Nikki Calhoun
Los Angeles,CA
Summary
Seasoned Digital and Operations professional with over 16 years of experience. Committed to providing high-level solutions that drive revenue, customer success, and provide outstanding operational efficiency. Strong history of mentoring and training others in company best practices.
Overview
14
14
years of professional experience
Work History
Retention + Shopify Web Manager (contract)
ASTR the Label
Los Angeles, CA
02.2025 - Current
- Own ongoing Shopify theme management, including weekly site updates, merchandising adjustments, and UX optimizations that support new arrivals, promotions, and conversion goals.
- Lead all Klaviyo retention efforts across campaigns and flows, from segmentation and targeting to testing, optimization, and performance analysis.
- Implement onsite enhancements (PLP/PDP modules, navigation refinements, promotional blocks) to maintain a cohesive brand experience and improve customer path-to-purchase.
- Improve email health and performance through code cleanup, deliverability best practices, Gmail annotations, and mobile-first design updates.
- Collaborate with the creative and e-commerce teams to ensure alignment between site experience, retention messaging, and monthly promotional strategy.
Fractional VP of eCommerce + Marketing
Tote & Carry
Los Angeles, California
01.2024 - 12.2025
- Led a team of marketing professionals to deliver high-quality digital initiatives for optimal results.
- Implemented A/B testing methodologies to optimize conversion rates on key website elements such as CTAs, images, and headlines.
- Developed creative presentations, trend reports, kitted assets, and product data sheets.
- Directed traffic growth strategies, SEO, content distribution, email marketing, and trackbacks.
- Analyzed web analytics data to identify trends, uncovering opportunities for growth and areas needing improvement.
Director of E-Commerce & Operations
12th Tribe
Los Angeles, CA
11.2022 - 06.2023
- Defined and executed optimization of lifecycle and CRM strategy for Email and SMS
- Implemented a refined Loyalty and RAF program in an effort to reduce CAC and boost direct channel traffic
- Managed marketplace channels including strategy, campaigns, site merchandising, CX. reporting and financial forecasting
- Managed and merchandised a complex and high SKU count with cross-functional team members including Buying, Planning, and Merchandising
- Directly managed 3rd Party web development agency and presented bi-weekly CRO analysis during sprint planning discussions.
Director of Customer Success
Bella + Canvas
Beverly Hills, CA
09.2021 - 08.2022
- Established and deployed strategic vision for BELLA+CANVAS Customer Service, Sales Operations, and Customer Success
- Built operational flows with the use of Salesforce and Microsoft Professional Tools to increase team efficiencies
- Leveraged data and automation to develop and deliver innovative self-service support strategies that empowered team members and EDI partners
- Developed team KPIs that measure performance and system adoption
- Established and built relationships with cross-functional partners to enable go-to-market strategies
Head of Customer Experience and Operations
11 Honore
Los Angeles, CA
02.2020 - 08.2020
- Managed 3PL partnership with a focus on SOP generation and workflow efficiency to reduce knowledge gaps.
- Created and implemented shared EDI system and workflow with 3PL partner for reverse logistics damaged inventory.
- Reconfigured cross-border and international shipping technology tool for improved duty and tax calculations for international shipments.
- Evaluated operational trends and customer pain points and implemented proactive strategy adjustments to maintain alignment between performance and objectives.
- Transitioned outsourced CX functions to in-house support for more personalized customer experience.
Sr. E-Commerce Operations Manager
Basic Space | The dFm
Culver City, CA
03.2019 - 02.2020
- Managed Associate Product Manager and defined priority levels and SLAs for technical enhancements and integrations.
- Partnered with Marketing and Content teams to develop, implement, and/or optimize effective online campaigns, digital marketing, and social media strategies that drive traffic, increase conversion, and expand sales both online and in-store.
- Supervised and worked to continuously improve customer-focused initiatives, including customer service, inventory management, order fulfillment, and distribution.
- Ensured online merchandising is supported by best in class features in the areas of navigation, internal search, product set-up, and activation.
- Managed 3rd party web development and SEO team to support with website build and on-page/off-page SEO initiatives.
Operations Manager
Basic Space | The dFm
Culver City, CA
08.2018 - 03.2019
- Supervised resource management and workflow of Production, Logistics, Inventory Management, and Customer Service.
- Built out data infrastructure for business performance and department SLA and KPI reporting.
- Implemented EDI PO document transfer system for vendor partners.
- Developed multiple workflow strategies to enhance operational efficiencies.
- Designed practical applications strategy and roadmap based on organizational priorities.
Global Customer Loyalty Supervisor
Farfetch
Los Angeles, CA
09.2015 - 08.2018
- Managed a total of 11 global team members focused on continuous improvement efforts across Delivery. Development, Brand, Customer Service, and Marketing
- Partnered with Product teams on technical roadmapping and project delivery.
- Managed global proactive service team that was responsible for reducing customer churn and enhancing customer success.
- Conceptualized and developed automated texted analysis for NPS and CSAT surveys in Tableau.
- Partnered with Marketing on NPS post-purchase survey build.
Specialist Sector Supervisor
HauteLook
Los Angeles, CA
01.2012 - 08.2015
- Managed a team of 32 agents in service sub-departments (Social Media,
Logistics, CEO Escalations). - Partnered with fulfillment center for return to sender reroute shipments with newly developed Return Specialist team.
- Cross-collaborated with multiple supporting departments on initiatives aimed at boosting customer engagement.
- Responsible for turning customer feedback into actionable insights for
operational improvement. - Assisted Director of Customer Experience and Logistics Manager in evaluating employee performance and cultivating improvement initiatives.
Education
Associate of Arts - Fashion Merchandising
FIDM/Fashion Institute of Design & Merchandising
Los Angeles, CAM.B.A - Marketing Management
The University of Texas at San Antonio
San Antonio, TXBachelor of Science - Business Administration and Management
Saint Louis University
St Louis, MO2009
Skills
- Marketplace Channel Management
- Business Process Re-engineering
- Sharepoint Workflow Building
- Asana
- Monday
- Jira
- ClickUp
- Process improvement
- Project management
- PowerBI
- Rebuy Setup & Management
- Web performance optimization
- E-commerce management
- Website maintenance
- Conversion rate optimization
- Data Visualization Building
- Logistics & Supply Chain Management
- Tableau
- CRM, BPM, ERP, and CMS Implementation
- NPS Loyalty Management
- Shopify Management
- DNS Management
- Google Analytics Analysis
- Salesforce CRM, OMS, Marketing Cloud
- Attentive Segementation, Flow & Campaign Management
- Klaviyo Segmentation, Flow, & Campaign Management
- Yotpo Setup & Management
Volunteer Work
- Tree People Member & Volunteer
- Gobble Gobble Give Volunteer
Projects
- RFM Strategy Analysis with internal Sales and Marketing teams to identify customers of high value for stronger segmentation
- Built QA measurement tool and tracking system in Sharepoint for agent quality review. – increased global review volume by 20%
- Designed agent performance scorecard and monthly review system – increased global agent CSAT and productivity by 32% in a fiscal year
- Designed RFM segmentation visual analysis in Tableau – assist proactive customer service team in identifying ‘customers of value’ for engagement targeting
- Transitioned small business order management system to 3PL warehouse
Consulting
Alphasights - January 2019 - Present
Consultant
- On-call to review multiple diverse organizational (domestic and international) problems to assess concerns with areas such as workflows, communication and cost controls
Basic Space | The dFm - December 2020 - Present
Interim Head of Operational Strategy
- Responsible for 3PL partner contract negotiations for inventory storage and order management transition.
- Responsible for preparing Q1 and Q2 Capital Expenditure and Operating budgets for 2021 fiscal year.
- Hire, train, and develop operational associate level employees and provide regular feedback and coaching in deficient areas.
- Develop department and individual SLAs and real time performance tracking systems.
- Implement process improvements based on identification of productivity or quality issues.
Timeline
Retention + Shopify Web Manager (contract)
ASTR the Label
02.2025 - Current
Fractional VP of eCommerce + Marketing
Tote & Carry
01.2024 - 12.2025
Director of E-Commerce & Operations
12th Tribe
11.2022 - 06.2023
Director of Customer Success
Bella + Canvas
09.2021 - 08.2022
Head of Customer Experience and Operations
11 Honore
02.2020 - 08.2020
Sr. E-Commerce Operations Manager
Basic Space | The dFm
03.2019 - 02.2020
Operations Manager
Basic Space | The dFm
08.2018 - 03.2019
Global Customer Loyalty Supervisor
Farfetch
09.2015 - 08.2018
Specialist Sector Supervisor
HauteLook
01.2012 - 08.2015
Associate of Arts - Fashion Merchandising
FIDM/Fashion Institute of Design & Merchandising
M.B.A - Marketing Management
The University of Texas at San Antonio
Bachelor of Science - Business Administration and Management
Saint Louis University