Experienced luxury curation & content manager with a demonstrated history of working in Ecommerce. Highly skilled in customer care, team management, luxury authentication, consignment, VIP/HNI account management, project management, sales, food & beverage and hospitality management.
-Directed and cultivated the HEWI studio, leading a team of 8 in VIP/HNI Account Management, Customer Care, Curation, luxury authentication, Photography, Inventory and content upload. -Before promotion to Studio Director, handled all customer service inquiries via different channels including; Jira, Zendesk, live chat, email, phone & internal messaging. -Managed full curation of the website and lead luxury authenticator. -Boosted website merchandising using Search Engine optimisation (SEO) and crafted daily & weekly email edits (through Klaviyo) for enhanced sales success; analysed buyers & sellers on the platform to set conversion & retention targets. Implemented Agile CRM for efficient customer communication & retention. -Successful launch and management of WhatsApp sales channel. -Worked closely with many B2B partners, managing accounts and providing regular sales updates with a very high retention rate. -Key team leader in HEWI's collaboration and launch with Amazon Luxury stores. -Managed customer care team and any complaint escalations through to resolution.
-Worked closely with Head Chef and GM to create weekly team rota's, daily and weekly food orders, stock takes and training. -Running team shifts. -Weekly cash-ups and reporting to head office -Re-opened one of Yo! Sushi's largest restaurants after an extensive refurbishment. -Opened and recruited a new team at Yo! Gatwick Airport -FOH Shift management -Extensive food safety and team lead training. -Authorised signatory and fire marshal.