Ian Smith

Providing retail and service sales during Covid lockdowns.

During a frustrating time for consumers and retail employees, it was imperative to find innovative solutions. The customer disconnect created challenges at providing top-tier service and driving sales. Introducing Ikeono text service into Lightspeed allowed direct text communication with customers while processing payments via Stripe. The response time from customers requiring service work approval increased significantly. While allowing instant payment for special orders that may be necessary. In addition to being extremely efficient for the service department, it enabled sales staff to close deals remotely and capture chat log data under customer accounts.

• Checked in clients with sales and service appointments.
• Assessed drop-off service bikes. Providing estimates and upselling accessories.
• Prepared merchandise for sales floor by pricing or tagging.
• Website maintenance
• E-commerce order fulfillment
• Assisted implementation of Ikeono text service.

Working directly with the owners and Leaside GM to manage and lead a team of 9-13 sales staff for the largest bicycle retailer in the GTA. I was responsible for meeting sales targets, providing team management/training, and providing fit services at the company's top-performing Leaside property.

• Top-producing sales team member
• Increased sales revenue 16% from the year prior in 17/18 despite a down-season industry-wide. 9% increase in 18/19.
• Increased Fit Department revenue 54% 17/18
• Implemented sales procedures and targets focused on increasing high-margin accessory sales.
• Sales lead at annual bike shows. I was managing and assisting staff from all locations in order to meet and exceed sales goals.
• Provided fit services for Morning Glory, Les Domestiques, and Real Deal Racing club members.
• Provided UCI legal fits for athlete ambassadors.
• Key holder for opening and closing procedure
• Responsible for opening and closing cash with nightly safe deposits.

Giant Bicycles first branded retail store in Ontario. The world's largest bike manufacturer. I was brought in year 2 with a focus on growing the road market and creating a fit department. Working directly with the store owners and Giant Canada to maintain the brands’ core messaging. The Road bike category grew 119% 15/16 and 26% 16/17. Making it the largest Giant road bike dealer in Canada. Offering expert fit services equipped to deal with Giant ISP seat posts.

• Grew to largest Giant road bike dealer in Canada.
• Top producing sales team member
• Gross revenue increased 46% 15/16
• Bike bookings, inventory management and special orders
• P&A bookings, inventory management and special orders
• Merchandising
• Monitored inventory levels and kept adequate stock in product displays on sales floor.
• Inspected merchandise for quality and arranged proper display location on floor.
• Collaborated with Giant Canada to devise store layouts and establish aesthetic appeal.
• Responsible for opening and closing cash with nightly safe deposits.
• Fit Services

Gears Bike Shop is the largest bicycle retailer in the GTA with 3 locations. Main duties were sales, customer service & cash. I quickly became the top producing sales associate at the companies top-performing Leaside location. Looking to expand my knowledge and expertise lead me to an interest in bike fit. The company supported my interest as I completed my Specialized SBCU masters fit certification.

• Top producing sales team member
• Completed Specialized SBCU Masters Fit Certification.
• Guru DFU Fit Certified. Custom bike frames built around fit.
• Sales lead at annual bike shows. Managing and assisting staff from all locations in order to meet and exceed sales goals.
• Helped customers locate products and checked store system for merchandise at other sites.
• Merchandising
• Prepared merchandise for sales floor by pricing or tagging.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Cash duties
• Fit services

Assisting the Spa Director with day to day management and guest services for a boutique 4-star Hotel Spa. Main duties involved coordinating daily schedule, checking in guests, product sales and overall property upkeep. Providing discreet appointments and privacy for VIP hotel guests using spa facilities.

• Concierge service
• VIP guest services
• Luxury cosmetic sales
• Product merchandising
• Staff and client scheduling
• Key holder for open and closing procedures.
• Responsible for opening and closing cash with nightly safe deposits.

A third party reseller of services and gift certificates for the luxury spa and salon industry online. I was responsible for acquiring and servicing the contracts necessary to launch and populate the site. 35 contracts in the Toronto market were acquired for launch in early 2004. Expanded the product offering to 80+ contracts by year-end 2004. Relocated to New York in the 2005 2nd quarter to finalize New York expansion. Acquired large national accounts such as Estee Lauder, Elizabeth Arden and Hyatt Hotels which opened doors for further expansion into the Los Angeles market.

• Account Management
• Sales Procedure Design and Implementation
• Cold-Call Lead Generation
• CRM integration
• On-site meetings with clients
• Site design and usability input
• Worked with TAXI Media company for branding and advertising campaigns.
• Wayspa.com was evaluated at 4.1 million year-end 2006.