Rosa Lay
Cranston
Summary
Results-driven luxury retail professional with over 8 years of experience in sales, client development, and team performance within luxury and beauty sectors. Expertise in managing high-volume operations, cultivating VIP clientele, and enhancing client experiences. Strong background in leadership roles with global luxury brands, specializing in fashion, styling, and visual presentation.
Overview
8
8
years of professional experience
Work History
Sale & Service Lead
"Burberry"
Boston
2024.12 - 2026.03
- Led daily selling activities and elevated client experience within a luxury retail environment.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Built and maintained relationships with Elite clients and repeat clients through personalized service and outreach.
- Trained team members on brand storytelling, craftsmanship, and luxury client journey expectations.
Team Manager Fashion Luxury
"LVMH-Duty Free Shop"
Los Angeles
2023.01 - 2025.12
- Direct leadership and management of all the high fashion luxury brands at TBIT LAX "Tom Bradley International Terminals, Los Angeles, high volume store, number 2 store global with 40M 2024.
- Achieved all sales targets for 2023 through strategic planning and team collaboration.
- Assisted PSM in driving sales and increasing team productivity while partnering with Platinum Service team to enhance customer experience.
- Ensured team had clear goals focused on customer experience and productivity targets.
- Maintain floor presentation to meet or exceed brand and DFS requirements.
- Provided feedback to PSM that supported development and execution of merchandise strategy, including promotions and seasonal buys.
- (Hermès, Gucci, Bvlgari, Burberry, Moncler, Watches)
Sale Supervisor
"MCM Group"
Los Angeles
2022.02 - 2023.01
- Achieve or exceed sales targets including both the top and bottom-line results for the respective location.
- Trained new sales staff on product knowledge and customer service techniques to enhance customer engagement and satisfaction.
- Trained sales associates on standard operating procedures to enhance understanding of SOPs and their impact on business performance.
- Reviewed retail profit and loss statement to identify profitability opportunities and coached associates on improving store and individual performance.
- Resolve customer issue trends by investigating problems, developing solutions, preparing reports, and coaching staff on managing similar challenges.
Sale & Service Coordinator
"Sephora"
Boston
2018.05 - 2022.02
- Supported sales and service operations, trained beauty advisors, contributed to achieving store goals, and shared strategies to enhance KPIs.
- Contributed to store sales goals, fostered a results-oriented environment, and communicated Sephora's policies and standards to the team.
- Assisted in inventory control and implemented programs to minimize loss.
Education
BFA - Fashion Design
Massachusetts College of Art and Design
Boston2022-05
Skills
- Luxury retail management
- Luxury Operations
- Luxury Clientele
- Sales strategy
- Sales forecasting
- Sales training
- Retail Analytics
- Market Research
- Visual merchandising
- Client relationship management
- Customer service excellence
- Product knowledge
Awards
- Burberry's winner "Trench Coat Challenge Winner" Competition, 2025
- Finalist for CFDA "Council of Fashion Designer of America" Competition, 2020
- Stuart Weitzman's winner "Brand Award group winning Footwear" Competition, 2020
Personal Information
Title: Fashion Designer/Fashion Luxury Manager
Timeline
Sale & Service Lead
"Burberry"
2024.12 - 2026.03
Team Manager Fashion Luxury
"LVMH-Duty Free Shop"
2023.01 - 2025.12
Sale Supervisor
"MCM Group"
2022.02 - 2023.01
Sale & Service Coordinator
"Sephora"
2018.05 - 2022.02
BFA - Fashion Design
Massachusetts College of Art and Design