Jennifer Martin

• Trained staff members on proper handling and processing of returns, resulting in fewer errors and improved productivity.
• Fostered a positive work environment within the returns department, promoting open communication and teamwork among employees to achieve departmental goals.
• Streamlined return procedures for increased efficiency and reduced processing times.

Objective: Dedicated and results-driven eCommerce Operations Manager with 5+ years of experience in optimizing online retail operations to enhance efficiency, customer satisfaction, and revenue growth. Adept at managing cross-functional teams, implementing process improvements, and leveraging technology to drive eCommerce success.

• Drove operational strategy contributing to +33% increase in eCommerce gross sales
• Key driver in developing process and service improvements to grow net sales by $1.2M
• Led a team of 40+ team members responsible for the end-to-end operations of the eCommerce business, including order processing, inventory management, and fulfillment.
• Collaborated with the marketing team to develop and execute effective eCommerce marketing strategies.
• Conducted regular performance analysis of E-commerce KPIs, identifying areas for improvement and implementing data-driven solutions.
• Managed vendor relationships and negotiations to optimize procurement costs and ensure on-time delivery of products.
• Implemented and managed E-commerce analytics tools to track website performance.
• Worked closely with the IT team to ensure the stability and security of the E-commerce platform, overseeing system upgrades and enhancements.
• Conducted regular performance evaluations, provided coaching, and implemented training programs to enhance team productivity and effectiveness.

Led and managed business operations for 9 retail store locations across Tennessee. Orchestrated all aspects of store operations and customer service, including: sales, staffing, training, expense control, business processes, loss prevention, product merchandising, and visual execution.

• Lead and oversee all operations and strategy, including sales, marketing, finance, and personnel management.
• Develop and implement regional business plans, setting clear objectives and key performance indicators (KPIs) to drive revenue growth and profitability.
• Recruit, train, and manage a high-performing team of direct reports, fostering a culture of accountability and continuous improvement.
• Forge and maintain strong relationships with key clients, partners, and stakeholders, ensuring customer satisfaction and long-term partnerships.

Oversee all aspects of store operations, including staff management, inventory control, visual merchandising, and customer service.
Successfully increased sales through effective merchandising strategies and staff training programs. Recruit, train, and mentor a team of 75+ sales associates, fostering a customer-focused and high-performance work environment. Ensure compliance with company policies, procedures, and safety standards. Address customer concerns and inquiries, maintaining a high level of customer satisfactions.