Summary
Overview
Work History
Education
Skills
Software
Timeline
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Monica Michaels

Voice Of Customer
Saratoga Springs,NY

Summary

Accomplished, customer oriented retail industry professional with over 10 years of experience. Knowledgeable in website optimization, consumer journey analysis, digital merchandising, and relationship management. Collaborative communicator with a strong business acumen adapting to everchanging business needs. Proven record in driving insights into actions to drive best consumer experience and leverage new technology.

Overview

15
15
years of professional experience

Work History

Voice of Customer

Catalyst
03.2022 - Current
  • Onboarded to develop a Voice of Customer program for 5 brands (Aeropostale, Lucky Brand, Nautica, Brooks Brothers, and Forever21).
  • Analyze and interpret customer feedback data to identify trends, issues, and opportunities, influencing strategic decisions across marketing, product development, and customer service teams.
  • Collaborate with cross-functional teams to improve overall website user experience, leading to a 10% increase in NPS (Net Promoter Score) over 12 months.
  • Connecting qualitative feedback to quantitative data to identify business impact and prioritize.
  • Develop and maintain customer satisfaction metrics (NPS, CSAT, CES), survey design and implementation, produce actionable reporting for senior leadership.

Digital Experience Optimization Manager

Reebok
04.2021 - 03.2022
  • Lead User Generated Content strategy- increased coverage 62% in 6 months.
  • Identify opportunities to improve conversion with A/B testing - contributed to 14 tests in 6 months, 8 driving significantly positive results on commercial KPIs.
  • Partner with Category Managers to align on campaign planning and consumer journey mapping.
  • Analyze site content and page performance, providing key learnings to cross-functional teams to build go-forward strategies.


Account Executive

French Connection
04.2019 - 10.2020
  • Oversaw Omni-channel accounts for Lord and Taylor, Saks off Fifth (US/CAN), Belk, Von Maur, and Hudson's Bay that account for over $5 million in annual revenue.
  • Performed data driven historical and market trend analysis to lead buying decisions.
  • Managed monthly P&L to ensure business is in line to season plan.
  • Tailored product development initiatives to the specific needs of target accounts.
  • Developed meaningful relationships that drive both customer satisfaction and revenue growth.

Digital Merchandiser

Saks Fifth Avenue
01.2018 - 04.2019
  • Oversaw women’s e-commerce site owning category and brand merchandising (+30% increase in more number of products set up daily and 100% in accuracy of attributes added to assortments).
  • Partnered with buying team and category manager to optimize marketing launches.
  • Supervised vendor standards including photography styling, copy, and find-ability.
  • Drove quarterly SEO refinement customization.

Digital Merchandise & Inventory Associate

Gap
02.2016 - 12.2017
  • Owned Gap brand Canada women’s and maternity e-commerce by optimizing site experience and increasing customer engagement (Management of 3,000 SKU’s, $24.7M in annual sales for 2016 with significant top line growth, +26% to LY).
  • Partnered with buying and marketing teams to implement business strategies including pricing, pre-season/in season.
  • Worked closely with sample coordinator and photo studio to ensure products were ready for merchandising and marketing launches (email, homepage, category pages).
  • Performed monthly actualizing, forecasting, and reconciliation of receipts to drive inventory accuracy for open-to-buy.

Assistant Manager

Burberry
11.2014 - 02.2016
  • Oversaw a team of 15 associates; managed location logistics, administration and strategy (Reduced employee turnover 50% by recruiting top talent and inspiring employee's to stay engaged in brand).
  • Increased team productivity and revenue metrics with monthly reviews, utilizing key performance indicators to develop action plans (Increased sales volume by 10% over budget and 14% over LY).
  • Generated and recapped weekly performance reports for corporate partners outlining hindsight analysis hits and misses.
  • Merchandised store for monthly floor sets according to brand initiatives while re-aligning based on demographic store needs.

Customer Experience Manager

Burberry
08.2010 - 11.2014
  • Managed CRM deployment, nurtured client relationships by elevating the service standard and coached associates on best practices to track lifestyle traits and build loyalty.
  • Consistently achieved over 90% scores on monthly shopping experience evaluations.
  • Piloted and rolled out collect in store 2 day shipping creating a seamless experience while increasing UPT.

Education

Fashion Institute of Design And Merchandising

Skills

Jira/Asana

Salesforce Commerce Cloud

Google Analytics

NuOrder

Survey Monkey

Quantum Metric

Gladly

Optimizely

Software

Customer Advocate

Collaboration Leader

Strategic Thinker

Results Driven

E-commerce Experience Enthusiast

Timeline

Voice of Customer

Catalyst
03.2022 - Current

Digital Experience Optimization Manager

Reebok
04.2021 - 03.2022

Account Executive

French Connection
04.2019 - 10.2020

Digital Merchandiser

Saks Fifth Avenue
01.2018 - 04.2019

Digital Merchandise & Inventory Associate

Gap
02.2016 - 12.2017

Assistant Manager

Burberry
11.2014 - 02.2016

Customer Experience Manager

Burberry
08.2010 - 11.2014

Fashion Institute of Design And Merchandising

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Monica MichaelsVoice Of Customer