Fashion

Manager, Customer Experience

Top Management

• Create an emotionally engaging customer experience consistent with the brand vision to drive loyalty resulting in +18% new customer to file
• Develop and implement monthly training program focusing on continuous improvement in areas such as cross-selling and upselling, product and job knowledge
• Train 100-member sales team monthly on product launches, promotions, and other strategic initiatives and brand events
• Inspire associates to think outside the box when engaging with customers and strive for single call 
resolution and best of class service
• Collaborate with business partners to determine brand needs while improving operational efficiencies in areas such as the online shopping experience, checkout process, and returns
• Partnered with business associates to build new online returns and exchange process, packing and return slip, and all communications sent to customer to improve user experience (UX) and user interface (UI)
• Analyze sales center performance metrics and develop tools and resources to overcome challenges and celebrate successes 
• Member of Returns Committee charged with analyzing product opportunities and reducing return rate from 33% to 28%
• Chair of Fun Committee that plans a minimum of 12 internal events annually to drive employee 
engagement and improve company culture

• Led the opening of 15 stores within eight months and ensured store achieved grand opening sales plan
• Coached and trained support team on new store opening initiatives and developed an action plan on how to achieve goals within the allotted time frame
• Completed a comprehensive new store opening manual to serve as a resource for all new store opening support team members
• Wrote job descriptions for all new store opening support and direct reports
• Collaborated with business partners to develop signage and visual training tools for new store openings, associates and management
• Developed an incentives program to recognize and reward support staff for successfully completing new store openings

Manager, New Store Opening

• Created and maintained the daily communication strategy for boutiques to ensure proper execution of company initiatives
• Planned and developed monthly training and selling tools in support of organizational initiatives for boutique and customer service associates
• Managed store budgets and reduced supply spending by +45% from $250k to under $113k for 20 
boutiques in five states as well as other administrative expenses related to meetings, travel and contests under the direction of the Director of Stores
• Co-chaired the Fun Committee that plans a minimum of 12 internal events to drive employee 
engagement with the brand

Manager, Boutique Operations and Omni-Communications

• Developed hands-on employee communication strategy that informed, inspired and connected global employees to brand’s business priorities and company culture
• Collaborated with field team to develop new communication tool – The Weekly Wonder – to better engage store management and improve operational efficiencies, thus meeting deadlines such as floorsets, markdowns and other time-critical tasks
• Wrote all communications sent from the corporate office to the field and ensured all communication was in the brand voice; gatekeeper for all communications being sent to stores to protect store workload
• Created training materials, including: store mystery shop, associate dress code, and product knowledge tools to improve customer experience and ultimately drive sales
• Managed invoice process for the Store Operations department and obtained necessary approvals to ensure timely payment
• Supported the Manager/Director of Operations, Vice President of Retail and other team members in opening new stores, store audits and events, and general store visits
• Reduced supply spending by +30% over three months for 29 USA-based locations in 15 states; partnered with international team to ensure proper supply needs were met for three non-USA-based locations

Coordinator, Store Operations & Communications

Adam Clinard is a Manager, Customer Experience at Beyond Proper, LLC in Oakland Park, FL.

Adam Clinard

Adam Clinard

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