Nikki Dillard
Kannapolis,NC
Summary
Forward-thinking and strategic Area Director with 12+ years of experience leading resilient leadership teams and delivering exceptional operational results in retail and healthcare leading teams of 100+ to deliver $100M+ in revenue and double-digit sales growth. Skilled in fostering customer-focused environments, aligning teams to achieve financial goals, and driving consistent execution across districts. Strong communicator with ability in business acumen, staffing, coaching, and accountability.
Overview
21
21
years of professional experience
Work History
Area Director
HearingLife
Kannapolis, USA
03.2021 - Current
- Influenced the success of others by proactively mentoring leaders, piloting programs, and enhancing the executive leadership's perspective on field operations and standard operating procedures (SOP)
- Surpassed all business priorities and KPIs while maximizing capital improvements, resulting in double-digit sales contributions and a 16% reduction in cost capacity
- Developed and executed new policies for clinic and retail operations through change management and sales training, leading virtually and in person during group meetings, one-on-one sessions, and theater settings
- Enhanced clinic and retail performance through improved communication and training programs, embedding the company vision with clear and concise messaging, which resulted in a 15% Pulse score and a 20% NPS
- Led successful rollouts of new medical hearing devices while training clinic and retail teams on innovative technology products
- Identified outlier performance and areas for improvement within the region, leading district managers and area directors to enhance KPI performance in their outlier clinics
- Conducted daily audits of schedules and metrics to maximize time management and revenue growth strategies
- Filled staffing needs by participating in regional recruiting efforts, attending recruiting events, and training District Managers on interviewing, onboarding, and promoting team members for succession planning and to attract higher caliber talent
- Spearheaded the launch and expansion of new clinic locations, ensuring seamless operations and successful entry into the market
- Fostered cross-functional collaboration with other departments to ensure alignment with company objectives
National Sales and Operations Manager
Mattress Firm Inc.
Charlotte, USA
06.2017 - 12.2021
- Led and developed a team of one hundred sales associates, representing the top 3% of the brand across the U.S., generating over one hundred million dollars in revenue.
- Analyzed and forecasted trends quarterly with senior team members to establish sales goals and monitor performance.
- Coordinated with vendors on training initiatives and market objectives to enhance the development of team members.
- Developed and promoted numerous team members into leadership roles through training, mentorship, and stretch assignments, resulting in effective succession plans for various positions within the organization.
- Produced top margins and highest-ranking Key Performance Indicators such as home delivery rate, accessory attachment, adjustable base sales, ASP, and opened credit cards resulting in an increase of topline dollars and P&L profit
- Managed sales and event planning, including mega events and team travel, successfully reducing costs while increasing sales contributions
- Developed talent by assessing District Managers to identify growth opportunities, thereby enhancing overall district performance
- Collaborated with the Senior Vice President to implement new policies and change management strategies, significantly improving guest experience and increasing average ticket rate
Director of Sales and Operations
Profashion Hair
Charlotte, USA
01.2012 - 06.2017
- Spearheaded the wholesale division by establishing new operational strategies that ensured the profitability of corporate offices and warehouses, achieving double-digit sales contributions year over year
- Coordinated trade shows for five sales teams and managed the planning of national shows
- Maintained profitable relationships with existing customers while growing new accounts and developing a customer service team
- Recruited, hired, and trained new employees at regional and national levels, leading a team of over 100 members
- Achieved double-digit same-store growth and increased sales contributions while successfully reducing overhead costs
- Led strategic business operations, developed merchandising strategies, and executed personnel movements for succession planning, facilitating new location builds and remodels
District Manager
Sunglass Hut
Charlotte, USA
03.2008 - 01.2015
- Recruited, trained, and developed team members, achieving the top ranking in the region
- Drove business growth by capitalizing on trending opportunities within the district and region
- Conducted comprehensive operational and payroll audits
- Delivered consistent coaching and feedback, emphasizing key metrics while increasing credit card applications at each location
- Successfully led districts to achieve financial goals, meeting targets for sales plans, comparable metrics, KPIs, payroll, and shrink reduction
Assistant Store Manager
Cato Fashion
Hickory, USA
02.2004 - 02.2008
- Ensured that sales and margin goals are met
- Collaborated with the General Manager to develop operating budgets and monitor performance
- Established individual sales goals for associates and supervised sales staff to maximize sales and profit performance
- Maintained a welcoming environment that generates customer traffic and builds loyalty by exceeding customer's expectations
- Coached and mentored staff to implement initiatives that support exceptional customer service standards
- Leveraged omni-channel to deliver frictionless customer experience
- Ensured all compliance standards are met
- Responsible for sales and profit performance in assigned store or department
Education
Caldwell Community College and Technical Institute
Harvard Business Online
High School -
South Caldwell High School
Skills
- Multi-Unit Leadership
- Operational Excellence
- Cross-Functional Collaboration
- Conflict Resolution and Negotiation
- Talent Acquisition and Development
- Team Collaboration and Mentorship
- Strategic Planning and Forward-Thinking
- Change Management and Policy Development
- Sales Training and Coaching
- Team Development
- Sales Growth
- Financial Performance Management
- Retail and Wholesale Operations
- Policy Compliance Management
- Operational Execution and Optimization
- Customer Experience Enhancement and Retention
- Marketing and event planning
- Product Launch and Rollout Management
Awards
- Rookie of the Year, HearingLife, 2021
- District Manager of The Year, HearingLife, 2023
- Co-Chair, Women's Leadership and Development Network, Hearinglife, 2023 - Current
- Heart of Hearinglife award winner, 2024
Timeline
Area Director
HearingLife
03.2021 - Current
National Sales and Operations Manager
Mattress Firm Inc.
06.2017 - 12.2021
Director of Sales and Operations
Profashion Hair
01.2012 - 06.2017
District Manager
Sunglass Hut
03.2008 - 01.2015
Assistant Store Manager
Cato Fashion
02.2004 - 02.2008
Caldwell Community College and Technical Institute
Harvard Business Online
High School -
South Caldwell High School
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