Summary
Overview
Work History
Skills
Timeline
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Lealie Hart

Macleod,VIC

Summary

Experienced professional with a strong background in retail operations, people management and business administration. A skilled leader, building world class teams, by empowering and supporting team growth and ensuring a positive culture. A high achiever, consistently delivering results above target and continuously developing and improving areas within the business to optimize performance.

Overview

18
18
years of professional experience

Work History

Victorian Retail Manager

BEDSHED
Melbourne, VIC
07.2022 - Current
  • Successfully direct a team of franchisees and manage a network of 12 retail stores throughout Victoria
  • Mentor and develop franchisees and their management teams, effectively driving growth
  • Create budgets and utalize data to review P&L's monthly
  • Analyze business opportunities and identifiy suitable locations for expanding the Victorian network
  • Collaborate with franchisees to drive strategic store layouts and product ranges based on approved merchandise
  • Implement marketing strategies based on analysis of local area opportunities for stores
  • Monthly store meetings with franchisees to analyze data, review results, and develop business enhancement strategies
  • Train franchisees on visually appealing techniques for presenting bedding to highlight furniture collections
  • Staff recruitment and performance reviews, providing support in candidate interviews
  • Conduct monthly safety checks with stores to ensure compliance with OHS regulations
  • Present performance updates at weekly management meetings, ensuring effective communication with executive team, highlighting any issues
  • Actively lead bi-monthly Victorian franchisee meetings
  • Create comprehensive PowerPoint presentations to communicate state meeting results
  • Manage customer complaints from central office and facilitate communication with franchisees for prompt resolution

Store Operations & Customer Support

THE SUSSAN GROUP
Melbourne, VIC
01.2019 - 07.2022
  • Led and supervised a customer support team to provide exceptional service
  • Managed CRM data and provided reporting on customer loyalty statistics to key stakeholders
  • Provided technical advice, assistance, and support to internal and external stakeholders for the 3 brands: Sussan, Sportsgirl, and Suzanne Grae.
  • Analyzed data to identify areas of opportunity for improvement and increased efficiency as lead project manager
  • Demonstrated proactive approach in addressing customer needs and detecting potential issues
  • Partnered with key stakeholders to elevate the customer experience within the Sussan loyalty program.
  • Successfully handled intricate inbound inquiries, swiftly resolving issues to safeguard the brand.
  • Consistently achieving and surpassing KPIs while ensuring timely completion of projects.
  • Managed communication strategies across multiple social media platforms

Global Franchise & Retail Specialist

LOVISA
Melbourne, VIC
05.2017 - 05.2018
  • Managed store budgets and instructed team on achieving daily sales targets
  • Optimized roster allocation for international franchisees
  • Championed a shared vision, driving marketing and sales to achieve core KPI's
  • Supported international stores by effectively communicating and flexibly adjusting working schedule
  • Directly communicated with franchisees located worldwide, leading weekly meetings and reporting progress to the Global GM
  • Drove improvements in customer satisfaction by identifying and resolving key franchisee risks, devising effective strategies through enhanced training programs and revised steps of service
  • Assisted in the recruitment of management structure by offering coaching, mentorship, and team development.
  • Ensured accurate implementation of weekly visual merchandise (VM) manual for all stores, incorporating 1000 new SKUs per week
  • Conducted new store openings, providing support, managing rosters, and coordinating with the warehouse to guarantee adequate stock for franchisees
  • Organized and directed local area marketing initiatives, tailored specifically to the store's needs

National Company Operations Manager

BOOST JUICE, RETAIL ZOO
Melbourne, VIC
05.2013 - 03.2017
  • Managed and supervised operations of 18 company-owned stores nationwide
  • Managed and optimized sales, labor, cost of goods, site locations, mystery shop, and OHS compliance metrics to achieve exceptional results above budget and exceed EBITDA targets.
  • Analyzed potential sites and delivered actionable insights on new store locations to support decision-making by the CFO
  • Managed communication and negotiations with landlords for both new leases and lease renewals
  • Managed the P&L's of company stores to consistently surpass EBITDA objectives
  • Managed recruitment, coached and mentored teams to enhance performance
  • Developed and mentored 3 company retail managers in their roles, with 19 direct reports
  • Facilitated seamless transfers during store openings and handovers for both franchisees and company stores
  • Developed comprehensive budgets for all stores across different timeframes. Continuously updated forecasts on a weekly basis to reflect changing financial needs
  • Implemented customized marketing strategies and promotions aligned with the specific demographic/geographic characteristics of the store

Franchise Business Consultant

BOOST JUICE, RETAIL ZOO
Melbourne, VIC
06.2012 - 05.2013
  • Managed and oversaw operations of a franchised network consisting of 26 stores spread across Victoria, Tasmania, and the NT
  • Supported and mentored franchise partners to enhance business growth while ensuring brand compliance
  • Enhanced store performance by establishing and nurturing relationships with individual franchise partners, tailored to their unique support requirements
  • Provided labour control advice and optimized rostering for maximum profitability
  • Developed business plans to enhance performance and foster collaborative partnerships with franchise partners
  • Conducted monthly meetings with franchise partners and/or their business managers to review results and look at opportunities
  • Provided support, guidance and assistance in navigating daily obstacles while offering suggestions for optimizing store operations
  • Built relationships to establish trust and confidence, ensuring compliance of franchise partners to protect the brand
  • Assisted in building strong teams through recruitment and ensuring training was executed in accordance to the training manual
  • Conducted monthly quality assurance audits to ensure store compliance with franchise expectations and food standards
  • Ensured high standard of customer service by hosting training nights and presenting at team meetings
  • Educated partners on completing and understanding P&L statements, while highlighting key business areas to prioritize on a monthly basis
  • Assisted franchise partners in executing monthly stock takes to ensure accurate cost of goods reporting

Franchisee - Multi Site

NEW ZEALAND NATURAL
Melbourne, VIC
03.2006 - 05.2012
  • Multi-site franchisee of two New Zealand Natural franchises
  • Maintained accurate records and reporting of labor and cost of goods for head office
  • Implemented efficient stock control and management strategies
  • Managed recruitment, ongoing training, and safety training for my employees
  • Implemented quality control measures and provided training on efficient ice cream scooping techniques to minimize waste
  • Ensured high standard of retail operations and compliance with company audits.
  • Managed all administrative responsibilities, including payroll, bank reconciliations, BAS filing, employee contract administration, and performance management.
  • Implemented interview questions and onboarding training to optimize team hiring process and foster team confidence

Skills

  • Customer Service
  • Staff recruitment
  • Business Administration
  • Visual Merchandising
  • Inventory Control
  • Staff Management
  • Operations Management
  • Store growth planning
  • Team Training
  • Quality Assurance
  • Budgeting and cost control
  • Team training and development

Timeline

Victorian Retail Manager

BEDSHED
07.2022 - Current

Store Operations & Customer Support

THE SUSSAN GROUP
01.2019 - 07.2022

Global Franchise & Retail Specialist

LOVISA
05.2017 - 05.2018

National Company Operations Manager

BOOST JUICE, RETAIL ZOO
05.2013 - 03.2017

Franchise Business Consultant

BOOST JUICE, RETAIL ZOO
06.2012 - 05.2013

Franchisee - Multi Site

NEW ZEALAND NATURAL
03.2006 - 05.2012

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Lealie Hart