Michelle Emery

Guided the transformation of workplace culture for 90,000+ colleagues and modernized representation that more closely reflected the customer base. Developed and implemented inclusive workplace strategies, engaged and developed leaders committed to DE&I. Provided consultation and regularly met with C-Suite leadership to improve accountability, and integrate diversity, equity, and inclusion goals and strategies into business and planning processes.

• Developed & implemented enterprise-wide diversity, equity, and inclusion signature programs and education leveraging macro-trends, research, analysis, and benchmarks for improved colleague engagement across the workforce.
• Curated award-winning diversity, equality, and inclusion simulation-based training to benchmark and measure critical DE&I skills with 88% of colleagues reporting enhanced skills and improved day-to-day interactions.
• Directed and coached a team of 113 DE&I champions nationwide focused on adopting best practices, providing insights, and empowering colleagues at the frontline to execute inclusion and belonging initiatives.
• Initiated refresh of 18 Central and 500+ Store ERG chapters focused on career, culture, commerce, and community that elevated retention rates and provided a resource for leadership and decision-makers regarding needs and policies.

Spearheaded efforts for a welcoming shopping experience by implementing policies and procedures aimed at fostering equity. Collaborated with store leaders and internal departments to resolve escalated customer concerns and prepare detailed correspondence

• Initiated Macy’s 1st comprehensive customer and colleagues Bias in the Shopping Experience study to better understand the impact of bias in the shopping and workplace experience and to uncover solutions to unfair treatment of underrepresented groups
• Created enterprise-wide educational videos that addressed unconscious bias, gender inclusivity, and cultural understanding to foster inclusive customer experiences and peer communication
• Developed KPIs to improve the Customer Bill of Rights system and elevated awareness and competencies of the Customer Bill of Rights across the store organization.

Researched and identified opportunities within local markets and worked to develop/implement long-range plans that drive business objectives. Coached and developed 16 Store Managers, and leadership talent ensuring they received the necessary tools and knowledge to enhance their performance

• Ranked #10 division in the organization in overall scorecard performance
• Achieved the #1 division rank in profitability in the North Central Region and drove store sales growth of a $300M Division
• Exceeded customer service net promoter score (NPS) target by understanding clients’ unique needs and a personalized approach to addressing their concerns.

Led a team of 8 Store Managers to maximize sales performance, improve customer experience, and increase loyalty through credit activation resulting in an improvement to sales plan in all stores. Developed strategies for team effectiveness and implemented succession plans for underrepresented colleagues to store leadership

• Successfully implemented a training program for store leadership, resulting in a 5% increase in customer satisfaction scores within 6 months
• Set expectations for enhanced client relationships by conducting regular check-ins and providing personalized solutions, resulting in a 9% increase in client retention rates.

Communicated with CEOs of top retail companies to analyze market trends, customer preferences, and sales data to optimize product positioning and improve sales. Maintained growth of Children’s sportswear category by optimizing product assortments and an improved inventory management system

• Devised innovative plans to promote essential products, and announced new product releases and limited editions, bringing in more than $600M in revenue. Supervised 6 District Merchants who led 85 colleagues to elevate merchandising execution, and drive profitability while enhancing customer experience
• Maximized the effectiveness and coached District Merchants to utilize communication abilities and data to influence merchandise placement decisions leading to the top performance of Men’s Action Sports in the enterprise.

• Supported long-term business strategies by utilizing customer relations feedback for process improvements. Effectively formulated strategies, tactics, and actions to improve sales performance in various volume-sized locations ($23M - $86M) over 15 years
• Entrusted and promoted to spearhead the successful launch of a new store location - Rancho Cucamonga - ensuring seamless operations, fostering a high-performing team, and delivering exceptional customer service
• Recognized as Store of the Year in 2003 Moreno Valley & 2004 Rancho Cucamonga
• Selected as a representative for the Southwest region for a national council tasked with devising enterprise-wide sales, customer services, and engagement strategies for stores.