Summary
Overview
Work History
Education
Skills
Timeline
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Toni Lee-Grissom

Lawrenceville,GA

Summary

Customer-oriented retail management professional with extensive background leveraging people, products, and processes to achieve business objectives. Versed in all areas of store management with excellent track record of improving store operations, increasing top line sales, reducing costs and boosting customer engagement.

Overview

26
26
years of professional experience

Work History

Sales Manager

IKEA
Atlanta, GA
09.2021 - 03.2024
  • Directed sales operations for high volume, showroom-retail-warehouse space with 140+ million in annual sales.
  • Coached and mentored team of 6 direct report managers and 90+ sales associates to meet service, sales, merchandising, and operational objectives.
  • Established goals, monitored KPIs and prioritized actions to achieve objectives, resulting in overall store sales increase of 4.1% in FY22 and 9.6% in FY23.
  • Developed and launched new showroom add on strategy, contributing 4.9 million in incremental sales in 2023.
  • Increased percentage of direct to floor deliveries from 79% to 92%, exceeding company goals, reducing stock handlings, increasing efficiency and reducing costs.
  • Reduced coworker turnover by 30% through buddy training, 30/60/90 day reviews, monthly one on one meetings and cross training/scheduling.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
  • Developed pricing promotions and markdowns to meet sales and margin targets.
  • Executed special projects and promotional events to drive brand awareness and increase customer engagement.

Director of Operations

Westside Market
Atlanta, GA
06.2020 - 09.2021
  • Directed operations and logistics of multi-million dollar marketplace facilities with 300+ merchant tenants.
  • Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction. Led total company to a 18% annual sales increase in 2020.
  • Modernized and streamlined business reporting systems, creating better visibility to KPIs and enabling store leaders to make data driven decisions. Prepared detailed reports outlining operational results.
  • Managed Human Resource functions, including hiring, onboarding, staffing, and scheduling.
  • Conducted performance reviews for direct reports and provided feedback for improvement opportunities.
  • Instituted improved safety protocols, resulting in zero workplace accidents during tenure.

Customer Experience and Sales Director

Bed Bath & Beyond
Atlanta, GA
01.2010 - 03.2020
  • Developed highly successful strategies and campaigns to drive enterprise growth and increase multi-store productivity, profitability, and customer satisfaction rates.
  • Liaised between corporate leaders and store-level teams to translate customer needs/requirements, communicate corporate policy, and escalate concerns.
  • Influenced process improvements and resolved customer issues to exceed customer satisfaction goals.
  • Supervised and coached 23 District and Regional Managers in Southeastern US, Puerto Rico, and Mexico.
  • Led 240 store locations to exceed corporate goals/objectives and deliver sales volume from $3M to $30M.
  • Achieved corporate-leading measurements in 7 categories to include customer engagement and sales for 10 consecutive years.
  • Developed strategies to drive territory to $115M annual in-store web orders and $5M in memberships.
  • Developed and managed training for 6K managers, associates, and new hires.
  • Tracked and analyzed Voice of the Customer metrics to define customer touch point enhancements; propelled CSAT to over 90% across territory/raised Net Promoter Score (NPS) to 78.
  • Inspired high performance to garner #1 Territory in Customer Service last 5 of 6 years.

Regional Customer Service Manager

Bed Bath & Beyond
Atlanta, GA
01.2004 - 01.2010
  • Provided strategic leadership and hands-on tactical/operations management to develop sales, customer services, and customer engagement strategies for over 50 stores under regional management.
  • Developed benchmark training programs and practices to build multi-store leadership teams.
  • Coached District Managers to promote store productivity, omni-channel retail sales, and customer satisfaction.
  • Hand-selected by executive leaders as acting Regional Manager for subsidiary portfolio; transformed 30 stores to integrate with parent company/corporate store operations model.
  • Traveled onsite to international store with C-Level team; partnered with executives in merger transaction.
  • Successfully managed 60+ store openings.

District Customer Service Manager

Bed Bath & Beyond
Atlanta, GA
01.1999 - 01.2004

Department Manager

Bed Bath & Beyond
Knoxville, TN
01.1998 - 01.1999

Education

Bachelor of Arts (BA) in Psychology -

University of Tennessee

Bachelor of Arts (BA) in Anthropology -

University of Tennessee

Skills

  • Multi-Unit Leadership
  • Customer Experience & Sales
  • Retail Operations
  • KPI / Metrics / Trend Analysis / Forecasts
  • Product Merchandising
  • Training & Development
  • Communication & Interpersonal Skills
  • Hiring & Interviewing
  • Payroll Management
  • Process & Procedure Development
  • Inventory Control, Profit & Loss
  • Word, Excel, Powerpoint, Power BI, POS Systems, LMS

Timeline

Sales Manager

IKEA
09.2021 - 03.2024

Director of Operations

Westside Market
06.2020 - 09.2021

Customer Experience and Sales Director

Bed Bath & Beyond
01.2010 - 03.2020

Regional Customer Service Manager

Bed Bath & Beyond
01.2004 - 01.2010

District Customer Service Manager

Bed Bath & Beyond
01.1999 - 01.2004

Department Manager

Bed Bath & Beyond
01.1998 - 01.1999

Bachelor of Arts (BA) in Psychology -

University of Tennessee

Bachelor of Arts (BA) in Anthropology -

University of Tennessee

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Toni Lee-Grissom