Lucy Pan
Singapore
Summary
Experienced retail leader with 15+ years in B2C sales, team development, and operational excellence. Proven track record of driving revenue growth, optimizing store performance, and fostering high-performing teams. Expertise in cross-functional collaboration and delivering exceptional customer experiences.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Area Manager
The Closet Lover
08.2020 - Current
- Led 3 store operations, improving regional sales through targeted coaching and KPI optimization.
- Coach retail staffs, identify learning opportunities and devise employee development plans
- Be responsible for the work and performance of every member of the retail team
- Responsible for Retail Leadership team recruitment, talent selection, performance management, talent development and overall employee engagement
- Set compelling individual and team goals across all aspects of the business
- Accountable for sales reporting, weekly updates, customer profile reports and KPI analysis
- Work closely with founders and cross-functional departments to develop and execute the retail strategy for company
- Partner with cross-functional departments on creating a compelling in-store experience
- Support new store growth, working with cross-functional partners to lead the execution of new store opening process
Store Manager
URBAN REVIVO
10.2019 - 02.2020
- Responsible for new product and visual merchandising
- Driving sales plan by analysing product information and relevant data
- Strengthen the merchandising and promotional strategies to drive customer engagement and boost sales (10% increase in the last quarter)
- Align inventory processes with demand projections to maximize organizational and budget efficiency
- Supervise end-to-end stock management, including examining incoming inventory, merchandising shelves, and preventing shrinkage
- Mentor, coach and train sales associates, ensuring that sales associate can complete tasks independently
Brand and Product Manager
The Grand Whisky Collection
02.2019 - 08.2019
- Directed planning, budgeting, vendor selection and quality assurance efforts
- Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales
- Spearheaded collaborative efforts between Marketing Manager and Vendor Lead to bring latest products to market
- Review sales, customer concerns and new opportunities to drive strategy at weekly planning sessions
Assistant Store Manager
Coach
04.2018 - 02.2019
- Achieved $500k revenue per month per outlet
- Proactively identifying performance gaps and implementing process improvements
- Developed business strategies to raise our customers’ pool, expand store traffic and optimize profitability
- Meeting sales goals by training, motivating, mentoring and providing feedback to sales staff
- Ensuring high levels of customers satisfaction through excellent service
- Complete store administration and ensure compliance with policies and procedures
- Conduct personnel performance appraisals to assess training needs and build career paths
Sales Team Lead
DFS
07.2014 - 04.2018
- Lead a team of over 70 Sales Associates across DFS Consistently hit and exceeded sales goals
- Achieved S$6m revenue per month & always achieved monthly target as a Team Lead and grew sales
- Built strong client relationships and provided high value-adding services
- Developed and assigned monthly sales quotas to sales associates
- Planned client relationship cultivating events to promote growth, resulting in an expansion of clientele base
- Responsible for feedback and mentoring of associates to help achieve respective targets
- Work on a permanent rotation shift as required by the needs of the business Responsible for scorecards and metrics for rating and bonus calculations
- Manage team visibility on the shop floor for optimal staffing and floor coverage
- Function as a Subject Matter Expert on all product related queries
Sales Associate
DFS
07.2008 - 06.2014
- Delivered $12k each day
- Was the best performing associate for consecutive 2 years (and hence promoted to Team Lead eventually)
- Alerted customers to upcoming sales events and promotions
- Managed all customer relations issues in a gracious manner and in accordance with company policies
- Welcomed customers into the store and helped them locate items
- Educated customers about the brand to incite excitement about the company's mission and values
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Followed merchandising guidelines to present visually appealing displays
Education
Bachelor of Administration - Business Administration
Changzhou University
China07-2022
High School Diploma -
Beijing Foreign Studies University
09.2016 - 01.2019
Skills
Leadership: Team Coaching, Talent Development, Performance Management
Sales & Customer Service: Client Relationship Management, Revenue Growth, Customer Retention
Operations: Inventory Management, Visual Merchandising, KPI Analysis
Accomplishments
- Excellence in Service Award, DFS Stars, 11/01/15
- Extra Mile Award, Outstanding Service at Changi Airport, 05/01/15
- Extra Mile Award, Honesty Award at Changi Airport, 01/01/15
- Exceptional Success Story Award, DFS Stars, 06/01/14
- Service Award, DFS Group, 08/01/13
- Best of the Best Award (Highest Performance), DFS Group, 05/01/13
- Exceptional Success Story Award, DFS Stars, 08/01/12
- Best of the Best Award (Highest Performance), DFS Group, 04/01/12
Languages
English
Chinese
Timeline
Area Manager
The Closet Lover
08.2020 - Current
Store Manager
URBAN REVIVO
10.2019 - 02.2020
Brand and Product Manager
The Grand Whisky Collection
02.2019 - 08.2019
Assistant Store Manager
Coach
04.2018 - 02.2019
High School Diploma -
Beijing Foreign Studies University
09.2016 - 01.2019
Sales Team Lead
DFS
07.2014 - 04.2018
Sales Associate
DFS
07.2008 - 06.2014
Bachelor of Administration - Business Administration
Changzhou University
Similar Profiles
Glenda QuekGlenda Quek
Retail Sales Associate at The Closet LoverRetail Sales Associate at The Closet Lover
Marco Antonio Martinez MedinaMarco Antonio Martinez Medina
Seller at Sneaker LoverSeller at Sneaker Lover
MARIE MICHELMARIE MICHEL
Retail Store Manager at SHOE LOVER LLCRetail Store Manager at SHOE LOVER LLC