Summary
Dynamic and well-rounded leader with 14+ years experience in Retail Luxury Management. Good business acumen with the ability to analyze trends, drive sales, improve financial performance, and maximize profitability. Polished professional skilled at training employees on exceptional customer service etiquette and sales techniques. Gifted in overseeing all facets of customer-facing and back-end operations.
Overview
14
14
years of professional experience
Work History
Operations and Performance Manager
Celine
Honolulu, HI
01.2020 - Current
- As the Acting Store Manager from January 2020 through July 2022, I managed to keep our team of 8 motivated and led our store team to achieve our store’s Commercial Target 5 out of 12 months in 2021 (despite a year of uncertainty), and achieved 4 out of 6 months of our Commercial Targets YTD.
- Set the tone and vision for our store by analyzing weekly business reports and market trends, and setting client expectations to drive potential growth across brand key performance indicators
- Developed our team to deliver exceptional customer service for all walk-in, remote, new and repeat clients which resulted in being ranked the #2 store for Mystery Shop scores in the US in 2021.
- Increase overall Clienteling performance by continuous coaching, utilize clienteling reports to understand successes and missed opportunities, and holding our Client Advisors accountable.
- Monitor inventory levels and business trends, and partnered with our Merchandising and Supply team to ensure our product selection and inventory levels meets our business needs
- Oversee all Front and Back of House Operations to ensure all processes are running smoothly in areas such as POS functions, Omni-channel, Visual Merchandising, Shipping/ Receiving, Cycle Counts, Inventory, Supply Ordering, Stockroom Management, Damages and Repairs, Alterations, Store Maintenance and Facilities, and IT
- Exceeded Shrink and Accuracy goal (0% Shrink) and was ranked #1 for best Shrink results this year and in 2021
- Work closely with store team to create, include and promote a healthy and positive work environment, and instill teamwork across all departments
- Oversee all HR related activities including but not limited to scheduling and payroll, continuous recruitment for top talent, onboarding, off-boarding, training, corrective actions and termination
Executive Team Leader
Target
Kapolei, HI
09.2019 - 12.2019
- Oversee Specialty Sales department which includes Men's and Women's RTW, Boys and Girls, infants, shoes and accessories
- Coach and develop a team of 25+ associates to support them with our department's sales goals and ensure all company standards and policies are adhered to
- Analyze business reports to identify areas of opportunity and include tasks in daily workloads
- Strategize workloads and delegate tasks to team members to ensure tasks are completed efficiently and in a timely manner
Store Manager
Barneys New York Warehouse
Waipahu, HI
11.2018 - 09.2019
- Coach, train and develop a team of 10 to meet and/or exceed all Sales and EBITDA goals of a $4.2M store, and to ensure all company standards and policies & procedures are adhered to
- Analyze reports to understand trends in our market to maximize potential profit growth
- Continuous partnership with corporate buyers in each department to ensure adequate inventory levels is met and to always have our best selling styles always available
Store Manager
HUGO BOSS
Honolulu, HI
07.2018 - 11.2018
- Coached, trained and developed a team of 8 to meet and/or exceed all Sales and EBITDA goals of a $2.2M store, and ensure all company standards and policies & procedures are adhered to
- Analyze business reports and market trends to understand trends in our market to maximize potential profit growth
- Partner with corporate buyers in each department to ensure adequate inventory levels is met and to always have our best selling styles always available
- Ensure that all Loss Prevention standards are being practiced on a daily basis to keep our Shrink below our target goal of 0.05%
- Recruited and filled 4 open positions within 2 months
- Created and hosted an in-store event for new season collection launch
Store Manager
Barneys New York Warehouse
Waipahu, HI
02.2016 - 07.2018
- Coach, train and develop a team of 10 to meet and/or exceed all Sales and EBITDA goals of a $4.2M store, and ensure all company standards and policies & procedures are adhered to
- In 2017, we became the #1 store (out of 10 locations) in Sales % over plan for all Warehouse Divisions
- Achieved all target goals in 2017 to include exceeding our EBITDA plan by +147.5%
- Doubled store’s overall email capture rate to have everyone achieve company’s Email Capture Rate goal of 60% or more
- Elected as the quarterly winner for Barneys Core Four Challenge
- Achieve and maintain Shrink % below our target goal of 1%
- Recognize top talent within our team and administered three promotions with two employees
- Ensure all store maintenance facilities are operating smoothly, up to company standards and compliant with state and federal laws
Operations Manager
Hermes of Paris
Honolulu, HI
08.2013 - 02.2016
- Managed all store operations of a high volume, $55M boutique to maximize profits by ensuring company standards are adhered to, using best practices and continuously strategizing new ideas to capitalize full efficiency
- Coached, trained, developed and motivated a team of 6 and assisted in overseeing a total staff of 30 in the absence of the Store Director
- Gathered proposals from different vendors to minimize expense costs for services and repairs
- Strategized and implemented systems to make sure the flow of merchandise is running proficiently and ensure storage space is being maximized to its full potential
- Achieved company Shrink goals of below 0.05%
- In charge of all onboarding and termination process for 3rd party Security Guards
- Partnered with management team in administering all HR related topics including but not limited to interviews, processing new hires, new hire training, staff training, conduct MTB, coaching and developing, and termination
Area Operations Manager
Salvatore Ferragamo, Hawaii Region
Honolulu, HI
01.2008 - 08.2013
- Started as a Stock Manager and was promoted to Operations Manager to become one of three managers to spearhead the position
- Managed day to day operations for 2 Ferragamo Hawaii Locations to ensure all company’s standards and Policies & Procedures are being met
- Liaison for store and corporate for all operational needs (IT/ Telephone, Security/ Fire/ Alarm, Loss Prevention, Construction Projects, HVAC, Lighting, Cleaners, Policies and Procedures)
- Direct manager for 1 Stock Manager and 1 PT Stock Associate while assisting in managing 14 sales associates
- Trained, coached, and developed all associates for back of house operations (POS functions, AS400, Stockroom setup, Inventory, Repairs, Damages and Defectives, Security, Loss Prevention and Policies & Procedures)
- Ensured that all Stockroom and Shipping & Receiving procedures were followed to keep Shrink to a bare minimum of less than 0.05% Shrink
Education
Leeward Community College
Pearl City, HISkills
Team leadership and coaching
Relationship building and management
Maximizing profitability
Staff training and development
Goals and performance
Analytical and Critical Thinking
Organization and Time Management
Strong multi-tasking
Timeline
Operations and Performance Manager
Celine
01.2020 - Current
Executive Team Leader
Target
09.2019 - 12.2019
Store Manager
Barneys New York Warehouse
11.2018 - 09.2019
Store Manager
HUGO BOSS
07.2018 - 11.2018
Store Manager
Barneys New York Warehouse
02.2016 - 07.2018
Operations Manager
Hermes of Paris
08.2013 - 02.2016
Area Operations Manager
Salvatore Ferragamo, Hawaii Region
01.2008 - 08.2013
Leeward Community College