Stella Chang
Auckland,AUK
Summary
A dynamic leader in the luxury retail industry with over 8 years of experience in driving sales growth, brand development, and operational excellence across multiple prestigious retail locations. Adept at managing multi-store operations, developing and executing strategic market plans, and building high-performing teams. Currently overseeing the operations of five Coach stores in New Zealand, I am focused on enhancing brand visibility, increasing customer loyalty, and expanding market share.
With a proven track record of delivering results, I leverage my expertise in strategic planning, client relationship management, and team leadership to achieve business objectives. I have a deep understanding of brand values and mission, ensuring that every action I take aligns with the brand’s long-term goals. Passionate about cultivating relationships and creating exceptional customer experiences, I am dedicated to fostering brand growth and achieving sustainable success in competitive markets.
Overview
8
8
years of professional experience
Work History
Area Manager
Tapestry Coach, New Zealand
, Auckland
12.2023 - Current
- Lead and manage retail operations across five Coach stores in New Zealand, driving sales growth, and executing brand development strategies to meet business objectives.
- Developed and implemented market strategies that resulted in year-over-year sales growth, increased brand visibility, and expanded market share.
- Mentored, trained, and led a high-performing team, ensuring exceptional service and customer satisfaction aligned with the Coach’s premium standards.
- Collaborated with senior leadership to create annual budgets and performance targets, ensuring seamless execution and alignment across all stores.
- Cultivated and maintained strong relationships with key clients, partners, and influencers, driving brand loyalty and customer engagement.
- Coordinated with local partners, such as airports, and key locations to expand brand awareness and explore e-commerce opportunities in New Zealand.
- Focused on market and consumer analysis to develop localized strategies for growth and customer engagement.
Cluster Manager
Tapestry Coach, New Zealand
, Auckland
09.2022 - 12.2023
- Managed multiple Coach stores in New Zealand, overseeing daily operations, and ensuring alignment with corporate strategies and performance goals.
- Developed and executed sales initiatives to exceed revenue targets while optimizing operational efficiencies.
- Provided leadership and guidance to store managers, fostering team development, and ensuring operational excellence.
- Collaborated with senior management on strategic projects, budgeting, and performance metrics, ensuring effective execution and consistency across all stores.
- Partnered with recruitment agencies to source and train talent in alignment with the brand’s values, ensuring continuous improvement in customer service.
- Established strong local client relationships, enhancing brand presence, and customer loyalty.
Store Manager of Queen Street
Tapestry Coach, New Zealand
, Auckland
10.2021 - 09.2022
- Led store operations, coaching and developing a high-performing team to exceed KPIs and sales targets.
- Delivered exceptional customer service in line with the Coach experience, proactively resolving customer concerns, and providing after-sales support.
- Managed inventory, payroll, staff rosters, and compliance with health and safety standards.
- Developed and executed strategic plans, analyzing sales reports to optimize KPIs, and drive performance improvements.
- Organized and executed in-store VIP events, using social media platforms (WeChat, Little Red Book, Instagram) to enhance customer engagement and brand visibility.
- Cultivated strong client relationships, particularly with VIP customers, to drive brand loyalty.
Assistant Store Manager of Queen Street
Tapestry Coach, New Zealand
, Auckland
11.2017 - 10.2021
- Assisted in managing store operations, ensuring a high-performing team met sales targets, and upheld brand standards.
- Delivered exceptional customer service and resolved inquiries to enhance the overall customer experience.
- Managed inventory control, stock transfers, and ensured accurate product availability.
- Led recruitment, training, and development initiatives to ensure a well-trained and customer-focused team.
- Coordinated with regional management to analyze sales performance and implement corrective actions to meet targets.
Assistant Store Manager of Queen Street
CUE, New Zealand
, Auckland
01.2017 - 11.2017
- Managed visual merchandising and window displays, attracting customer attention, and aligning with the brand's identity.
- Led a high-performing team, setting individual goals, and achieving sales targets.
- Oversaw recruitment, onboarding, and training of new staff, ensuring exceptional customer service.
- Managed inventory control processes and stock transfers, ensuring operational efficiency.
- Handled daily financial transactions and cash reconciliation, ensuring accuracy and accountability.
Education
Bachelor of Commerce – Accounting
AUT Auckland University of Technology
Auckland, NZ12-2014
Skills
- Luxury Retail Management
- Strategic Planning and Market Penetration
- Team Leadership & Development
- Sales Performance & KPI Improvement
- Customer Relationship Management (CRM)
- Budget and Financial Management
- VIP Clienteling and Event Planning
- Visual Merchandising and Brand Positioning
- Social Media and Influencer Engagement
- Cross-functional collaboration
- Marketing Strategic Planning
Accomplishments
- 2019: Awarded Store of the Year for Australia and New Zealand.
- 2024: Recognized with the Best Clienteling Award for Australia and New Zealand.
Timeline
Area Manager
Tapestry Coach, New Zealand
12.2023 - Current
Cluster Manager
Tapestry Coach, New Zealand
09.2022 - 12.2023
Store Manager of Queen Street
Tapestry Coach, New Zealand
10.2021 - 09.2022
Assistant Store Manager of Queen Street
Tapestry Coach, New Zealand
11.2017 - 10.2021
Assistant Store Manager of Queen Street
CUE, New Zealand
01.2017 - 11.2017
Bachelor of Commerce – Accounting
AUT Auckland University of Technology
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