JOSHUA PLACER
Dubai
Summary
Accomplished senior retail leader with 25 years of experience in driving growth for renowned brands like Pottery Barn, West Elm, and Williams Sonoma across the U.S. and GCC. Expertise in overseeing multi-market operations, optimizing efficiency, and scaling businesses. Proven success in leading large teams, enhancing customer experience, and implementing strategic initiatives to improve profitability and operational performance.
Overview
26
26
years of professional experience
Work History
Head of STORES
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
08.2023 - 01.2025
- Oversaw multi-market retail operations, driving sales growth, operational efficiency, and team development across multiple regional markets
- Led large-scale training initiatives to enhance employee performance, foster engagement, and ensure operational excellence
- Partnered with HR to develop talent strategies, optimize workforce planning, and cultivate a high-performance culture
- Managed 42 stores and a team of 500+ employees, improving team performance and retention by 15%
- Achieved top-tier customer satisfaction scores and consistently exceeded key performance indicators
- Optimized staffing models, reducing store labour costs by 20% while maintaining exceptional service quality
- Engaged supplier relationships and sourcing strategies to drive cost savings, enhance supply chain efficiency, and improve inventory management
- Spearheaded the strategic closure of five stores, streamlining operations and reallocating resources to high-potential locations, boosting overall profitability and contribution
- Led training and development initiatives, launching a new onboarding process and the OWN Manager Development Program
- Boosted participation by 65% with the introduction of the Articulate program
- Drove design business growth from 18% to 52% contribution through targeted onboarding, development, and stretch goals
Head of CUSTOMER EXPERIENCE
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
01.2022 - 08.2023
- Led the development and implementation of customer service strategies to enhance satisfaction, loyalty, and overall brand experience
- Streamlined service processes, reducing complaints by 80%; both in store and online
- Partnered with logistics, customer care, and eCommerce to integrate a single customer view, boosting service scores by 18%
- Introduced modern technology to support customer experience; MPOS, Assist App, and Clientele Application, and Custom Order Management System (COMS)
SENIOR OPERATIONS MANAGER
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
01.2019 - 01.2022
- Oversaw regional store operations, driving sales growth, profitability, and operational excellence across multiple GCC markets
- Managed KSA and UAE markets, expanding into Qatar, Bahrain, and Kuwait
- Opened stores in three KSA provinces, including the first all-female and outlet stores, achieving 85%-100% Saudization
- Implemented division-wide Store Operating Procedures and led internal promotions and leadership development initiatives
GENERAL MANAGER
Alshaya - Home Furnishings Division (Pottery Barn)
01.2010 - 12.2012
- Led store team to drive sales, minimize stock loss, and control costs
- Focused on team development, compliance, and operational efficiency
- Launched brand and supported marketing, visual, and brand aspects
- Partnered with host brand for tool and product rollouts
- Recruited staff and managers, promoting all Sales Managers to General Managers
GENERAL MANAGER
Williams-Sonoma Inc. (Pottery Barn)
02.2003 - 01.2010
- Managed flagship store operations, enhancing sales, profitability, and team performance
- Increased sales by $3.2M (2004-2007) and exceeded contribution goals
- Promoted thirteen employees to management roles
- Recognized for exceeding visual standards and led the opening of the world's largest Pottery Barn store (36,500 sq
- Feet)
VISUAL MERCHANDISING MANAGER
Polo Ralph Lauren
08.1998 - 05.2000
- Oversaw visual execution for six stores across four states, including window displays and store presentations
- Managed a team of 15 to ensure visual and operational standards, customer service, and profitability
Education
Business Management -
West Virginia University
Morgantown, WVSkills
- Team Leadership & Development
- Customer Experience Enhancement
- Visual Merchandising & Store Layout Management
- Operational Efficiency
- Cost Control
- Financial Forecasting
- Supply Chain Knowledge
Websites
Timeline
Head of STORES
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
08.2023 - 01.2025
Head of CUSTOMER EXPERIENCE
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
01.2022 - 08.2023
SENIOR OPERATIONS MANAGER
Alshaya - Home Furnishings Division (Pottery Barn, Pottery Barn Kids, West Elm, & William Sonoma)
01.2019 - 01.2022
GENERAL MANAGER
Alshaya - Home Furnishings Division (Pottery Barn)
01.2010 - 12.2012
GENERAL MANAGER
Williams-Sonoma Inc. (Pottery Barn)
02.2003 - 01.2010
VISUAL MERCHANDISING MANAGER
Polo Ralph Lauren
08.1998 - 05.2000
Business Management -
West Virginia University
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