Michael Dougherty
Award-Winning Retail Manager and Customer Experience Leader With successful TEAMS. Diversity Equity & Inclusion Leader
- Role
- Retail Store Manager at Lindt & Sprüngli USA
- Location
- Boston, MA, US
- LinkedIn followers
- 500 followers
About Michael Dougherty
Don’t’ you want to guarantee that your stores,TEAMS, and companies are award-winning and…
Experience
Retail Store Manager
Apr 2023 — Present · Boston, MA, US
Managed flagship busiest boutique retail chocolate store on Boylston Street• the store had the most Voice Of The Customer reviews in the world.• Boosted sales by 15% each year with training, 1:1 peer coaching, contests and staff accountability and coached employee behaviors to drive successful results. • Exceeded individual and store baseline goals for personal sales and KPI metrics inclusive of conversion, DPT, UPT and Client Data Capture.• Increased SMG customer service reviews from 82% to 96% by performing floor observations of the sales and service processes and increasing employee awareness and accountability by having fun competitive TEAM involvement resulting in the Boston location leading the East region of the USA in this metric.• Doubled the size of team and built and fostered an engaged, effective team through recruitment and on-boarding, as well as ongoing training and development and necessary performance improvement process partnered with H.R.• Led biannual performance and development reviews for each store team member
Education
Medford High School
Liberal Arts and Management courses
Skills
- Retail
- B2b
- Direct Sales
- Merchandising
- Store Management
- Customer Satisfaction
- Call Centers
- Sales Process
- Telecommunications
- Cold Calling
- Account Management
- Cellular Communications
- Sourcing
- Team Leadership
- Sales Management
- Solution Selling
- Team Building
- Customer Experience
- Selling
- Quotas
- Wireless
- P&L Management
- Mobile Devices
- Sales
- Sales Operations
- Customer Retention
- Customer Service
- Interviews
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