Blake P.

About Blake P.

I am a Multi-Unit Executive focused on the bridge between corporate strategy and field execution. My philosophy is field first. I believe that sustainable growth only happens when the teams on the ground have the systems, training, and governance required to drive unit economics and brand integrity. My background covers a unique breadth of leadership across the retail and B2B sectors. I have scaled national brands from ten to hundreds of locations and managed large scale divisions exceeding 210M in annual revenue. Beyond traditional retail, I have managed high stakes B2B partnerships and hospitality operations for global enterprise accounts.I specialize in the operational details that drive profit. This includes reengineering workflows to improve inventory speed, optimizing workforce models to match consumer traffic, and negotiating vendor contracts to reduce overhead. At the core of my leadership is a commitment to talent development. I have a long history of building inclusive cultures and mentoring leaders into district and corporate roles.Whether I am guiding a C-suite through a market entry strategy or working side by side with managers to improve visual standards, my focus is always on driving results through operational excellence.Key Skills:• Multi-Unit P&L Management ($200M+)• National Retail and Franchise Leadership• Strategic Planning and Transformation• Operational Excellence and KPI Governance• New Store Openings and Scale Strategy• B2B and Enterprise Relationship Management• Field Coaching and Talent Pipelines• Merchandising and Visual Standards• Workforce Modeling and Labor Optimization• Vendor Relations and Cost Reduction• Soft Services and Hospitality Operations• Market Entry and Corporate-to-Field Execution

Experience

1. Sr Manager, Customer Experience

   Stuller, Inc.

   Jun 2021 — Present · Lafayette, LA, US

   Develops & leads strategy, planning, & implementation activities to enhance service levels, customer journey, top-line sales, & customer experiences •Maintains a strong focus on attracting, retaining, leading, developing, & engaging managers & associates •Builds programs to enhance the employee experience & increase team morale •Establishes accountability for metrics, service levels, technical skills, & knowledge within the team •Collaborates with various departments to develop & implement cohesive strategies •Proposes & initiates actions on new ideas to improve service levels & employee experience, such as creating Focus Groups of Associates to identify pain points & needed tools for increased productivity, & employee engagement •Develops & prioritizes comprehensive, realistic, & effective short & long-range plans to meet company goals •Gained an enterprise-level understanding of critical customer touch-points across the customer journey that drive value to the customer & the enterprise •Assesses the implications of strategic options before they impact the business •Influences key decision-makers to challenge conventional practices, & incorporate customer insights into the decision-making processes •Ensures performance levels & establishes feedback loops to identify & prioritize improvements in customer experience, influencing operational or functional areas impacting customer experience & loyalty•Identifies critical Customer Experience data metrics for ongoing tracking •Effectively translates & acts on customer, partner, sales, operations, & other feedback & research to identify & guide new improvements & innovations •Decreased call abandonment rate from 4% to 0.96%, resulting in a 44% increase in sales & call conversion during Holiday 2021, surpassing projections by $565k. Achieved through strategic focus on staffing, training, product knowledge, support teams, call queue management, SLAs, & KPIs

Skills

• Time Management
• Profit
• P&L Management
• Customer Relationship Management (Crm)
• Regional Management
• Mentoring
• Retail Marketing
• Sales Management
• Talent Acquisition
• Social Media
• Operations Management
• Budgets
• Onboarding
• Microsoft Excel
• Customer Retention
• Store Operations
• Marketing
• Customer Service
• Fashion
• Interviews
• Analysis
• Multi-Unit Management
• Human Resources
• Product Knowledge
• Goal Orientation
• Employee Relations
• Customer Satisfaction
• Training
• Microsoft Office
• Sales
• Styling
• Driving Results
• Communication
• Sourcing
• District Management
• Recruiting
• Business Development
• Brand Loyalty
• Apparel
• Store Management