Nicole Sertl
Toronto,Canada
Summary
Accomplished luxury retail executive with more than 20 years of progressive leadership experience across flagship stores, multi-unit operations, client development, talent management, and business transformation. Proven success leading regional initiatives, driving sales growth, improving operational performance, building high-performing teams, and delivering exceptional client experiences. Recognized for developing future leaders, executing corporate strategies, and strengthening customer loyalty across leading luxury brands.
Overview
11
11
years of professional experience
Work History
General Manager
Burberry
Toronto, Canada
01.2023 - Current
- Serve as Store Director responsible for overall leadership, business performance, and operational excellence across two luxury retail locations.
- Oversee full P&L accountability including sales performance, profitability, payroll, and expense management.
- Drive strategic business growth through commercial leadership, client development, and execution of corporate initiatives.
- Lead, coach, and develop store leadership teams and frontline staff to deliver exceptional client experiences.
- Ensure consistent achievement of sales targets, KPIs, and service standards across both locations.
- Build and execute clienteling strategies to strengthen acquisition, retention, and long-term loyalty.
- Manage workforce planning, succession planning, recruitment, and talent development across both stores.
- Partner with corporate, merchandising, and marketing teams to execute brand initiatives and increase market share.
- Identify business opportunities across both locations to maximize productivity and revenue growth.
- Foster a high-performance culture focused on accountability, service excellence.
Client Development Director Canada
Moncler Canada
01.2022 - 01.2023
- Oversaw client development and CRM performance across six Canadian locations.
- Partnered with store leaders to drive sales growth and customer retention.
- Delivered training programs focused on clienteling, luxury selling, and CRM utilization.
- Collaborated with concession partners to strengthen brand awareness and sales performance.
- Supported implementation of clienteling applications across Canadian and U.S. markets.
- Analyzed KPI performance and developed action plans to improve results.
- Worked closely with leadership teams to increase customer engagement and loyalty.
- Drove adoption of best practices in client development and relationship management.
Client Development Manager / Personal Shopping Director / Department Manager
Saks Fifth Avenue
Toronto, Canada
01.2018 - 01.2022
- Led client development initiatives supporting luxury retail operations across multiple departments.
- Developed and managed several million-dollar client portfolios.
- Recruited, trained, and mentored more than 25 associates and emerging leaders.
- Increased customer retention through strategic relationship-building programs.
- Drove adoption of CRM tools and clienteling strategies.
- Managed top client portfolios across multiple Canadian locations.
- Identified growth opportunities through market analysis and customer insights.
- Delivered product knowledge and sales training programs to teams and personal shoppers.
- Supported operational excellence and revenue growth across luxury categories.
Store Director
HR2 / Holt Renfrew
Vaughan, Canada
01.2015 - 01.2018
- Directed all aspects of store operations, financial performance, and customer experience.
- Led a team of 6 Department Managers and more than 25 Client Advisors.
- Drove year-over-year business growth through strategic planning and operational excellence.
- Increased store productivity through sales coaching, accountability, and performance management.
- Developed and implemented business strategies that improved revenue and profitability.
- Managed payroll, scheduling, and operating budgets while maintaining financial targets.
- Built a culture focused on luxury service, client retention, and team engagement.
- Developed future leaders through coaching, mentorship, and succession planning.
- Partnered with corporate teams to execute merchandising, marketing, and customer experience initiatives.
- Strengthened customer loyalty and repeat business through elevated service standards.
Education
Business & Management -
Humber College
Principles & Practices -
Insurance Institute
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- CRM Platforms
- Clienteling Applications
- Retail Analytics & Reporting
- Workforce Management Systems
Core Leadership Expertise
- Multi-Unit Leadership
- P&L Management
- Strategic Planning
- CRM & Clienteling
- Talent Development
- Succession Planning
- Change Management
- Performance Management
- Budget Oversight
- Luxury Retail Operations
- Business Analytics
- Team Building & Coaching
Timeline
General Manager
Burberry
01.2023 - Current
Client Development Director Canada
Moncler Canada
01.2022 - 01.2023
Client Development Manager / Personal Shopping Director / Department Manager
Saks Fifth Avenue
01.2018 - 01.2022
Store Director
HR2 / Holt Renfrew
01.2015 - 01.2018
Business & Management -
Humber College
Principles & Practices -
Insurance Institute