Susan Behich
Hamilton,ON
Summary
Dynamic Regional Manager with 15+ years of success in driving revenue growth, streamlining operations, and leading high-performing teams across multiple territories. Proven expertise in both sales and operations management, with a strong track record of executing strategic initiatives that boost performance and profitability. Adept at building lasting client relationships, optimizing team productivity, and consistently exceeding business goals. Experienced in developing a business from the idea stage through launch and growth, ultimately guiding it to a profitable and sustainable position.
Overview
12
12
years of professional experience
Work History
Regional Support Manager/Director of Store Operations
Spence Diamonds
08.2020 - 07.2023
- Managed a team of sales and support professionals, providing guidance and mentorship to ensure optimal performance.
- Coordinated regional resources effectively in order to address sudden increases in demand or unexpected challenges without compromising service quality standards.
- Conducted regular assessments of team members'' performance levels, identifying strengths and development opportunities as needed.
- Revitalized underperforming teams by implementing targeted coaching, accountability structures, and performance strategies—successfully growing sales from 65% of budget to over 125% across multiple regions.
General Manager
Smile Direct Club
01.2017 - 08.2020
- Lead and oversaw all aspects of sales and operations, including talent recruitment, training, developing/ implementing KPIs, reporting, budgeting, fiscal management, monitoring service levels, and representing the company brand, mission, and vision. Acted as a Regional Consultant, as required by the DM.
- Engaged in visual merchandising and carefully monitored inventory to ensure adequate levels of products on-hand. Conducted regional site assessments and wrote/ developed policies and training manuals.
- Liaised between the dental team, field staff, and clients to ensure consistent communications and that legal/ regulatory requirements are complied with. Wrote national training programs for health and safety and innovative field manager coaching for use across the entire Canadian and International markets.
- Facilitated district calls and training programs to drive results, address challenges, and identified opportunities for new growth and global business development.
General Manager
LensCrafters/Luxottica
10.2014 - 01.2017
- Managed all aspects of store operations, including creating/ executing business plans that maximized sales and profit, recruiting new talent, leading visual merchandising initiatives, and performing administrative duties including cash, payroll, inventory management, and technical applications.
- Led and facilitated strategic co-planning meetings with independent Doctors of Optometry to align business goals. Oversaw daily operations across the sales floor, production lab, and medical office to ensure efficiency and exceptional service delivery.
- Drove sales performance by coaching optical sales staff, implementing upselling strategies, and tracking KPIs—resulting in consistent revenue growth, achievement of monthly sales targets, and breaking company sales records on three separate occasions.
Regional Opportunity and Development Specialist/Store Manager
Reitmans Canada Inc./ Additionally
08.2013 - 10.2014
- Recognized as the top-performing manager in 2013 for achieving the highest KPI scores company-wide, reflecting excellence in sales, team performance, and operational execution.
- Developed a successful sales team through rigorous coaching, performance management, and ongoing training.
- Exceeded quarterly sales targets consistently by leveraging extensive product knowledge and effective selling techniques.
- Participated in sales calls with direct reports to strengthen customer relationships and uncover possible opportunities for growth.
Store Director
Michael Hill Jewellers
08.2011 - 08.2013
- Exceeded company targets consistently through proactive monitoring of KPIs and execution of corrective action plans when needed.
- Conducted regular performance evaluations for staff members, identifying areas for growth and development.
- Collaborated with other Store Directors on regional initiatives aimed at increasing brand presence in local markets.
- Protected store from loss or theft by setting and enforcing clear security policies.
Education
Bachelor of Arts - Business Administration
Brock University
St. Catharines, ON04-2014
Certificate - Human Resources Management
Mohawk College
Hamilton, Ontario04-2004
Skills
- Sales Strategy & Execution
- Regional P&L Management
- KPI & Performance Optimization
- Operational Efficiency
- Customer Retention
- Multidisciplinary cooperation
- Budgeting & Forecasting
- Team Leadership & Development
Languages
English
Native or Bilingual
French
Professional Working
American Sign Language
Professional Working
Timeline
Regional Support Manager/Director of Store Operations
Spence Diamonds
08.2020 - 07.2023
General Manager
Smile Direct Club
01.2017 - 08.2020
General Manager
LensCrafters/Luxottica
10.2014 - 01.2017
Regional Opportunity and Development Specialist/Store Manager
Reitmans Canada Inc./ Additionally
08.2013 - 10.2014
Store Director
Michael Hill Jewellers
08.2011 - 08.2013
Bachelor of Arts - Business Administration
Brock University
Certificate - Human Resources Management
Mohawk College
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