Summary
Overview
Work History
Education
Skills
LANGUAGES
Accomplishments
Timeline
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Yuna Kim

Summary

Vendor Manager with 6+ years of retail management experience, now focused on building partnerships and improving operations through tech-enabled solutions. Background in fashion marketing and luxury e-commerce with expertise managing diverse vendor relationships from BPOs to AI and tech partners. Experienced in end-to-end project management from scoping and vendor transitions to process optimization. Passionate about leveraging AI and automation to streamline workflows and create lasting business value.

Overview

12
12
years of professional experience

Work History

Specialist, Outsourcing

SSENSE
12.2023 - Current
  • Lead vendor management for BPO providers, AI vendors, and tech partners to drive operational efficiency
  • Manage end-to-end project lifecycle from scoping and vendor selection to implementation and performance tracking
  • Act as SME for automation projects, bridging CX and tech teams while translating business requirements into technical specs
  • Implement chatbot automation and IVR optimization that reduce response times and enhance self-service capabilities, including UAT testing, system integrations, and performance monitoring
  • Conduct vendor evaluations for AI and automation technologies, managing 8+ assessments and coordinating technical demos with stakeholders
  • Negotiate contracts and SLAs, ensuring favorable terms while maintaining quality standards and compliance
  • Drive automation initiatives and process documentation, creating business cases, SOPs, and standardized workflows that improve operational efficiency across customer service operations
  • Work with stakeholders and leadership to align vendor strategies with business goals

Senior Coordinator, Outsourcing

SSENSE
05.2023 - 12.2023
  • Managed CRM configurations and workflow optimization, including macro development and user integrations
  • Led QA initiatives for outsourced operations, implementing audit frameworks and performance scorecards
  • Created training materials for new processes and policy updates across outsourcing teams
  • Coordinated vendor onboarding/offboarding while managing relationship transitions and operational continuity
  • Analyzed CSAT and DSAT metrics to identify improvement opportunities and implement solutions

Visual Merchandising Manager

H&M
09.2018 - 09.2020
  • Created impactful visual presentations aligned with brand guidelines, driving customer engagement and sales growth
  • Developed and executed front-facing displays that highlighted key trends and promotions, resulting in measurable revenue increases
  • Trained and mentored team members on visual merchandising techniques, product knowledge, and display strategies
  • Analyzed sales performance data and implemented optimization strategies to improve visual merchandising effectiveness
  • Managed inventory flow and allocation processes, ensuring optimal stock levels and timely merchandise placement
  • Collaborated with district managers on innovative visual strategies that supported sales goals and enhanced customer experience

Store Manager

ALDO Group
03.2013 - 06.2017
  • Led high-performing retail team, consistently exceeding conversion and sales targets through strategic coaching and team development
  • Developed comprehensive training programs including product knowledge workshops and customer service best practices
  • Created visually appealing store environments that showcased latest trends and ensured brand standard compliance
  • Managed full store operations including scheduling, inventory management, and loss prevention while maintaining company policies
  • Implemented efficient inventory control processes, successfully passing audits for three consecutive years
  • Analyzed sales data and market trends to develop actionable strategies that drove consistent business growth

Education

Diploma - Fashion Marketing

Lasalle College
Montreal, QC
05-2014

Skills

  • Project Management
  • Vendor Relationship Management
  • Business Process Optimization
  • Performance Analytics
  • Quality Assurance
  • Data-driven decision making
  • AI & Automation Implementation
  • Contract Negotiation

LANGUAGES

Korean
Native or Bilingual
English
Native or Bilingual
French
Full Professional

Accomplishments

  • Led vendor transitions and automation implementations that improved workflow efficiency and reduced processing times
  • Built vendor evaluation frameworks that streamlined partner selection and contract negotiations
  • Implemented AI and chatbot solutions that enhanced customer self-service capabilities

Timeline

Specialist, Outsourcing

SSENSE
12.2023 - Current

Senior Coordinator, Outsourcing

SSENSE
05.2023 - 12.2023

Visual Merchandising Manager

H&M
09.2018 - 09.2020

Store Manager

ALDO Group
03.2013 - 06.2017

Diploma - Fashion Marketing

Lasalle College

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Yuna Kim