Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mislay Christians

Bronx,NY

Summary

Goal-oriented manager with distinguished experience in DTC industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.

Overview

9
9
years of professional experience

Work History

E-COMMERCE Director

XCEL BRANDS
10.2022 - 07.2023
  • Led the architectural design and digital strategy for two DTC branded e-commerce sites in the fine jewelry and home space, focusing on optimizing the user experience and driving a 10% boost in conversion rates
  • Collaborated with digital agencies to analyze customer acquisition funnel, resulting in a 10% increase in conversion rates and a $500k reduction in customer acquisition costs
  • Developed data-driven content strategy in collaboration with marketing team, resulting in a 10% increase in customer acquisition through targeted media channels, including iterative content optimization and cross-team collaboration to maximize digital marketing ROI
  • Analyzed customer data and identified key revenue drivers, leading to the implementation of personalized email marketing campaigns that increased average order value by 15% and customer retention by 20%
  • Developed dashboards utilizing Google Sheets to effectively communicate e-commerce performance and data analytics, resulting in a 10% increase in conversion rate and a 10% decrease in cart abandonment rate
  • Developed and optimized technology and digital media budgets across multiple brands, resulting in a 10% increase in conversions and a 10% boost in ROI by reallocating funds to high-performing channels and campaigns.

E-COMMERCE Operations Sr. Manager

MARIA TASH
02.2020 - 11.2022
  • Administered/Managed all E-Commerce Operations for current brand websites
  • Corresponded with all E-Commerce Related Channels such as Warehouse Operations, Marketing, Creative and Backend Development Team
  • Forecasted inventory, reduced previous overstock quantities by 15%
  • Spearheaded the sequencing and optimization of the company's website, leveraging inventory, web sales, and retail sales data to drive strategic changes; consistently updated site based on inventory, newness, and sales trends, resulting in a 15% increase in conversion rates and a 10% growth in revenue
  • Implemented data-driven customer service strategies, resulting in a 10% decrease in customer support issues and a 15% increase in overall customer satisfaction scores
  • Directed the strategic planning and execution of the site road map, driving successful enhancements, changes, and updates that resulted in a 20% reduction in page load time, a 15% increase in organic traffic, and a $1.5M boost in annual revenue
  • Implemented a robust on-site merchandising process, ensuring accurate and timely product setup, site updates, and content uploads; reduced QA inventory errors by 20% and improved overall customer satisfaction by 15%
  • Aligned featured products with marketing direction and inventory through close collaboration with Planning, Marketing, and Creative teams, resulting in a 10% reduction in product return rate and a 15% growth in customer satisfaction
  • Analyzed customer feedback and leveraged CMS capabilities to continuously optimize landing pages, product pages, and consumer surveys; achieved a 15% improvement in user engagement and a 25% increase in survey completion rates
  • Orchestrated cross-functional partnerships with Planning, Marketing, and Creative teams to ensure seamless integration of featured products and marketing campaigns, leading to a 20% uplift in revenue and a 15% increase in customer engagement
  • Orchestrated a comprehensive analysis of P&L, Ecommerce Revenue, and market trends; developed and executed strategies that propelled revenue growth and surpassed fiscal budgetary goals
  • Implemented a highly impactful marketing strategy, synchronizing it with the launch of a new Brand.com website for a revolutionary platform; generated a 10% surge in online sales and a 15% improvement in customer retention.

Digital E-Commerce Operations & Customer Experience Manager

MALIN+GOETZ
01.2019 - 12.2019
  • Established/Managed all E-Commerce Operations for current brand websites
  • Collaborated with all E-Commerce Related Channels such as Warehouse Operations, Marketing, Creative and Backend Development Team
  • Resolved issues, solved problems, and ensured quality control with the warehouse team
  • Forecasted inventory for Holiday 2019 and reduced excess inventory by 10% over Black Friday weekend
  • Optimized website sequencing and implemented inventory-based changes, resulting in a 15% increase in web sales and a 20% boost in retail sales; consistently updated site based on inventory, newness, and sales trends to drive conversion rates and revenue growth
  • Led a team in conducting customer journey mapping exercises, uncovering key pain points, and implementing improvements that reduced customer churn by 10% and increased customer lifetime value by 15%
  • Spearheaded the planning and seamless execution of the site road map, driving impactful enhancements, changes, and updates that optimized user experience, resulting in a 20% reduction in bounce rate and a 15% increase in average session duration
  • Developed and implemented a streamlined on-site merchandising process, ensuring accurate and timely launches, site updates, and QA inventory; achieved a 20% reduction in content upload errors and increased conversion rate by 15%
  • Fostered strong partnerships with Planning, Marketing, and Creative teams to ensure consistent alignment of featured products with marketing direction and inventory, driving a 10% increase in cross-selling and upselling opportunities
  • Streamlined campaign execution process by implementing standardized templates and collaborating cross-functionally with design and development teams; reduced time spent on building out campaigns in CMS by 10%.

E-Commerce - Digital Operations

AMOREPACIFIC US
05.2017 - 01.2019
  • Managed all E-Commerce Operations for all current brand websites
  • Collaboration with all E-Commerce Related Channels such as Engineering, Supply Chain, Customer Service, and IT
  • Reported and researched payment gateway logistics/security to reduce chargebacks and eliminate poor fraud control practices
  • Monitored warehouse digital operational KPIs such as lead times, fulfillment rate, shipping time, etc
  • To track progress towards operational goals for direct E-Commerce business and work on initiatives to improve KPIs
  • Forecasted inventory for each digital channel
  • Led the strategic sequencing and optimization of the company's website, leveraging inventory, web sales, and retail sales insights to drive impactful changes; consistently updated site based on inventory availability, product newness, and sales trends, resulting in a 25% improvement in conversion rates and a 15% increase in revenue
  • Spearheaded initiatives to analyze consumer pain points, leading to the development of targeted solutions that improved the consumer experience and increased customer retention by 20%
  • Owns E-commerce Marketing Calendar with insights to site exposures, relevant dates, and promotions
  • Partnered with cross-functional team to align on the digital promotional calendar and strategic messaging for emails, affiliates, and other marketing efforts
  • Orchestrated the strategic planning and flawless execution of the site road map, leading to successful enhancements, changes, and updates that resulted in a 25% increase in conversion rate and $500k in additional revenue annually
  • Led the creation and management of an efficient on-site merchandising process, overseeing accurate and timely product setup, including images, copy, swatches, pricing, reviews, and offers; improved time-to-market by 10% and reduced content upload turnaround time by 15%
  • Collaborated with Planning, Marketing, and Creative teams to align featured products with strategic marketing direction, resulting in a 15% increase in average order value and a 10% boost in conversion rate
  • Collaborated with marketing and sales teams to align campaign objectives and ensure seamless integration of promotional assets into CMS; successfully launched 10+ campaigns, driving a 20% increase in lead generation for email and social
  • Optimized workflow strategies with digital team, to ensure proper processes are implemented and/or refined
  • Led the launch of a new Brand.com website, integrating it with a results-driven marketing strategy for an innovative platform, which drove a 35% increase in conversion rates and a 20% rise in customer loyalty.

E-Commerce & Customer Care Associate

PIXIE MARKET
08.2015 - 02.2017
  • Responded to all customer queries via email and phone calls
  • Communicated with warehouse on all shipping and stock issues
  • Processed all E-Commerce returns and exchanges
  • Managed all E-Commerce Platform & Apps (I.E
  • Shopspring)
  • Updated E-Commerce Website
  • Assisted the Buyer in RA's and Reorders
  • Communicated with vendors and management in maintaining reorders and new orders
  • Liaised with shipping team to ensure merchandise received is correct
  • Created email blast using constant contact & mail chimp to notify customers of back-in-stock items, sales, etc
  • Arrange shipment pickups for international vendor orders.

E-Commerce Operations Manager

VIANEL NEW YORK
11.2014 - 06.2015
  • Managed and tracked inventory
  • Scheduled invoice payments
  • Managed customer, production, and general shipments
  • Website management
  • Uploaded new content and products
  • Oversaw web updates and platforms
  • Coordinated updates with web developer and graphic designer
  • Managed all orders
  • Coordinated photo shoots for new products
  • Customer service
  • Managed branding collateral
  • Managed Office Budget
  • Book-keeping.

Education

Bachelor of Science - Economics with a business specialty in International Business -

C.U.N.Y. College of Staten Island
Staten Island, NY
05.2012

Skills

  • Email Marketing
  • Cross-Functional Collaboration
  • Sales Forecasting
  • Website Optimization
  • E-commerce Analytics
  • User Experience Design
  • Product Merchandising
  • Conversion Rate Optimization
  • Digital Marketing
  • Budget Management
  • Team Leadership
  • Vendor Negotiation

Timeline

E-COMMERCE Director

XCEL BRANDS
10.2022 - 07.2023

E-COMMERCE Operations Sr. Manager

MARIA TASH
02.2020 - 11.2022

Digital E-Commerce Operations & Customer Experience Manager

MALIN+GOETZ
01.2019 - 12.2019

E-Commerce - Digital Operations

AMOREPACIFIC US
05.2017 - 01.2019

E-Commerce & Customer Care Associate

PIXIE MARKET
08.2015 - 02.2017

E-Commerce Operations Manager

VIANEL NEW YORK
11.2014 - 06.2015

Bachelor of Science - Economics with a business specialty in International Business -

C.U.N.Y. College of Staten Island

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Mislay Christians