Joseph Semanda
Abu Dhabi
Summary
I am a dynamic, energetic and reliable retail & customer service professional with over 10+ years' experience managing in customer-driven industries, proficient in sales, E-commerce and customer service initiatives, with a proven ability to work effectively with positive results. Highly motivated and efficient with a valuable track record in achieving organizational goals, Key Performance Indicators (KPIs) and delivering world-class customer service. A strategic thinker and effective decision-maker, recognized for ability to create sales leads, managing key accounts, leading Productive teams and exceed sales and customer service goals. I am flexible, proactive, results-oriented with excellent interpersonal and communication skills. Experienced in working with different teams and individuals at all levels from diverse cultural and socio-economic backgrounds.
Overview
12
12
years of professional experience
Work History
Deputy Store Manager
Adidas Emerging Markets
11.2021 - Current
- Being aware of store sales and KPI targets, as well as individual performance targets,I take ownership over them and effectively use all available store resources to meet or exceed them
- Identifies sales and KPI improvement opportunities and communicate suggestions to store management to address them and drive commercial success
- Be a role model for customer service and meeting or exceeding customers' expectations
- Shares customer service experience and train selected team members to fine-tune their service skills
- Being a resource for Retail Professionals in dealing with complex customer service situations
- Being a Brand Ambassador, consistently exhibiting the Brand Attitude and Values
- Uses advanced Category expertise to successfully meet the specific needs of even the most demanding customers
- Adheres to all established policies and procedures
- Executes and maintains established Visual Merchandising and In-Store Communication standards
- Processes merchandise deliveries quickly and effectively, and constantly replenishes merchandising fixtures to ensure the store's entire product offer is represented on the sales floor
- Completes cash register transactions quickly and accurately
- Minimizes loss in both, the stockroom and the sales floor
- Performs all store operations in a safe, effective and efficient manner
- Collaborates productively and respectfully with team members
- Makes myself available to support other team members when needed
- Completes all applicable training programs and effectively applies the learning on the job
- Seek coaching and learning opportunities to continually improve my performance.
Sales Manager
Alshaya Group-Victoria's Secret Full Assortment
03.2017 - 08.2022
- Effectively managed a sales force to achieve sales goals, Provide and inspire outstanding service to our customers
- Oversee assigning of monthly sales goals to associates
- Managed a very busy Back of house to ensure quick and efficient replenishment
- Held weekly & monthly meetings to communicate performance high & lows
- Oversees cash management on a daily basis including banking, petty cash and cashing up tills
- Reinforced a customer-centric culture, where the full energy and activity of the store team are focused on delivering highly satisfying customer experience
- Supports, models and enhances all selling and sales support behaviors to ensure a seamless customer experience Displays expert product knowledge of assigned category and general knowledge of all categories
- Worked in tandem with the Visual merchandising team to plan and execute floor sets effectively
- Created an awareness of and built capabilities in loss prevention by fostering a culture of honesty and connecting the links between customer service, associate engagement and shrink coaches sales associates on sales techniques and operational duties
- Assisted with processing products, in-store merchandising, stock replenishment and floor set
- Assisted in the observation and training of new associates, including mentoring and serving as a shadow partner.
E-commerce support specialist
Alshaya Group E-commerce
01.2020 - 09.2020
- Acted as a primary point of contact for online and mail order customers, answering phone and email inquiries
- Resolving complaints and processing orders in an efficient and timely manner
- Develop in-depth knowledge of the brand's products and promotions
- Checking customers' order statuses through E-commerce tools like Magento, remedy and providing the necessary feedback through direct calls, SMS and Email.
Sales Supervisor
Alshaya Group- Victoria's secret Full Assortment
09.2014 - 02.2017
- Process customers' transactions accurately and efficiently to create lasting customer last impression Reinforces customer buying decisions and encourage purchase of additional items to increase store ATV
- Engaged with customers on the sales floor and led the customer loyalty initiatives by role modeling excellent brand selling behaviors including opening Alshaya privilege card and customer capture
- Led operations of the cash wrap selling zone including ensuring all cashiers are aligned with the current promotions in the store
- Executed customer returns according to the company exchange and return policy.
Facilities Coordinator
Emrill Services LLC - Emaar properties
01.2012 - 06.2014
- Performed various administrative tasks assigned by the facilities Manager and worked directly with guests during peak periods
- Expedited the flow of work and materials within or between departments according to established company guidelines.
Education
BBA - Business Administration
Cavendish University Uganda
06.2012
Skills
- Ensuring the focus is kept on customers and their shopping experience while creating an environment that associates love to work in as well as fostering relationships with major mall management teams across UAE - Emaar, MAF and Aldar
- Stock room management with the ability to monitor sell through and handle high volumes of stock
- Promoting the company's values and being an advocate of the brand in everything I say and do
- Smooth networking across all departments to deliver outstanding results by being highly responsive and collaborative
- Excellent interpersonal skills with the ability to create sales leads, strong negotiator and good decision maker
- Effective leadership and management skills built up over a decade of team building, talent development, people management and Customer service within stores with head counts of 5 team members to flagship stores of 60
Accomplishments
- I successfully led the product team during the reopening of adidas Yas mall store.
- In-depth customer service skills with experience in handling major markets across MENA like UAE, Kuwait & Saudi Arabia.
- Successfully leads different teams and helps employees to achieve higher goals.
- Developed and implemented SMART strategies that ensured low shrinkage rates.
- Part of the stock-out team that set up 3 Victoria's secret stores at mall locations like DCC,Yas, Alwahda & Galleria mall
- E-commerce specialist with the ability to handle over 250+ inbound & out bound calls, SMS and emails per day. I have vast experience in using e-commerce tools like Magento, remedy, ININ software.
Skills Expertise
- Microsoft advanced Excel, Power point, Word
- Magento, Remedy, ININ software
- Oracle, Ares & SAP retail ERPs
- CSR, KPI & leadership skills
- Product & Cash handling Retail operation, coaching, staff training
Timeline
Deputy Store Manager
Adidas Emerging Markets
11.2021 - Current
E-commerce support specialist
Alshaya Group E-commerce
01.2020 - 09.2020
Sales Manager
Alshaya Group-Victoria's Secret Full Assortment
03.2017 - 08.2022
Sales Supervisor
Alshaya Group- Victoria's secret Full Assortment
09.2014 - 02.2017
Facilities Coordinator
Emrill Services LLC - Emaar properties
01.2012 - 06.2014
BBA - Business Administration
Cavendish University Uganda