Assistant Manager, Guest Experience / lululemon / Cincinnati, OH

2021-present

• Provided performance management, coaching and development to a team of 40 employees while creating an inclusive and fun work environment. Through these efforts of training and coaching conversations, we were able to increase our store rating by 88% going from being the eighth rated store to the number one rated store in the Mid Atlantic area and to the sixth rated store in the US (out of 429).

 

• Noticed a drop in some of our customer survey metrics, specifically "sense of belonging" and "provided relevant product info," and implemented an enrollment plan for our leadership team with additional training on what to look and listen for on the floor. Through this work, we saw a 3% increase in our score for "created a sense of belonging" and 10% increase in "provided relevant product info" month over month.

 

• Collaborated with my team to create action plans to support their personal development and the growth of the business. In May/June of 2022, we received a negative customer rating that was due to a guest not feeling included or prioritized. I then re-trained our leaders how to lead through inclusion and how to prioritize guest experience. This looked like clear and consistent check-ins with the team each day, product knowledge quizzes and direct feedback, and creating clear expectations around their role for the day. Through this consistent work and my follow up with the leaders and our team on the floor, we saw our customer survey score return to 100% for "likely to recommend" and "provided relevant product info."

 

• Provided support and ideas to create brand resonance with our collective through ambassador relationships, store collaboration and strategic product testing. In Q4 of last year, we missed our monthly goals in the first two months of the quarter. I then created a plan to support our growth in the final month of the quarter by driving traffic and encouraging guests to use gift cards from the holiday in our store. I reached out to local businesses that we had partnered with previously and did a raffle based on gift card usage from our guests. I enrolled our team to share this on the floor with guests and I also utilized email communication with our guests to support this initiative. We saw a 50% YOY growth in our traffic for January and we hit our stretch sales goal for the month, in spite of it being a very heavy returns month.

 

• Partnered with our store manager to create and implement a hiring strategy, leading through the lens of IDEA (Inclusion, Diversity, Equity, and Action). In bringing on our seasonal educators this past holiday, I partnered with our sister store to create tool kits and training guides to utilize for training shifts in order to get the team set up to train new hires. This looked like assessing who our top educators and floor leaders were to lead these trainings. I then partnered with our assistant store manager of operations, to schedule in time for an enrollment meeting with this training team to go over the plan and make sure they felt set up to support with the on-boarding experience. This allowed us to quickly get the new hires ready to hop on the floor and support guest experience while also allowing us time to augment their product knowledge during lulls to support their confidence in the role.

 

Copywriter, Social media manager / lululemon / Cincinnati, OH

2013-2021

• Provided support and ideas to create brand resonance with the Cincinnati collective through unique community events and powerful storytelling.

  • Identified local male identifying influencers who align with our brand to support the growth of men’s sales. Through this work, I was able to support and grow our local men's sales from 24% to 35% of daily sales.

  • In partnership and collaboration with our sister store, I created the largest in person version of the lululemon sponsored half marathon called the Virtual SeaWheeze in North America.

• I increased the email open rates of our weekly product notifications from 18% to 34% and click through rates from 8% to 12% through unique and engaging copy-writing.

• I conceptualized and partnered with a graphic designer to create in-store point-of-sale materials to spark conversation and community enrollment.

 

Social media manager, Editor, Educator / lululemon / New York City, NY

2011-2013

• Partnered with the stores in the Greater New York City Area to create engaging and inspiring content.

• Created a best-in-class retail experience, plus educated and empowered customers to find the right product to support them through their sweaty endeavors and fitness goals.

 

Head Teacher / Little Maestros / New York City, NY

2008-2013

• I was the number one requested lead singer and guitarist (head teacher) for the award-winning infant and toddler music program.

• Led the Little Maestro Band and effectively ran a smooth collaboration between the talent and management.

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Street Team / Disney Theatrical Group / New York City, NY

2008-2010

• Collaborated with the marketing department to strategize ways of increasing the attendance records for the Disney on Broadway theatrical productions.

• Assisted in leading the community outreach team to maintain and uphold the Disney brand and legacy while providing opportunities to connect and give back to the community.

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