Viviana Lozano
San Antonio
Summary
Dynamic and results-driven leader with extensive experience in luxury retail and high-volume operations. Proven track record of driving revenue growth, enhancing customer satisfaction, and building high-performing teams. Skilled in clienteling, strategic planning, and delivering exceptional customer experiences in fast-paced environments. Adept at streamlining operations, achieving KPIs, and fostering team development.
Overview
13
13
years of professional experience
Work History
Store Manager
Louis Vuitton - LVMH
07.2023 - Current
- Lead a team of 25 associates in a high-volume luxury retail environment, generating consistent sales growth.
- Increased YOY revenue by 15% through strategic clienteling and personalized customer experiences.
- Hosted exclusive in-store events, improving customer engagement, and driving brand loyalty and desirability.
- Ranked in the Top 5 for regional sales volume and Top 3 for customer service scores.
- Improved operational efficiency by optimizing payroll and inventory management processes.
- Developed and mentored employees, leading to 5 internal promotions and improved team performance.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
General Manager
West Elm
02.2019 - 07.2023
- Managed $13M annual revenue as the largest-volume store in Texas; ranked in the Top 10 across the company.
- Consistently achieved 35–39% product allocation contribution, exceeding margin targets.
- Increased customer satisfaction survey scores by 20% through enhanced service standards and operational improvements.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Hired and developed 3 assistant managers, fostering leadership growth and succession planning.
- Streamlined operations, achieving significant improvements in KPIs including conversion rates and margins.
- Designed and executed local marketing initiatives, driving in-store and online traffic growth.
Store Manager
Bath and Body Works
09.2015 - 02.2019
- Managed a flagship $8M store, leading a successful remodel and concept transition with minimal disruption
- Surpassed YOY sales goals by 42% through innovative selling behaviors and customer-focused scheduling
- Recruited and trained over 60 employees, ensuring smooth operations during high-traffic seasons
Store Manager
Steve Madden
01.2012 - 01.2015
- Achieved a 12.1% YOY sales increase by implementing targeted sales strategies
- Opened multiple outlet locations across Texas, enhancing the company’s regional footprint
- Improved payroll and inventory controls, achieving budgetary compliance and operational efficiency
Education
Bachelor of Science - Behavioral Psychology, Sociology
University of Texas – Pan American
Edinburg, TX12.2011
Skills
- Workforce Management
- P&L Analysis
- Conflict Resolution
- Team leadership and motivation
- Hiring - Retention
- Operational Expertise
- Strategic Planning
- Luxury Retail Standards
- Store Optimization
- Cross-Functional Collaboration
- Multitasking and Organization
Skills
Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Workforce Management (WFM), SuccessFactors, P&L Analysis, Budget Management, and Inventory Control, Team Management and Succession Planning, Coaching and Mentoring High-Performing Teams, Strategic Hiring, Training, and Retention, Clienteling and VIP Relationship Management, Hosting Exclusive Events and In-Store Activations, Exceeding Sales and Customer Satisfaction KPIs, Strategic Planning and Implementation, Luxury Retail Standards and Store Optimization, Cross-Functional Collaboration
Languages
Spanish
Native or Bilingual
Timeline
Store Manager
Louis Vuitton - LVMH
07.2023 - Current
General Manager
West Elm
02.2019 - 07.2023
Store Manager
Bath and Body Works
09.2015 - 02.2019
Store Manager
Steve Madden
01.2012 - 01.2015
Bachelor of Science - Behavioral Psychology, Sociology
University of Texas – Pan American
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