Michelle Sew Gaik Ming

Work alongside and support Commercial Sales Manager to :

• Achieve retail sales and operational efficiencies, through building necessary capabilities across all

doors within Singapore Isetan Department Stores, Tangs Department Stores, Jo Malone Free Standing Store , MAC Bugis Free

Standing Store, Beautique at Jewel, MAC NEX and Boutique.

• Provide recruitment, in-store coaching and development support to retail staff and retail managers.

• Ensure launches and visual merchandising are executed with excellence, sound product knowledge

through digital learning follow up, allows for client journey evolution through recruitment and retention of client base, and efficient counter operational procedures on an ongoing basis.

• Partner with education to reinforce and embed ley learnings, as necessary.

• Ensure cross brand collaboration and upholds ELC Corporate view across the relevant Brand cluster.

• Training for new Part Timers for MAC Pop Up on products knowledge and the best practices in customer service

• Negotiated favorable contract terms with suppliers and clients, reducing operational costs and increasing profitability.
• Strengthened client relationships through regular communication, ensuring high levels of satisfaction and repeat business.
• Facilitated productive negotiations between stakeholders during complex deal structuring processes, ensuring mutually beneficial outcomes for all parties involved.
• Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
• Collaborated with upper management to implement continuous improvements and exceed team goals.
• Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.

• Developed and executed successful seasonal sales events designed to generate excitement among customers, resulting in higher foot traffic and increased revenue.
• Oversaw visual merchandising efforts, creating appealing displays that showcased products effectively and drove sales growth.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Completed daily paperwork and computer entry of sales data as established by management.
• Trained and developed new employees for ease of transition into team.
• Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
• Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
• Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
• Educated staff on strategies for handling difficult customers and challenging situations.
• Exhibited excellent people skills during interaction with employees and customers.
• Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
• Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
• Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.
• Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
• Managed inventory control, ensuring optimal stock levels for in-demand products and reducing excess merchandise.
• Led a team of retail associates to achieve sales targets and deliver outstanding customer experiences.
• Achieved monthly performance goals by setting clear objectives for employees while providing regular progress updates during team meetings.
• Prioritized excellent customer service through continuous monitoring of employee interactions with shoppers.
• Trained newly hired sales team in upselling techniques.
• Analyzed sales data to identify trends, adjust inventory levels accordingly, and maximize revenue opportunities.
• Coordinated special events such as holiday promotions or clearance sales to drive additional business.
• Developed staff training programs that resulted in improved product knowledge and enhanced selling skills.
• Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Increased store revenue by implementing effective sales strategies and training staff on customer engagement techniques.
• Optimized staff scheduling, balancing workload and operational needs to maximize efficiency.
• Led by example, demonstrating exemplary customer service and sales techniques on shop floor.
• Revamped product displays to enhance visual appeal and stimulate interest.
• Boosted team morale and productivity by implementing staff recognition program that acknowledged outstanding customer service.
• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.

• The role encompassed coaching new artists and tenure artist on Customer Service and
• Product Knowledge to ensure KPI given by the Senior Retail Manager were met
• Giving a proper coaching to individual staff base on their learning and communicating style that able to maximise their potential and capabilities
• Managing stocks for the store base on monthly mechanics and practise FIFO for store level
• Analysed sales and conversion data by using Shopper Trak by leveraging the traffic insights to improve operational performance
• Identify areas of opportunity to maximize conversion plans to reach brand’s target
• Within 1-year, my store was performing +35% for conversion and sales +15% vs plan target (Post Covid)
• Managed and perform monthly inventory count at store level to ensure no missed opportunities and this was done through proper planning closely with Senior Retail Manager on the mechanics of sell thru of each New Launch stocks and slow-moving products
• Kickstarted first Home Concierge since Circuit Breaker to ensure all customers to have their makeup replenish during the Circuit Breaker situation
• Ensured visual merchandising at store meets GTM regional guidelines and conducted briefing to the team

• Support, modal and enhance all selling and support behaviours to ensure a seamless customer experience
• Highly motivate and coach associates around company standards and goals
• Recruit talent to the company and further develop talent from within
• Plan floor sets to effectively impact and optimize category results
• Communicate category results, opportunities and goals to management team
• Analyse customer experience reports and take action to ensure a customer-centric culture
• Create awareness and build capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink (loss).
• Collaborated with cross-functional teams to develop promotional campaigns that effectively increased category awareness and sales growth.
• Managed a diverse portfolio of products, ensuring optimal mix between high-margin items and cost-effective options for customers.

Work alongside and support Commercial Sales Manager to :

• Achieve retail sales and operational efficiencies, through building necessary capabilities across all

doors within Singapore Isetan Department Stores, Jo Malone Free Standing Store and MAC Bugis Free

Standing Store.

• Provide recruitment, in-store coaching and development support to retail staff and retail managers.

• Ensure launches and visual merchandising are executed with excellence, sound product knowledge

through digital learning follow up, allows for client journey evolution through recruitment and retention of client base, and efficient counter operational procedures on an ongoing basis.

• Partner with education to reinforce and embed ley learnings, as necessary.

• Ensure cross brand collaboration and upholds ELC Corporate view across the relevant Brand cluster.

• Training for new Part Timers for MAC Pop Up on products knowledge and the best practices in customer service