Welcome to my portfolio site
Expert in Retail / Showroom / Product management & Retail Training & Compliances
More then 10 years experience in retail management role.
My Retail Story
Entry Level in Retail ..
Work in retail, sales floor kind of fun experience as well as it is another way of interacting with many people. As a person I would love to talk and share ideas with people and like to know their ideology. It was in 2009 (Age 21) When first I started my career as sales person at ODEL PVT LTD. During my Frist one month I have realized that Sales and marketing, Customer service is a vast subject to learn also I knew there are more opportunity in this industry which will open new doors for my career. In my one-year work with ODEL I have managed to accomplished Many highest sales transactions and achieved employee of the month. Consecutively achieved Department targets. I am glade to say my Line managers and supervisors always there to train me and guide me through this journey, they were friendly and very supportive leaders.
Recap from Story
Summaries Work Experience
2009- ODEL PVT LTD [ As a Sales Executive ] Sri Lanka
2010- MH Alshaya Co. L.L.C [ As sales Assistant to Assistant Store Manager ] United Arab Emirates
2016- Al-Futtaim Group of companies [ Team Leader / Assistant Store manager ] United Arab Emirates
2018 - Miniso Lanka [ As Senior Showroom Manager ] Sri Lanka
2020 - Wonder Ceylon Group Of Company [ As E-commerce Manager / Product Manager ] Sri Lanka
2021- LOVI Ceylon [ As a Retail Manager ] Sri Lanka
2022 - GodWit Pacific PVT LIMITED [ As Retail / Warehouse Manager ] Papu New Gueania
As a showroom manager, retail manager these are my priorities , which I mostly concerned with .
I believe covering up below major points will help anyone to success as a Showroom Manager in retail Industry
My Retail Key Priorities
• Training & Development [ People Management ]
Frist thing first, based on my experience, I believe having effective team is more important than Visuals, SOP, or any other indicators. People training and development is the main key tool which I would love to concern as best tool in any retail store. I always give more attention and concern to evaluates my team, by coaching and on the floor training. Having effective team can be benefit to increase sales and keep store in high standard and eventually meet the company expectations.
• Service Standards [ Customer Service ]
Second tool is maintaining high standard customer service and after service. Being proactive and having effective and active listening we can provide best service to all clients. Nevertheless, second tool always related to my first key tool, high standard customer service can be providing by enhancing team training and development only.
• Product Presentations [ Showroom Standard ]
Third key tool is Store Standard and product merchandising – Visual Impact play major role in store. As we know Good product presentation is always silent salesman. Hassle less product presentation will help customers to choose right products and at right place. Additionally, maintaining showroom as per brand expectations and implementing creative visuals seems not easy task, especially if there are many shop visitors. But, having knowledge able staff this challenge can overcome.
• Administration
Forth my concerned key tool is Admin work. In order to be successful in manager role, I always keep my back office work up to date. Doing things on the same day, help me to get rid of having pending works. Mostly as a habit I always listing TTD [ Things to Do] it makes me to track down pending and complete the task.
Responsibilities In Different Job Roles
As sales executive
Being a Sales Executive, main key competencies are driving and navigating sales flow by providing excellent customer service. Secondly maintain attractive Visuals which suitable for current seasons as well as maintain visuals throughout the trading hours. Thirdly maintain housekeeping, provide enjoyable shopping experience which is clean and neat floor and dust free product presentation. Working abroad as sales executive and working Locally as sales executive are not the same. There are much more priorities and competencies I had cover up such as explain features and benefits of the products and demonstrate shop collection to new customers. dealing with negative feedback and converting to positive sales conversation. Help store manager to implement sales campaigns. Provide multiple service to all customer’s accurate cash handling. These are the main Key responsibilities that I have managed as sales executive job role.
As Assistant Manager
When It is come to management, work ethics gets more wider. I am happy to mentioned that I have added more value to my position. I managed to play as role model in store. My main task was covering up manager task and helping store manager to run the showroom smoothly. My Manager was very supportive and he and I share and categories showroom tasks well. Display maintaining , brand Standard maintaining, Staff sales training and admin works were my assigned works. However, there are more tasks as a Assistant manager to do , Specially when manager out of the store. I have successfully managed to face USA and UK operation Brand visits. Audit Visits and other OPS visits while my manager on vacations.
Up to date Admin works, Knowledgeable Team Members , Achieving Set budgets are the best way to show my hard works.
As a Store Manager
As a Store Manager I have taken fully ownership of the Showrooms and I have performed outstanding management. store/Showroom manager responsibilities are uncountable, because as a store manager I am responsible on every things in store/Showroom. Such a as, Stocks maintain / Company assets protection/ Staff management/ Sales Revenue and Cash management/ Complains and Manage External issues/ Ensure Sales performance Enhancing / Shrinkages and Audit / Compliances and Brand Appearance , health and safety Measures maintain. these some of main responsibilities which I Successfully managed as a Showroom Manager.
As an E-commerce and product manager
In this position key responsibilities quit challenging then Being Showroom Manager. POV, showroom manager role involve in limited areas in retail but being as product manager I have managed to explore Market scales.
Responsibilities such as, understanding market trends, customer needs and Implement Product Strategy, Conduct market research to identify customer needs through online customer surveys. Product's development, Planning such as Plan and coordinate product releases, including setting release dates, coordinating with development teams, and communicating release details to other departments. Product Promotion Develop and execute product launch plans, working with marketing and sales teams to promote the product effectively. Track key performance indicators (KPIs) to measure the product's success and impact on the Web site. Budget Management, Manage the product's budget, including cost estimation, resource allocation, and financial forecasting.
As Retail Manager
My Retail manager Role not too different to Showroom manager. Being as retail Manager Most of the task are more similar responsibilities to Showroom manager. What makes different is, more market research and Sales planning closely working with Directors and top management.
My Achievements & Awards
1. Best SHOPPIE Service Store of the year 2012
[ Alain- Bawadi Mall ]
2. Best Service Champion Store of the year 2013 & 2014 -
[ Alain- Bawadi Mall ]
3. Being able to achieve store Shrinkage target - year 2014
[Abu Dhabi- Bawabath Al-Sharqe Mall ]
4. Highest Score of the Audit 2016
[ Abu Dhabi bawabath Al-Sharqu Mall]
5. Being able to Promote from Senior Sales to Assistant manager rapidly Year 2012
6. Successfully completing training of GRIEVANCE 2017
Al-Futtaim- Dubai
7. Successfully completing training of DISCIPLINARY 2017
Al-Futtaim- Dubai
8. Successfully completing training of CODE OF CONDUCT & ETHIC 2017
Al-Futtaim- Dubai
9. Successfully completing training of INFORMATION SECURITY AWARENESS 2017 Al-Futtaim- Dubai
Other Awards
1. Provincial School Educational Software Competition -2006
2. Certificates of Digital Marketing Fundamentals Presented by Digital School Sri Lanka 2022
Expertise Level
Here are the self valuating rate for each skills which I am best at .
96%
Sales Skills
98%
Staff Management
100%
Stock management
96%
Problems Solving & Ethical thinking
95%
Store Auditing
95%
Team Play
100%
Computer Literacy
100%
Active Listening & Decision maker
Extra Mile Story
In My career there are countless Incidents where I showed up extra mile , outstanding performance., below are couple of unforgettable incidents I would like to mention.
Bag Without Customer
It was my first year in payless shoesource at Alain. Christmas season not second to Ramadan Season, all shops completely filled with Shop Visitors. Fridays are more crowdy then any other days, It was closing time Me and my colleagues started Shop closing procedures, As usual we walk around the sales floor to make sure story is tidy and clean before we leave , surprisingly there was a bag on the bench, for few second me and my colleague tried to recall our self to remember customer who left the bag. Moment after I realized that was the person who bought many shoes for her vacation and I have sold many alternative products to her . I ran to Cash Desk to check the customer survey, realizing that when customer was on checkout I asked her to do the survey about my service, Eventually I found her contact details and immediately called her. She almost got home and She haven't realized one bag was missing. Customer Informed me that she is leaving Alain on the next day and she wont be able to come and pick up the bag. Based on the situation I decided to Drop by Customer house handover the bag.
She was so happy and appreciate lot. Her father was so Amazed with my action & Dedication. her father volunteer to pay my taxi fare as appreciations.
Searching Shoe for her wedding
She was cabin crew member at Ethihad Airways. Our mall located next to Airways Accommodations in Abu Dhabi , Almost all crew members are our regular customers. Ms Jessica one of the crew member who often visiting to see new arrivals. One day she came up for finding Very precise color and Very precise high heel party shoe, about 4 inches heel, as her wedding going to be held on In her home country. I have tried many shoes to offer but she doesn't seems happy or satisfied. Spending almost Hour yet I could not able to offer her anything. Her foot size 38.5 EUR Size in fact half sizes always very limited. I almost give up on this deal since there are no anything to match with her foot size or with precise features.
while walking to size 36 section I found almost match with her requested color and 4 Inch heel height shoe. but unfortunately that was too small for her. I just picked one side of the shoe and approached Ms Jessica. " this would have been perfect match but this is size 36 " color of this shoe perfectly match with her weeding Gown , She was so happy with design and color. But she was sad to know there are no suitable size for her . just to make her feel better I said " let me check if this shoe available in size 38.5 In any other outlets . after checking with inventory system I found the pair of shoe available in Dubai outlet. immediately I have called store manager and reserved the shoe. Ms jessica was so satisfied & happy. Following day her shoe arrived to my store and handed to her before her next flight
Repairing her favorite COLE HAAN Shoe
She was senior citizen age customer who very rarely visiting shoe department at ODEL. Whenever she visit, she will stopped by her most favorite shoes brand called Cole Haan shoes. All staff in shoe department memories her as she was picky customer. one day I was in the section and she approached me with her broken Cole Haan Shoe which she has bought about year ago. she still has receipt but warranty period was expired long time ago. I had closer look on the shoe, it was damage from inside and outer sole already separated from shoe, yet I knew it could be repaired but as per exchange and refund policy it was not anymore showroom responsible to repair. I had talked to my line manager and asked what possible way to make her satisfied in this case . Manager informed me showroom not anymore responsible for repairing shoe but we could suggest her good place to repair it . With the given information I spoked to customer politely explaining situation and highlighting outsource repairing store in our conversation. She kindly reject that option saying she could not able to find or do it by her self due to her age. she was almost close to 60s. her face filled with disappointment, lastly I have find repairing store was way my home, I Explain that I will take the shoe and repair it personally on the way home if its okay with her. She was fine and she was happy about taking her issue personally. After leaving shoe with me I spoked to my Line Manager and explain situation. following day repair was done and called to customer for picking up shoe, She came by evening she was so happy to put them on and walk with her Cole Haan Shoe. Lately she has given good feedback about me to Operation Manager.
Customer from France
We usually take online Orders as our brand LOVI Famous all around the world. Ms Manisha was a customer from France who love to see her fiancé wearing LOVI at their wedding day. Message pop up in my phone regarding wedding kit price and details, I had manage to provide essential information's about our products and able to set an appointment with her fiancé hooping to see him after a week.
three days later she informed that her fiancé wont be able to visit Sri Lanka and lets go for standard size outfit. I knew wedding outfit wont be good if it is standard size as it wont perfectly fit on everybody yet it was best day in their life. I explain to her more about fabric and and how its fits according to different body types so, therefore we must go for custom made size. biggest challenge was getting perfect measurement in his body regardless we stay in different places . I had spoked to Designer and got permission for taking Live Online measurements. it was challenging task to get right measurements from person who is far away from me, yet I have managed to get his measurements and send details to production team. Eventfully before the promised day we had delivery her package to France and Fit was perfect she has share with me her wedding photos to show how beautiful it was and how initiative service I had provided.