JOANNA LAING
Leeds ,Uk
Summary
Performance-driven Store Manager drives consistent growth with strategic operations management. Trains and mentors management team and recruits top associates to deliver award-winning service. Knowledge of inventory management and merchandising practices. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.Motivational leader, strategic planner and analytical problem solver with demonstrated record of retail success.
Overview
21
21
years of professional experience
Work History
Store Manager
Island Jewellers Island Companies
George Town, Cayman Islands
07.2018 - 06.2025
- Established departmental policies and goals in conjunction with board members and organization officials
- Leading and motivating the store managers and sales staff and holding motivational meetings every morning to keep strong communication
- Fluid communication and relationships built with vendors and promotional companies to enhance the business
- Assisted in selecting and the roll out of the new POS system and training for the staff
- Participate in annual buying trips for all the jewelry trips to ensure we have the best assortment in our locations
- Always present in all vendor trainings available, ensuring all staff participate to ensure improved service to our customers
- Set clear expectations for team performance, conducting periodic evaluations and implementing corrective actions
- Maintained high store standards in merchandising, security and visual presentation
- Addressed and resolved escalated customer complaints and worked to restore satisfaction
- Received and acted on customer feedback to boost return custom rate
- Directed merchandising strategy to create eye-catching displays and increase revenue
- Oversaw employee recruiting, onboarding and training on store procedures
- Monitored budgets and employed comprehensive loss prevention and inventory management strategies to meet goals
- Managed inventory audits, financial reconciliations and sales reporting
- Forecasted sales, inventory demand and labor requirements and developed annual budget and operational plans
- Developed and implemented marketing strategies to increase store traffic and sales
- Held employees accountable to company policies, procedures and service standards
- Hired trained, and supervised employees while promoting positive work environment
- Established welcoming atmosphere by providing excellent customer service at all times
- Fostered strong relationships with vendors to negotiate better deals on products or services
- Monitored inventory levels and ordered new stock as needed to maintain appropriate levels
- Conducted periodic performance reviews to assess employee performance
- Developed advertising campaigns or sales promotions to increase brand awareness
- Reviewed financial statements and activity reports to measure productivity or goal achievement
- Assessed operational efficiency of the store's departments.
- Ensured compliance with safety regulations and company policies.
- Prepared monthly reports on sales figures, expenses, profits.
- Developed strategies to maximize sales and profitability.
- Updated POS system with new products and promotional offers.
- Developed relationships with suppliers to negotiate better prices.
- Recruited, trained and supervised new employees.
- Implemented efficient systems for tracking stock movement.
- Maintained accurate records of employee performance reviews.
- Established customer service standards and monitored staff compliance.
- Monitored employee performance and identified performance gaps for corrective action.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Created monthly reports summarizing sales figures, operational expenses, customer feedback results, personnel changes.
- Organized periodic meetings with key members from each location to discuss current issues or challenges related to their respective stores.
Store Manager
Diamonds International
George Town, Cayman Islands
04.2017 - 06.2018
- Administration of all functions of a fine jewelry store
- Scheduled staff shifts, vacations, and time off requests fairly and efficiently
- Identified new opportunities to increase sales and achieve store targets
- Motivating sales staff and holding motivational meetings
- Ensuring inventory is accounted for, handling funds and banking
- Maintained high store standards in merchandising, security and visual presentation
- Led team by example to maintain focus on performance and achieving targets
- Delivered consistent feedback, empowering team members to continuously improve customer service and satisfaction
- Managed inventory audits, financial reconciliations and sales reporting
- Set clear expectations for team performance, conducting periodic evaluations and implementing corrective actions
- Managed daily store operations to ensure efficiency and productivity
- Monitored inventory levels and placed orders to restock shelves.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Planned special promotions or discounts based on market trends.
- Assessed operational efficiency of the store's departments.
- Recruited, trained and supervised new employees.
Account Training Manager
Estee Lauder
Leeds, United Kingdom
05.2016 - 04.2017
- Took over an account ranked 9th in the department and led it to 3rd within a year
- Assisted Regional & Area Manager with new training techniques applied to all Managers and staff within the region
- Increased figures significantly and exceeded companies' percentile goals
- Inventory stock control, ensuring we have correct amount of stock for various promotions throughout the year
- Analyzed daily/weekly/monthly business and recommend strategies to impact business to Store management and the Regional Director
- Responsible for recruiting, interviewing, training, and retaining quality staff
- Coordinated and maintained floor and stock areas consistent with store standards in presentation and hygiene requirements
- Prepare the sales team to ensure successful key promotions
- Motivated exceptional performance from team members, empowering staff to handle problems and seek out opportunities for improvement
- Maintained records of employee participation in all training activities.
- Organized and coordinated training sessions for new employees.
Senior Store Manager
Diamonds International
Jamaica
05.2011 - 04.2016
- Led the store to have sales exceed 165% consecutively for 2 years running, which was the only store in the region that did so
- Accessory positions included marketing manager and training manager
- Successfully trained over 200 staff
- Directing all the affiliate's sales objectives and initiatives
- Proposing and executing policies and programs to achieve maximum sales volume for the company and improve its sales profit margins in the Caribbean market
- Formulating Marketing plans and strategies to attain sales targets, monitoring results and adjusting approaches to maximize the number of customers and customer satisfaction
- Serving as a liaison between the companies Directors, and Port and shopping guides of the following companies: OBM (On Board Media/LVMH), PPI (Panoff Publications Inc), RMP (Royal Media Partners), NCL (Norwegian Cruise Lines), Royal Caribbean cruise lines, Carnival cruise lines, Princess cruise lines, Disney cruise lines, Costa cruise lines, Celebrity cruise lines, Holland America cruise lines and Crystal cruise lines
- Monitoring Inventory control using GSI Systems, the companies' computer system designed for its inventory control procedures
- Ensuring inventory is accounted for, handling funds
- Motivating sales staff and holding motivational meetings
- Designing bonus and incentive programs
- Carrying out annual staff appraisals
Assistant Manager & Gift Shop Manager
Harding Brothers
, USA
06.2010 - 01.2011
Account Manager
Chanel
, USA
10.2008 - 01.2010
Account Manager
Estee Lauder
Leeds, England
03.2005 - 09.2008
Skin Care Specialist
Clarins
Leeds
07.2004 - 04.2005
Education
BTEC National Diploma - Business Management
Bradford College
West Yorksire, United Kingdom07.2005
Skills
- Brand Awareness
- Employee training
- Visual merchandising
- Inventory management
- Sales forecasting
- Vendor negotiation
- Marketing strategy
- Loss prevention
- Team building
- Performance evaluation
- Policy implementation
- Documentation and reporting
- Employee engagement
- Leading staff meetings
- Microsoft Office
- Product Knowledge
- System Monitoring
- Team Leadership
Websites
Languages
English, Advanced
Timeline
Store Manager
Island Jewellers Island Companies
07.2018 - 06.2025
Store Manager
Diamonds International
04.2017 - 06.2018
Account Training Manager
Estee Lauder
05.2016 - 04.2017
Senior Store Manager
Diamonds International
05.2011 - 04.2016
Assistant Manager & Gift Shop Manager
Harding Brothers
06.2010 - 01.2011
Account Manager
Chanel
10.2008 - 01.2010
Account Manager
Estee Lauder
03.2005 - 09.2008
Skin Care Specialist
Clarins
07.2004 - 04.2005
BTEC National Diploma - Business Management
Bradford College
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