Krystal Elsmore
Gold Coast
Summary
Talented Retail Professional with expert operations management, communication and selling skills. Self-motivated and well presented, with over fifteen years of customer service experience. Utilises strategic planning to enhance performance and drive results. Highly successful in building lasting relationships with key decision makers, team members and customers to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
15
15
years of professional experience
Work History
Cluster Manager
Munro Footwear Group
04.2023 - 04.2025
- Supervised eleven stores and concessions within cluster, with a total of approximately 55 team members, including home store.
- Monitored data analytics to identify sales trends, opportunities and areas of improvement within the cluster operations, using but not limited to Sales Reports, Trend Reports and KPI Reports.
- Established strong relationships with upper management and key stakeholders through regular meetings, reports, and presentations on cluster progress.
- Identified and communicated customer needs to General Manager and supply chain teams.
- Facilitated change management initiatives to minimise disruption while ensuring a smooth transition from old processes and systems to new ones.
- Earned recognition for leadership excellence by consistently exceeding performance targets and promoting a culture of continuous improvement within the Queensland leadership team.
- Identified potential risks or issues and provided solutions for swift resolution before escalation occurred.
- Successfully managed wage budgets and allocated resources to maximise productivity and profitability.
- Achieved and exceeded budgets, increasing customer satisfaction by prioritising clients needs and providing outstanding customer service.
- Increased sales and KPI's through team development and training initiatives that enhanced employee skills and knowledge base.
- Fostered an inclusive, diverse, and supportive work environment by creating opportunities for open dialogue and encouraging team member engagement in cluster-wide initiatives.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and effective rostering.
- Recruited, interviewed and hired employees and mentored new hires during their onboarding process providing guidance on company culture, values and expectations.
- Maintained compliance and trained store managers on company policies, industry regulations, and best practices across all departments in the cluster.
Dual Store Manager
Munro Footwear Group
12.2020 - 04.2023
- Provided exceptional and personalised customer service to customers, building and increasing customer loyalty.
- Identified customer needs and negotiated and closed sales with a high success rate.
- Increased sales by establishing goals, overseeing performance and mentoring staff.
- Tracked and analysed profitability and key metrics of UPT and Customer Loyalty to improve overall profitability and bring in new clientele.
- Delivered business strategy and daily operations by developing systems and procedures to improve profit, operational quality and team efficiency.
- Supported top-level decision-making and strategy planning, forging productive relationships with upper management and serving as a key advocate between teams.
- Handled problematic customers and clients by problem solving and maintaining excellent customer service.
- Managed, trained and motivated team members to continuously improve knowledge and abilities.
- Delegated daily tasks to employees, streamlining daily progress and efficiency.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
- Supervised and implemented creation of merchandise displays.
- Upheld great standards of leadership for employees, consistently leading by example.
Store Manager
Munro Footwear Group
03.2015 - 12.2020
Assistant Store Manager
Munro Footwear Group
12.2014 - 03.2015
Casual Sales Assistant
Munro Footwear Group
11.2009 - 12.2014
Education
Bachelor of Creative Industries- Interdisciplinary - Major- Fashion Minors- Management And Marketing
Queensland University of Technology
Brisbane, QLD12.2011
Skills
- Operations Management
- Self-motivated and Results Driven
- Solution Orientated
- Attention to Detail
- Positive and Open Mindset
- Confident and Effective Communicator
- Sales Promotion
- Exceptional Customer Service
- Leadership and Management
- Time Management
- Willing to Learn
- Team Player
Timeline
Cluster Manager
Munro Footwear Group
04.2023 - 04.2025
Dual Store Manager
Munro Footwear Group
12.2020 - 04.2023
Store Manager
Munro Footwear Group
03.2015 - 12.2020
Assistant Store Manager
Munro Footwear Group
12.2014 - 03.2015
Casual Sales Assistant
Munro Footwear Group
11.2009 - 12.2014
Bachelor of Creative Industries- Interdisciplinary - Major- Fashion Minors- Management And Marketing
Queensland University of Technology
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