Daniel L. MartinezEmail – danmar0706@gmail.comMobile +1 347.624.9073

PROFESSIONAL HIGHLIGHTS: Customer-centric approach to retailing with excellent service skills, an acute

understanding of the luxury, HNW consumer and a firm understanding and importance of superior customer service.

Experienced with the e-commerce and traditional retail settings in sales, management, and buying.

Self-motivated, independent, efficient, creative, and assertive, yet comfortable with interacting and influencing business partners.

Ability to function in a fast paced environment and work cross-functionally, to achieve both short-term and long-term goals with positive results.

Team development, including recruiting, hiring, and training, and providing development guidance, motivation, recognition, and resolve any and all conflicts.

Excellent organizational and communication skills (both written and oral), and computer proficient on Mac and MS systems.

EMPLOYMENT EXPERIENCE:Moda Operandi, Director of Customer Experience, New York, NY, March 2013 to March 2015 and Personal Stylist, March 2015 to present

Direct manager of the Personal Shopping and Care Teams – total of twelve employees, achieving sales of $12m in 2014.

Developed and trained the first, full-time Care team to assist global customers with any and all aspects of website.

Created sales goals and measurable KPI’s for the Personal Shopping and Care teams, and making sure goals are achieved with a proactive, personal, and professional touch.

Tracked outbound client communication, and offered advice and alternate ways of improving overall customer experience across Personal Shopping and Care teams.

Established progress and development plans for the Personal Shopping teams, and partnered with HR Team to administer and review with team members. Provided guidance as needed and direction for improvement, including weekly one-on-one coaching sessions to optimize sales productivity and build effective customer relationships, supporting career progression of individuals and maximize their skills.

Communicating customer needs to the business during weekly sales meetings with senior members of the business including VP’s and C-level executives.

Partnered with VP of Marketing to improve customer awareness of Personal Shopping team, assisted with the brainstorming of a customer loyalty program, and creative ways to engage and convert traffic to sales.

Worked closely with VP of Merchandising on new ready-to-wear and fine jewelry designer acquisitions, including the creation of an in-home viewing process for fine jewelry brands.

Worked with Buying team to create and schedule product training clinics to improve product knowledge and encourage customer awareness through outreach.

Partnered with Operations team so as to be aware of any shipping or logistics issues, and finding resolutions to problems as quick as possible, and being proactive to any potential issues that may arise.

Ensured all top clients’ needs were prioritized across all teams and any issues were quickly resolved.

Assigned all new entries to the Personal Shopping service quarterly, and coordinated ‘Welcome’ emails with the CRM and Marketing teams.

Collaborated with CRM team to identify potential high-spend and lapsed customers. Realized new ways to approach the customer base, and distributed to the team to contact.

Trained all new team members on computer systems, policies and procedures, and effective and efficient selling techniques to drive business and always put the customer first.

Worked closely with IT teams to identify site inefficiencies, to ensure implementation of site improvements and/or enhancements functioned properly, and were thoroughly tested before launch. Assisted with the upgrade of a new customer checkout flow to ensure higher conversion rate, and with the creation, training and implementation of a new CMS system.

Created all email templates for Care team to use for all inbound email inquiries; providing a clear, concise, and cohesive company ‘voice’.

Wrote and edited product copy on the site, including product description and details to ensure product accuracy.

Reviewed and edited all site ‘Terms & Conditions’ and ‘Help’ sections to help improve customer’s knowledge on all current policies, and ensuring all are updated as policies evolve/change.

NET-A-PORTER.COM, Personal Shopping Supervisor, New York, NY, April 2008 to March 2013

Direct supervisor of six US-based Personal Shoppers, Junior Personal Shoppers, and a personal assistant.

Trained new Personal Shoppers and team members on department and company standards, systems, efficient and effective selling techniques.

Devised plans with Team Manager to maximize sales, build stronger client relationships, and ensured client needs were always prioritized across multiple departments.

Helped Junior Personal Shopping team actualize a 30% increase in sales and establish stronger relationships with personal clientele.

Supported Personal Shopping Manager and Global Head of Personal Shopping with any team and program needs, feedback, and ideas on team initiatives and growth development.

Prepared weekly reports to illustrate buying trends, requests, and any and all shopping patterns and for all relative teams within the company.

Produced a ‘Most Wanted’ list with each upload 3 times a week to allow team the opportunity to presell the must-have pieces to their clients.

Created weekly marketing emails specific to the US VIP clientele, and chose all product content.

Worked closely with Marketing, Buying, and Executive teams to provide pertinent customer and business feedback and help build and strengthen the business with the US clientele, and acting as the point person for all inquiries.

Assisted, organized, and attended special events throughout US to build company awareness and promote the Personal Shopping service to existing and potential clientele.

Collaborated with the Buying team to start US-based product training seminars, and ensured all relevant teams attended to stay on top of seasonal trends so as to inform clients and sell more effectively.

Assisted Buying team by attending fashion shows and buying appointments and offering opinions to help guide the seasonal buy specific to the top-spending Personal Shopping clients.

Designated as the company’s top performer each year generating record-breaking sales (over $7 million in 2013).

PREVIOUS EXPERIENCE:

Porsche Design, Freelance Retail Consultant, New York, NYMay 2007 to August 2007

Christian Lacroix, Store Director, Las Vegas, NVMay 2006 to May 2007

Chanel, Inc., Sales Associate/RTW Specialist, Las Vegas, NVJuly 2005 to April 2006

Neiman Marcus, Prada and Ralph Lauren Brand Specialist, Las Vegas, NVJuly 2004 to July 2005

Christian Lacroix, Boutique Manager, New York, NYJune 1998 to Feb 2004

EDUCATION: Fashion Institute of Technology, New York, NY

AAS Degree in Fashion Merchandising Management Mary Washington College, Fredericksburg, VA

Attended 2 year Business Administration Program