Summary
Overview
Work History
Education
Timeline
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Nikki Vo

New York

Summary

Results-driven E-commerce, Sales, Marketing, and Digital CRM Manager with over 10 years of experience in customer engagement, digital marketing, and direct-to-consumer strategies. Proven success in driving revenue growth, optimizing client retention, and enhancing operational efficiency for luxury brands including Gucci, Prada, Ferragamo, and Chloé by amplifying desirability and client-centric excellence with AI-enhanced sales strategies.

Overview

12
12
years of professional experience
3
3
years of post-secondary education

Work History

Assistant Manager, Gucci.com North America, Client Services

Gucci
05.2019 - 06.2024
  • Managed client services and implemented CRM strategies to improve customer engagement, boost loyalty and retention, and enhance e-commerce performance
  • Focused on elevating overall selling confidence through consistent Client Advisor performance coaching, regular use and reporting using the TFA app adoption, use of AI tools for elevation, and enriched the team's product knowledge based on key categories of leather goods (Handbags and Shoes), RTW, and Luggage
  • Collaborated cross-functionally with marketing and logistics teams to deliver clear communication on strategic pathways to increase module understanding in day to day business to support +10% conversion goal and +10% AUR growth
  • Maximized quality assurance expectations to meet and exceed ACE/RED score of 80% + NPS 85% to drive conversion results and improve quality of client interactions resulting in overall department achievement of quarterly forecasts in sales
  • Actively promoted exemplary case management, supporting the 100% client capture data rate to effectively create roadmaps for Clienteling outreaches
  • Followed business strategies and actions to implement with the team to impact client retention with focus on at least a 15% capture rate on LY's Explorers in addition to higher segmentation clients
  • Ensured continuity and impact of reporting tools to build performance and accountability for strategy, areas of opportunity, and KPI growth

Senior Digital Operations Coordinator, Gucci.com

Gucci
03.2018 - 05.2019
  • Drove revenue growth from $83M (2016-17) to $92M (2017-18), achieving a 10.9% YoY increase
  • Reduced return rates by 13% and improved backorder fulfillment by 137%, enhancing client retention
  • Contributed to Gucci.com being recognized as the #1 most digitally innovative luxury brand site (Digital Fashion Index IQ, 2016-2018)

Digital Operations Coordinator, Gucci.com

Gucci
07.2015 - 03.2018
  • Managed digital operations, inventory tracking, and online order fulfillment
  • Introduced process improvements that increased efficiency and reduced order processing time

Assistant Operations Manager

Odity
01.2014 - 07.2015
  • Managed a 20-member team across e-commerce campaigns, CRM, and operations for luxury brands such as Prada, Ferragamo, and Chloé
  • Developed streamlined workflows for order fulfillment and client management, improving operational efficiency
  • Optimized email marketing strategies, increasing customer engagement and conversion rates

Public Relations Assistant

Dana-Maxx
09.2012 - 04.2013
  • Assisted with media outreach, press releases, and event coordination
  • Maintained and updated media contact databases
  • Conducted research on industry trends, competitors, and media outlets to identify opportunities for media coverage
  • Monitored and responded to inquiries and requests from media and other stakeholders in a timely and professional manner

Education

Bachelor of Business Administration (B.B.A.) - Advertising and Marketing Communications

Fashion Institute of Technology
New York, NY
08.2010 - 05.2013

Timeline

Assistant Manager, Gucci.com North America, Client Services

Gucci
05.2019 - 06.2024

Senior Digital Operations Coordinator, Gucci.com

Gucci
03.2018 - 05.2019

Digital Operations Coordinator, Gucci.com

Gucci
07.2015 - 03.2018

Assistant Operations Manager

Odity
01.2014 - 07.2015

Public Relations Assistant

Dana-Maxx
09.2012 - 04.2013

Bachelor of Business Administration (B.B.A.) - Advertising and Marketing Communications

Fashion Institute of Technology
08.2010 - 05.2013

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Nikki Vo