Scarlett Santiago
Fairview,USA
Summary
Retail training and operations professional with 7+ years of experience
supporting luxury and premium retail organizations across the Americas.
Proven success designing and facilitating field-based and virtual training
programs that strengthen client experience, selling behaviors, onboarding,
and operational excellence. Skilled in partnering with senior leadership.
market directors, and store leadership teams to assess business needs.
develop targeted training strategies, and evaluate impact through KPI
analysis, store visit recaps, and field feedback. Recognized for strong
facilitation, executive presence, cross-functional collaboration, and the
ability to translate commercial priorities into scalable learning solutions that
drive behavioral change and business performance.
Overview
8
8
years of professional experience
Work History
Retail Training, North East
On Running
New York, NY
12.2024 - Current
- Partner with the Retail Training Director, market leaders, and store leadership teams to assess business needs and implement regional training strategies aligned with commercial priorities, client experience standards, and the global training calendar.
- Facilitate in-person and virtual training programs for store managers, client advisors, and new hires across the North East region, including onboarding, selling ceremonies, product storytelling, and client experience development.
- Deliver on-the-floor coaching through store observations, partnership moments, and targeted feedback to strengthen selling behaviors, education retention, and service consistency.
- Tracked training effectiveness via store feedback, adoption metrics, business recaps, and performance indicators to identify opportunities for behavioral change and inform future learning initiatives.
- Established and maintained training points of contact across stores to enhance training execution, streamline communication flow, and facilitate field feedback.
- Developed and evolved regional training content, presentations, facilitator guides, job aids, and learning resources to align with changing business priorities.
- Provide content briefings and regional reporting to leadership to communicate training impact, opportunity areas, and action plans.
- Partner with headquarters and regional stakeholders to ensure consistency of training execution, brand messaging, and learning priorities across markets.
Retail Operations & Communication Specialist
Balenciaga
New York, NY
12.2021 - 12.2024
- Acted as primary communications lead for Americas boutiques, driving clear and consistent execution of retail initiatives, training plans, and operational updates across the region.
- Delivered virtual and in-store training for new store openings, management transitions, new hires, and operational tool adoption.
- Partnered with retail leadership, regional vice presidents, and cross-functional business partners to support store openings and field initiatives, ensuring seamless execution of operational strategies.
- Handled boutique inquiries and troubleshooting escalations, leveraging strong operational knowledge of retail tools, policies, and procedures to resolve issues effectively.
- Evaluated boutique training and operational needs through stakeholder feedback, field observations, and business requirements to recommend process improvements and learning opportunities.
- Led new systems implementation and user acceptance testing in partnership with retail, e-commerce, omni-channel, and operations teams.
- Crafted executive recaps and stakeholder communications that detailed project progress, identified business impact, assessed risks, and outlined actionable plans.
- Led employee and Friends & Family sales events, supporting execution, communication, and cross-functional coordination.
E-Business Support & Operations
Christian Dior Couture
Jersey City, NJ
03.2021 - 12.2021
- Collaborated with senior leadership, IT, project managers, and client advisors to enhance Americas client service and e-business operations.
- Created processes and procedures that ensured compliance with service level agreements and improved operational consistency and customer experience standards.
- Participated in UAT and functional testing for new e-business systems, validating deliverables and identifying operational gaps.
- Used Jira and Confluence to document testing outcomes, system enhancements, and implementation recommendations.
- Developed and updated SOP documentation and training materials to support systems adoption and process consistency.
- Led training sessions for client service teams on new tools and procedures, enhancing operational workflows.
- Collected feedback from retail and client service teams to identify improvement opportunities, bugs, and enhancements for headquarters project teams.
Omni-Channel Client Experience Team / Operations Supervisor
Kering Americas
New York, NY
04.2018 - 03.2021
- Supervised daily omni-channel client service operations, team performance, and workflow management to support customer experience and business objectives.
- Oversaw KPI reporting, productivity tracking, and sales analysis to inform operational performance reviews.
- Identified process improvements through data analysis and client feedback to enhance service delivery.
- Partnered with retail operations, merchandising, project managers, and after-sales teams to improve processes and client satisfaction.
- Resolved escalated client cases, managed returns, and coordinated cross-functional efforts to address operational issues with internal stakeholders.
- Delivered new employee onboarding, product education, policy training, and systems training to support team readiness and consistency.
Education
Bachelor of Arts - Psychology
New Jersey City University
Jersey City, NJCertificate - Administration
American Optometric Association
Jersey City, NJSkills
- Retail training and facilitation
- Field coaching and development
- Leadership development
- Training strategy and implementation
- Store assessment reporting
- Client experience excellence
- KPI analysis and measurement
- Cross-functional collaboration
- Change management and improvement
- New store openings and onboarding
- UAT testing and implementation
- Executive communication and stakeholder management
- Microsoft Office proficiency
Languages
Spanish
Native/ Bilingual
Timeline
Retail Training, North East
On Running
12.2024 - Current
Retail Operations & Communication Specialist
Balenciaga
12.2021 - 12.2024
E-Business Support & Operations
Christian Dior Couture
03.2021 - 12.2021
Omni-Channel Client Experience Team / Operations Supervisor
Kering Americas
04.2018 - 03.2021
Bachelor of Arts - Psychology
New Jersey City University
Certificate - Administration
American Optometric Association