Carolyn Haynes

Experience

• 

  Downtown Crystal Lake Get Around Guide

  Jan 2010 - Jan 2014

  Freelance Writer

  Featured Business Article written monthly for daily publication with circulation of 40,000.Interview business owners and represent businesses in an engaging and succinct article, capturing the essence of both the business and Downtown Crystal Lake community and edit for length and content.

• 

  Lush Fresh Handmade Cosmetics North America

  Nov 2010 - Jan 2019

  -Represented North American business as a Subject Matter Expert for Christmas 2018 with the Creative, Buying and Forecasting teams in the UK. I saw early version of product and contributed to gift content development, forecasting and creative copy.-Delivered a session at the 2019 Manager’s Meeting on “Creating Connections.” -Created and executed a Driving Sales training session for Assistant Managers in my market.-Selected for a focus group on training at Lush and discussed gaps in training materials offered and what stores needed from the Training Team.-Lead the highest volume flagship location in the Midwest with a team of 50 employees.-Dual store manager for 3 months.-Mentored and developed multiple managers in the market, building a talent pipeline for the region.-Improved scores on internal brand and operational standards report by 20% in 3 store locations.-Coordinated large-scale operations and improved processes, used business acumen to drive profitability.-Constant coaching, motivation, and creating an inclusive environment for the team and customers.-Combined strategic planning with expert delegation and accountability. Voir moins -Increased sales growth and customer conversion consistently over prior year, maintained controllable profit percentage -Delivered 1.8M in sales FY16 and FY17-Transitioned team into a cohesive unit, focusing on engagement, communication, coaching and solution-based problem solving-Recruited new talent, onboarded and trained new team members, networked with area businesses to recruit talent-Aligned store standards with company standards, increasing reliance on tools and metrics for brand representation, visual standards, leadership training and operations policy and procedure-Developed Operations Specialists to maintain inventory, investigate inventory variances and create sustainable systems to reduce shrink-Created a sustainable system of stock movement through a high volume location within a small premise-Executed training and development of team through the rollout of continued new product and campaign launches, delegation, and continued accountability-Improved customer experience by supporting customer interactions, increasing staff awareness of the customer perspective and spatial awareness in a small, high-volume space and using training tools, training role-play demonstrations, and in-the-moment coaching-Hired and developed an internal MIT through the MIT Development program, and promoted an MIT to a Manager role after 9 months of development Voir moins

  • Flagship Store Manager

    Jan 2019 - Jan 2019

  • Manager, Southport Avenue

    Jan 2017 - Jan 2019

  • Manager, Westlake Center

    Jan 2015 - Jan 2017

  • Regional Sustainability Steward

    Sept 2014 - Jan 2016

  • Manager In Training

    Jan 2013 - Jan 2015

  • Senior Floor Leader

    Nov 2010 - Jan 2013
• 

  Daily Harvest

  Jan 2020 - Sept 2022

  -Owned the opening Daily Harvest's first store, translating an online direct-to-consumer experience onto a physical platform. -Store achieved Average Sale of $18.96 (6-month average,) beating a target by 20%.-Store achieved UPT of 2.4 (6-month average,) beating target by 14%.-Built out training, resources, and policies for hourly, customer-facing team members. -Hired, trained and onboarded 15+ core team members; developed and delivered targeted training for agency staff for various popups. -Contributed to the strategic and long-term goals of the project and built out KPIs, metrics and reports to measure success and impact on business with Data Analytics, Finance, and Executive team. -Mapped and tested a new store concept combining food service, brand immersion, and customer connection. Implemented testing framework complete with metrics to track impact of new initiatives and recommend improvements.-Responsible for coordinating all retail operations, establishing and refining processes. -Supported marketing events and pop-ups in Chicago and Los Angeles, managing multiple business units simultaneously. -Demonstrated resilience as part of setting up a completely new function, in addition to the impact of Covid-19 on the food/retail industry. Voir moins -Lead team to 95%+ CSAT as a Care Manager, outperforming department average. -Regularly lead the department in QA scores, maintaining an average of 82% or higher throughout tenure.-Awarded for top team performance 2 quarters in a row (out of 4.)-Introduced 2 new internal communication channels and a workflow training resource for care team associates, and compiled best practices and standards for manager training as part of a Productivity Taskforce within 1st quarter of joining the team. These resources are still in use today as core communication channels. -Conducted an assessment of onboarding content and skill gaps, updated training content to address pain points proactively and increase efficiency and quality metrics and decrease ramp-up time for associates coming out of training.-Launched “Virtual Taste Guide” sessions to increase customer LTV, a video consultation format for new customers. I managed the project launch, including training, scheduling and content, designed the Quality Assurance process and determined KPIs for the project. This continues to be a high-impact initiative driving customer retention and average spend for Daily Harvest.-Transitioned from Retail Management into remote CX team management and maintained excellent performance metrics while managing continually shifting priorities. Developed multiple team members toward internal promotion.-Produced and managed an in-person customer experience popup and development of brick and mortar strategy while simultaneously managing my CX team. Voir moins

  • Manager - New Markets, Retail

    Jan 2021 - Sept 2022

  • Customer Care Manager

    Jan 2020 - Jan 2021

  • Store Manager

    Jan 2020 - Jan 2020
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  Transcend Creative Group

  Jan 2023 - now

  Implementation of new eCommerce tools for the Ford Model e program, supporting 50 stores in the Midwest region. Support includes training, workshop facilitation, action planning, troubleshooting and leadership development. Support, motivate and coach dealership teams on the Guest Experience for Electric Vehicles, piloting a new CX initiative for Ford.

  • Luxury CX Consultant and Facilitator, Lincoln Institute

    Jan 2024 - now

  • Ford Model e Purchase Success (eCommerce) Coach

    Jan 2024 - Sept 2024

  • Ford Model e CX In Dealership Coach

    Jan 2023 - Jan 2023