PETRICE WINDLEY
Doncaster,VIC
Summary
Experienced senior leader with 18 years in the Retail sector across Australia and New Zealand. Demonstrated success in delivering exceptional customer and brand experiences. Effective leader skilled in mentoring and developing individuals to reach their full potential, fostering a positive work environment. Passionate retailer driven to achieve financial and non-financial KPIs, manage efficient operations, and create memorable customer interactions. Recognizes the value of adaptability and continuous learning for ongoing success in Retail leadership roles.
Overview
15
15
years of professional experience
Work History
Head of Customer Experience & Training - Retail
PVH Brands / TOMMY HILFIGER & Calvin Klein
12.2022 - 12.2023
- Collaborated with key D2C stakeholders to evaluate and delivery the customer service strategy right for Brand and Channel
- Worked closely with Retail Leaders and store managers to create and rollout CX initiatives and programs across a fleet of 75 retail sites - full price, concession, outlet
- Projects delivered successfully included: Brand bespoke sales training programs, learning management system and KEPLER Analytics (retail analytics, KPI's, foot traffic data, customer journey mapping)
- Managed control of wage budgets for the store network, working collaboratively with the commercial and operations team to ensure the optimisation of wages resources, whilst implementing efficient and compliant rostering
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns trending in brand and site specific locations
- Supported customer service improvements with detailed feedback analysis.
- Evaluated customer needs and feedback to drive service improvements.
- Evaluated staff performance and recommend coaching to address inefficiencies.
National Retail Operations Manager
True Alliance
07.2014 - 12.2022
- Company Overview: Lacoste, The North Face, UGG, Ben Sherman, Speedo, Rockport, Nautical, Lee, Wrangler
- Directly supported the Group GM of Retail to deliver sale performance and profitability of the store fleet of 65, drive a customer centric culture, with a high focus efficient operations and compliance across the business
- Provided leadership to 6 Regional Managers/350 team members across 65 stores
- Continuous development of the leadership team skill and understanding of commercial acumen
- Develop, implement, and maintain operational process and procedure and high adherence to workplace WHS/Risk Management
- Manage & maintain operational accuracy & excellence
- Support retail leaders to uphold Brand standards, build brand ambassadors
- Wages management and control, Roster modelling
- Work collaboratively with HR team on People Management and development
- Lead People & Culture Initiative in collaboration with HR team
- Succession plan with leadership team to find high performers and future leaders
- Project manage & implement new systems – Time & Attendance platform, Sales Training, Traffic & KPI data analysis platform
- Partnered with key stakeholders to develop annual and quarter plans and budgets.
- Comprehensive knowledge of General Award legislation / Fair Work Guidelines
State Manager VIC/NZ
True Alliance
07.2008 - 06.2014
- As State Manager I was responsible for the achievement of group sale budget, profitability and brand objectives for 30 stores, whilst delivering high level of customer service and maintaining operational excellence
- During this time I lead Victoria and NZ through a rapid expansion phase of the business, recruiting and training teams to support the opening of 24 new stores
- Sales + KPI analysis to drive performance, identify team training and coaching opportunities
- Weekly/Monthly Reporting on sales performance to key stakeholders
- Work collaboratively with brand stakeholders and shared services to ensure delivery of exceptional Brand experience and Operational excellence
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Operations leaders to develop a high performing sales team
- Wage Budget Management
- Provided ongoing training and development opportunities for staff members, fostering a culture of continuous learning and growth.
Skills
- Customer Experience Delivery
- Drive Sales Performance
- Budget Management
- Strategic Planning
- Driving business growth
- Store operations
- Stakeholder Management
- Team training/development
- Performance improvement
- Operations management
- Relationship building
Accomplishments
- REACHing your potential Coaching & Mentoring Course
- Destination Inspiration – Customer Excellence / Team Building Course
- Mental Health First Aid
Timeline
Head of Customer Experience & Training - Retail
PVH Brands / TOMMY HILFIGER & Calvin Klein
12.2022 - 12.2023
National Retail Operations Manager
True Alliance
07.2014 - 12.2022
State Manager VIC/NZ
True Alliance
07.2008 - 06.2014
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