Joel Holmes
Okaihau,Okaihau
Summary
Customer-oriented store manager offering several years of experience in retail operations, sales and service team leadership and profitability strategies. Organized and skilled at prioritizing daily tasks and following through to achieve performance and productivity goals. Recruits, trains, develops and manages team of store associates and assistant managers.
Overview
16
16
years of professional experience
Work History
Retail Manager
Mitre10
, Kerikeri
07.2023 - Current
- Oversaw retail operations to ensure all stations were operating efficiently and maintaining customer service standards.
- Led a team of 40 sales associates, providing ongoing training and development.
- Managed daily store operations, ensuring a seamless shopping experience for customers.
- Maintained cleanliness standards throughout the store by delegating tasks to staff members.
- Oversaw all aspects of merchandising within the store including product placement and display design.
- Fostered a positive work environment, encouraging teamwork and employee engagement.
- Handled customer service issues, ensuring customer satisfaction and loyalty.
- Organized promotional events to increase brand awareness and drive sales growth.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Facilitated communication between store staff and upper management, ensuring alignment with company goals.
- Managed visual merchandising, maintaining standards and elevating customer experience.
- Conducted performance evaluations for staff, identifying areas for improvement.
Store Manager
Crackerjack LTD
Fraser Cove, Tauranga
02.2018 - 03.2023
- Oversaw all store operations while generating $2.9million in annual sales.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Oversaw annual store budget while working closely with corporate and financial departments on reporting and payroll.
- Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Assessed, optimized and elevated operations to target current and expected demands.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Interviewed, hired, supervised and trained employees and instituted mentoring program to develop skills, leadership and employee excellence.
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Fostered healthy team environments to promote collaboration and boost productivity.
- Coached and empowered employees by creating and sharing motivational vision plans.
- Implemented succession planning by training and developing associates into leadership positions.
Store Manager
Crackerjack LTD
Albany, Auckland
03.2017 - 02.2018
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Organized and updated schedules to optimize coverage for expected customer demands.
- Executed merchandising strategies to support store sales growth.
- Built and maintained strong working relationships with team members.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Monitored employee performance and identified performance gaps for corrective action.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
Store Manager
Number One Shoes
Auckland CBD, Auckland
05.2015 - 03.2017
- Oversaw all store operations while generating $1.8million in annual sales.
- Oversaw annual store budget while working closely with corporate and financial departments on reporting and payroll.
- Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
- Assessed, optimized and elevated operations to target current and expected demands.
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Increased profits by restructuring store layouts to enable efficient inventory management and performing financial planning and sales metric analysis.
- Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
- Built loyal customer base by delivering excellent service and stocking in-demand products.
- Hired, trained, evaluated performance and enforced disciplinary actions for associates.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Collaborated with visual merchandising team to develop strategies to drive profitability.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
Assistant Store Manager
Number One Shoes
Henderson , Auckland
01.2013 - 05.2015
- Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Coordinated merchandising by planning floor layouts and displays, guiding resets and directing sales signage placement.
- Created engaging merchandise presentations to motivate impulse purchases.
Retail Sales Associate
Number One Shoes
New Lynn, Auckland
11.2008 - 01.2013
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention.
- Helped customers by answering questions and locating merchandise.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Initiated friendly conversation with customers to determine level of assistance required.
- Followed company policies, rules and procedures to promote company goals and maintain safety.
- Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Handled price checks, merchandise transfers and fitting room returns to keep store orderly and efficient.
- Used product knowledge to suggest items to match client needs.
- Cross-sold products to boost overall sales purchases.
- Assessed customer product needs and interests in order to best recommend suitable items.
- Assisted with conducting merchandise stock counts and reported discrepancies to supervisor.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Education
Liston College
Auckland11.2009
Skills
- Team-oriented
- Outstanding communication skills
- Staff training and development
- Retail inventory management
- Customer retention
- Profit and loss accountability
- Schedule management
- Recruiting and hiring
- Cost analysis and savings
- Store operations oversight
- Reliable
- MS Office proficient
- Sound judgment
References
Vanessa Kerr
Vanessa@Crackerjack.co.nz
021319194
Sasha Fraser-Nathan
Sasha.Frasernathan@Mitre10.co.nz
021322321
Timeline
Retail Manager
Mitre10
07.2023 - Current
Store Manager
Crackerjack LTD
02.2018 - 03.2023
Store Manager
Crackerjack LTD
03.2017 - 02.2018
Store Manager
Number One Shoes
05.2015 - 03.2017
Assistant Store Manager
Number One Shoes
01.2013 - 05.2015
Retail Sales Associate
Number One Shoes
11.2008 - 01.2013
Liston College
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