Fame and Partners
US Customer Service and Styling Manager
September 2015 — Present
US Customer Service Manager, I managed the entire CRM process, including analyzing customer data and key performance indicators (KPI) to evaluate and promote sales. I also managed and mentored team of four Stylist/Customer Service Consultants in Sydney and NYC, developing training and standard operating procedures that drove revenue during both the pre and post sales process.
Relationship Management: Manage partnership initiatives from start to finish including partnerships with Macy's, Gilt Groupe and Amazon, selecting styles and merchandise for partnerships, and writing script. Active role in our bridal launch, creating product data, such as titles and descriptions for bridal platform.
Operations Analysis: Improve customer experience across various product categories by analyzing site metrics and related data and identifying and implementing improvement efforts.
Inventory Management: Managed relationship with third-party logistics (3LP) company housing inventory, developing overall flow strategy and return process for organization, processing all returns, analyzing inventory and determining styles for resale or liquidation, serving as the Inventory Officer.
Styling Programs: Developed and oversaw ongoing implementation of personalized studio and virtual styling sessions with fashion stylist to create customized dresses for special occasions, creating a scalable model and generating substantial revenue.
Training Programs: Developed customer experience training curriculum for Macy’s, which covered all aspects of customer experience, styling, and product knowledge for styles offered by Fame and Partners while creating an elevated shopping experience.
CRM Management: Managed multiple CRM systems including Salesforce and Zapo, developing, updating and analyzing customer profiles and segmentation framework to development programs and policies that drive customer acquisition.