Grace Bourke
Princes Hill,VIC
Summary
Dynamic leader with a proven track record in a variety of retail settings, enhancing sales operations and team efficiency. Expert in sales analytics and relationship building, I've significantly improved operational strategies and customer satisfaction. Skilled in motivating teams and driving business growth through strategic planning and development of team members, resulting in excellent customer satisfaction.
Overview
6
6
years of professional experience
Work History
Sales and Operations Manager
Splend
09.2024 - Current
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in the overall operations strategy.
- Managing state wide sales and overall operations of central Melbourne Hub.
- Expanding and growing CRM database and reporting procedures in Hub, allowing for increased customer retention.
- Increasing market share by breaking through brand new market segment within the professional driving industry.
- Collaborating with national sales team and executive management team to execute on broad company strategy through meaningful action plans.
- Driving excellence within a 9 person team through regular one on one feedback sessions along with group training and upskill sessions
Floor Manager
Mecca Brands
11.2023 - 08.2024
- Managed roster builds in line with weekly, monthly and quarterly budgets; keeping Average Hourly Productivity front of mind. Proficiency with UKG, Humanforce and Ento
- Managed team of 130-150 team members to maintain smooth-running operations on the shop floor.
- Zone Manager training, mentoring and up skilling, leadership development
- Assessing various specialty programs (Fragrance, Skincare and Makeup) and being heavily involved in on floor/masterclass training sessions.
- Planning and facilitating masterclasses within wider store network
- Managing a balanced scorecard, allowing for optimal business success
- BOH stock management
- Managing bookings, appointments and services through JRNI and Retail Directions
Zone Manager
Mecca Brands
10.2021 - 11.2023
- Ability to run a fast-paced retail store floor with a team size from 15-120 team members.
- Create meaningful connections with team and facilitate genuine customer interactions.
- Optimise customer experience through driving sales and CSAT related KPI’s
- Confident delivering feedback to team in a constructive fashion encouraging self-reflection and growth.
- Diligent and results driven management style
- Passion in people development in line with business needs, through training and education
Skin Care and Fragrance Specialist
Mecca Brands
10.2020 - 10.2021
- Fine tune knowledge and expand expertise into the area of skincare and fragrance.
- making recommendations for skincare and fragrance based on customer's individual needs.
- Responsibility of training team members in store, allowing for the progression of new skin and fragrance specialists.
Assistant Online Fulfilment Manager
Woolworths Supermarket
12.2018 - 01.2020
- Managing customer orders, ensuring accurate completion and satisfaction
- Fast paced deadline management
- Rostering and budgeting, AHP management
- Customer dispute and conflict resolution skills
- Managing delivery systems (road)
- Retailix systems
Education
Bachelor - Business Administration And Management
RMIT University
Melbourne, VIC2025
Bachelor - Biomedical Sciences
La Trobe University
Melbourne, VIC2018
Skills
- Pipeline management
- Sales process optimisation
- Pricing strategy
- Territory management
- Customer segmentation
- Sales analytics
- Staff training and development
- Operating procedures and policies
- Customer portfolio management
- Business development and planning
- Strategic planning
- Data analytics
Volunteer Experience
Share the Dignity - Shero since 2021
Languages
Italian
Professional Working
Timeline
Sales and Operations Manager
Splend
09.2024 - Current
Floor Manager
Mecca Brands
11.2023 - 08.2024
Zone Manager
Mecca Brands
10.2021 - 11.2023
Skin Care and Fragrance Specialist
Mecca Brands
10.2020 - 10.2021
Assistant Online Fulfilment Manager
Woolworths Supermarket
12.2018 - 01.2020
Bachelor - Business Administration And Management
RMIT University
Bachelor - Biomedical Sciences
La Trobe University
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