Sophie Norman

Led a team of 15-25 sales associates in a high volume retail environment. Worked in collaboration with the store manager and other members of the management team to create and implement strategy to drive for results, ensure operational excellence, and deliver exceptional service. These objectives were achieved primarily through the following:

• Drive Sales: Regularly monitored and analyzed both store and individual associate KPIs/ productivity to establish and cascade goals to a large team of sales associates. This included daily, weekly, monthly, and quarterly analysis of sales data to make informed adjustments to strategy for improving overall sales performance in my store. This resulted in a sales growth of 51% in the fiscal year.
• Create Winning Teams: Recruited, onboarded, and coached team members to build a strong store culture aligned with the brand as a whole. This included fostering open discussions about individual aspirations/ goals, creating and executing development plans, and conducting regular performance evaluations with constructive, tangible feedback.
• Foster a Customer Centered Environment: Created a store environment that prioritized the customer experience. Regularly monitored customer feedback to ensure a standard of exceptional service and align with brand culture.

Collaborated with a team of five managers to support the store manager in strategizing to drive sales, manage and develop direct reports, and create a customer- centric store environment.

• Acted primarily as "Client Champion" to create and execute strategy mentor team on clienteling strategy to build long-term customer relationships to meet business goals. This included coaching the team on creating outreach to new and existing customers, managing the team's completion of corporate outreach campaigns, and working alongside the store manager to plan and host in- store events.
• Worked alongside our visual merchandising team to plan and execute flow changes and emphasize product in accordance with brand standards.
• Acted as a supplemental resource to the operations of the store, including receiving and processing incoming and outgoing shipment, transfers, and BOPIS orders, participating in bi-annual inventories for the store, and managing stock levels to ensure the sales floor maintained brand standards.

Acted primarily as a brand representative to develop and maintain lasting customer relationships in accordance to brand culture and standards. Met or exceeded personal sales and KPI goals, executed corporate learnings and trainings, and participated in brand initiatives and volunteering opportunities.

• Drove sales through styling and tailored recommendations.
• Mastered using the POS to execute sales efficiently and capture customer information to ensure follow up.
• Utilized TULIP client application to foster and nourish client relationships through personalized outreach.
• Completed daily operational tasks including maintaining visual standards and cleaning and organization of the floor and stock room.

• Supervised daily operations to ensure exceptional customer service and efficient workflow.
• Trained and mentored front-of-house staff, enhancing team performance and service quality.
• Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
• Coordinated special events, increasing customer engagement and driving revenue growth.
• Streamlined communication between front-of-house and kitchen teams, improving order accuracy.