SHANMUGAPRIYA MOHAN

● Store Experience Leadership: As the Store Experience Pillar Lead at Nike’s flagship store in Orchard 268, I am responsible for enhancing the overall customer experience, ensuring that every touchpoint—from product displays to service interactions—aligns with Nike’s brand ethos. My role requires a meticulous focus on optimizing the store's layout, visual merchandising, and in-store customer journey to reflect the brand's innovation, energy, and lifestyle approach. I spearhead initiatives to make the shopping experience more immersive and customer-centric, ensuring that each visit to the flagship store is memorable and impactful.

● Store Opening Contribution: Played a pivotal role in the successful launch of Nike’s flagship store in January 2024. Collaborated with cross-functional teams across operations, marketing, and design to ensure a smooth opening, aligning store operations with global Nike standards. This included assisting with the strategic placement of products, coordinating visual merchandising plans, and contributing to the development of the store's launch marketing strategy. My contributions helped establish Orchard 268 as Nike's premier location in Singapore, enhancing its visibility and reputation.

● Women's Department Management: Currently manage the Women's Department, overseeing product selection, stock management, and sales performance. I am responsible for curating a product mix that resonates with female customers, using market insights and trend analyses to anticipate demand and adjust inventory accordingly. My role involves driving KPIs such as conversion rates, average transaction values, and units per transaction while maintaining a high level of customer service.

● Team Leadership & Development: Lead and mentor a team of sales associates, providing ongoing training and development to ensure they are well-versed in product knowledge, brand history, and customer service excellence. I regularly conduct coaching sessions, focusing on sales techniques, customer engagement, and personal growth, which has resulted in a more confident, knowledgeable, and customer-focused team. I also implement performance tracking and feedback systems to ensure continuous improvement within the team.

● Sales Strategy & Execution: Develop and implement sales strategies aimed at increasing revenue in the Women's Department. This includes analyzing sales data, understanding customer preferences, and launching targeted promotions and in-store activations. I actively contribute to Nike’s goal of empowering women through sports and fitness, aligning sales strategies with campaigns such as "Move to Zero" and other sustainability initiatives. By cultivating an inspiring shopping environment, I have driven significant growth in the women's category, consistently exceeding sales targets.

● Community Engagement & Brand Building: Actively foster community engagement through in-store events and partnerships with local fitness influencers and athletes. I have led initiatives to integrate the Nike community with store activities, such as workout sessions, product launches, and educational workshops. These efforts not only build brand loyalty but also create a sense of community among Nike’s female customers.

● Operational Excellence & Inventory Management: Oversee day-to-day operations of the Women’s Department, including managing stock levels and ensuring inventory accuracy. I work closely with the inventory team to streamline product replenishment, avoid stockouts, and maximize sales opportunities. My operational focus ensures that the department runs smoothly and that customers have access to the latest products.

● Sales Leadership: Consistently exceeded sales targets through strategic upselling and a customer-first approach. Led the team to achieve record-breaking sales during peak seasons, significantly contributing to overall revenue growth.

● Team Development & Coaching: Trained and mentored new team members to improve product knowledge and sales techniques. Developed training programs that boosted team performance and productivity.

● Guest Experience & Community Building: Created a welcoming store environment and organized community events, fostering strong brand loyalty and an exceptional customer experience.

● Visual Merchandising & Store Presentation: Curated visually appealing store displays that aligned with brand standards and customer preferences, ensuring an inviting shopping atmosphere.

● Inventory Management: Monitored and managed inventory levels, reducing discrepancies and maximizing sales opportunities through efficient stock replenishment.

● Cross-functional Collaboration: Worked closely with marketing and other departments to execute initiatives, fostering a culture of open communication and continuous improvement.

● Health & Safety Compliance: Implemented safety protocols and managed health and safety measures, particularly during the COVID-19 pandemic.

● Conducted swab operations and infection control in various settings, including foreign

worker dormitories.

● Collected and labeled specimens for testing, ensuring proper infection control

protocols were followed.

● Set up the first KVD shop-in-shop worldwide, building brand awareness and a loyal

customer base.

● Demonstrated makeup techniques and educated customers, collaborating with the

sales and education departments to drive business.

● Conducted in-store training for Sephora staff, participated in Sephora

● Performed custom and flash makeovers while linking and cross-selling products

based on customer needs and Sephora's KPIs.

● Built a CRM network by encouraging customers to sign up for loyalty programs.

● Managed stock levels and visual merchandising for specific brands.

● Delivered high standards of customer service, educating customers on product use

based on their needs.

● Participated in collection launches and trend days, staying up-to-date on product

knowledge and industry trends.

• Provided professional makeup services for various clients.

● Conducted surveys with departing customers at Changi Airport, creating reports to

address service improvements.

● Maintained a database of monthly quotas and feedback, tracking progress in airport

standards.