MICHELLE OTTO
Calgary,AB
Summary
Store Director | 5+ Years of leading teams to their full potential | Business development | 500 hour Yoga teacher trainer student | Beauty and lifestyle
Overview
13
13
years of professional experience
1
1
Certification
Work History
ASSISTANT STORE MANAGER
Sephora
04.2023 - Current
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Analyzed customer feedback and implemented strategies to improve customer experience.
STORE DIRECTOR
Sephora
07.2022 - Current
- Store's Budget and Business Results, sales and payroll drove store results
- Monitor daily, weekly, monthly sales results Managed and measured the effectiveness of business strategies
- Adjusted game plan as needed
- Achieve store’s sales plans and operating profits while maintaining expenses
- Develop strategies to grow business, leveraging the customer loyalty program, events, product knowledge and services
- Human Resources Maintained optimum store staffing levels to deliver an exceptional client experience while adhering to budgetary goals
- Recruit, interview, and hire for all positions according to business needs
- Trained, coached, delegated to, supervise and motivate Assistant Managers and Supervisors to develop their leadership and business skills
- Ensure a coaching culture is present that includes timely acknowledgement of successes, and feedback on opportunities
- Ensure all team members receive quarterly development meetings and plans
- Merchandising and Operations Conduct inventories on a timely basis and maintain updated inventory records
- Communicate inventory issues/concerns to the District Manager and key stakeholders
- Make strategic and innovative merchandising decisions in accordance with Sephora’s concepts when necessary, to grow the business.
TALENT AND BUSINESS OPERATIONS MANAGER
Sephora
04.2021 - 07.2022
- Recruiting and hiring
- Conducting interviews for key positions
- Training & Development
- Manage all training-related functions within the store
- In conjunction with the
- Store Director and Education partners to develop and execute the stores on-going training strategy
- Performance Assessment & Development
- Write and deliver annual performance reviews for direct reports in a complete and timely manner, as well as oversee the process for the entire store
- Participate in the management of all performance management situations within the team
- Ensure timely feedback for improvement is delivered and followed up on as necessary
- Lead the operations of the store
- Ensure execution of all operations-focused processes for the store and that all are completed per company standard
- Manage inventory of the store
- This includes shipping, receiving, returning merchandise, cycle counting and ensuring that all processes are completed within company guidelines and timeframes
- Overseeing the stores sales performance, staffing and payroll as well as all other controllable expenses within the store.
SERVICES MANAGER
Sephora
08.2017 - 04.2021
- Training & Development
- Oversee team training for all new hires as well as for existing team
- Facilitate
- Welcome to Sephora and Sephora 101 training sessions whenever possible
- Ensure the timely response to all client feedback for the store
- Action all client- related issues/feedback from Sephora’s client feedback tool (Medallia), the client service hotline or through direct feedback from clients
- Regularly act as the Director in Charge (DIC) within the store
- Engage with cast and clients on-stage whenever possible
- Communicate team hiring needs to the Talent & Business Operations leaders and participate in the hiring process for all roles on my team
- Manage the interviewing/hiring process for all direct reports
- Support the store’s hiring needs as needed
- Utilize the My Sephora Career (MSC) system as needed to source, select and hire candidates
- Collaborated with talent and operations manager to ensure shop remains profitable by managing PNL reporting
- Scheduling efficiently to maintain store goals and come in line with payroll budgets.
ASSISTANT MANAGER
Lush Fresh Handmade Cosmetics
08.2015 - 03.2017
- Assisted with recruitment and training of new staff
- Addressed customer inquiries and resolved complaints
- Handled weekly schedules according to payroll policies
- Delivered excellent customer service by greeting and assisting each customer
- Stocked and restocked inventory when shipments were received
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts
- Determined staff promotions and demotions and terminated employees when necessary
- Promoted to management after only seven months of employment, due to exceptional performance.
ASSISTANT MANAGER
Long Street Boutique
01.2011 - 01.2012
- Assisted the store manager in daily operation of the store Took responsibility of keeping store clean and uncluttered by managing team of sweepers and cleaners
- Received, checked and shelved all merchandise products
- Assisted manager in placing purchase orders and managing inventory
- Completed daily registering and store open/close functions.
Education
500 Hour Yoga Teacher Training
Passage Yoga
Calgary03.2023
DIPLOMA - Make Up Artistry And Special Effects
THE MAKE-UP ISSUE
Cape Town12.2011
GRADE 12 -
FAIRMONT HIGH SCHOOL
Cape Town2009
Skills
- Microsoft Office
- Employee Scheduling
- Staff Management
- Financial Management
- Supply Chain Management
- Customer Service
Certification
- Certified Be there certificate - Mental health leadership course by Jack org
- First aid certification Expiring 2026
hiking
I love nature and being outdoors, decompressing from work and the hustle bustle of my day to day life.
Timeline
ASSISTANT STORE MANAGER
Sephora
04.2023 - Current
STORE DIRECTOR
Sephora
07.2022 - Current
TALENT AND BUSINESS OPERATIONS MANAGER
Sephora
04.2021 - 07.2022
SERVICES MANAGER
Sephora
08.2017 - 04.2021
ASSISTANT MANAGER
Lush Fresh Handmade Cosmetics
08.2015 - 03.2017
ASSISTANT MANAGER
Long Street Boutique
01.2011 - 01.2012
500 Hour Yoga Teacher Training
Passage Yoga
DIPLOMA - Make Up Artistry And Special Effects
THE MAKE-UP ISSUE
GRADE 12 -
FAIRMONT HIGH SCHOOL
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