Nicole Ong
Auckland,AUK
Summary
Accomplished retail manager with a demonstrated track record in luxury retail across Asia and Oceania. Spearheaded business initiatives that achieved record sales highs, demonstrating exceptional problem-solving and client relationship management skills. Cultivated talent and built top-performing and diverse teams, showcasing leadership and operational excellence. Self-driven and detail-oriented with proven ability to manage complex, multi-stakeholder projects.
Overview
6
6
years of professional experience
Work History
Product Sales Manager (Watches & Jewelry, Fashion)
DFS Group
06.2022 - Current
- Build and manage a team of 30 sales associates and 2 Team Leads across 2 portfolios, Watches & Jewelry in downtown Galleria and Fashion in Auckland Airport. Brands include Omega, Blancpain, Jaeger-LeCoultre, Piaget, Chopard, FRED and Hugo Boss, Furla among others.
- Drive effective recruitment and training initiatives to create a best-in-class service and selling culture. Delivered highest Mystery Shopping scores, most number of local Service Star award winners, 1x Global Service Star award winner, and 2x Employee of the Year award winners for Auckland from my team since 2022.
- Develop and implement effective strategies to meet and exceed sales targets, maintain profit margins, and drive YoY growth of +50% for the portfolio despite brand exits.
- Collaborate with cross-functional local and global teams to identify market opportunities to expand brand offerings, provide product feedback, and optimise inventory assortment. Onboarded 5 new jewelry brands since 2023 to pioneer first multi-brand demi-fine jewelry concept for DFS in Oceania. Managed renovation and store re-opening project to new boutique concept for the only Omega boutique in New Zealand.
- Coordinate VIP events and client development campaigns to acquire, grow, and retain local HNWI client base. Delivered 2 successful VIP events in 2024 driving over 300K USD in incremental sales.
- Selected to mentor high-achieving and high-potential junior employees through Leadership Development Program as part of pipelining efforts to grow internal talent.
- Nominated to travel to and support Queenstown Galleria store opening to oversee set-up of operational processes, lead brand and service training for the Queenstown Watches & Jewellery/Spirits & Wines teams over 3 weeks in 2022.
Senior Associate, Business Development (Beauty)
Urban Company
04.2021 - 12.2021
- Urban Company is the largest home and beauty services platform in Asia valued at 2B USD.
- Doubled business volume in deliveries for the Hairdressing and Men's Grooming categories QoQ by leading strategic initiatives, streamlining operations, and building up customer experience.
- Achieved new NPS high of 65 by creating and implementing processes on assessing and managing service partners on the platform.
Product Sales Manager (E-Commerce)
DFS Group
07.2020 - 03.2021
- Managed 20 staff and 1 Team Lead across fulfillment operations, customer service, and CRM functions for newly-established Spirits & Wine e-commerce platform.
- Pioneered first-of-its-kind operational processes in stock replenishment, last-mile delivery, and website operations management to facilitate end-to-end sales model.
- Initiated digital marketing campaigns in collaboration with global merchants to set product and pricing strategy, resulting in new record highs in one-day sales, online traffic, and conversion for Black Friday and 11.11.
- Launched new model of digital clienteling to drive 5-figure incremental Prestige Spirits & Wine sales via online catalogue and development of invite-only VIP section on the website.
Product Sales Manager (Spirits & Wines)
DFS Group
08.2019 - 06.2020
- Managed a team of 40 sales associates and 4 Team Leads for the Terminal 2 Arrivals portfolio at Singapore Changi Airport across 2 stores with annual volume of 50M USD.
- Developed and executed strategies to drive sales performance and optimise operational efficiency to ensure exceptional customer experience.
- Planned and implemented Holiday 2019 staff incentive campaign for entire Spirits & Wine team of >300 sales associates across 4 terminals/18 stores to drive 5-figure incremental sales.
- Led sales team on business, operational, and personnel matters through store closings for the master concession exit from the airport, as well as strategic pivot to online retail sales model during the COVID-19 pandemic.
Management Trainee (Luxury Fashion)
DFS Group
07.2018 - 07.2019
- Assisted local store team and global merchandising team with operational oversight, sales tracking, and process improvement strategies for Kering brands portfolio.
- Leveraged data and analytics to provide insight to the merchandising and planning teams to drive sell-in, sell-out, and inventory optimisation across 20 doors globally.
- Cultivated positive rapport with frontline sales team to ensure high standards of customer service and drive team productivity via observations and coaching.
Education
Bachelor of Science - International Relations & Global Business
Georgetown University
Washington D.C., USA05.2018
Skills
- Excellent Communication
- Team Management
- Retail Operations
- Problem Solving
- Stakeholder Engagement
- Client Relationship Management
- Strategic Planning
- Talent Development
Timeline
Product Sales Manager (Watches & Jewelry, Fashion)
DFS Group
06.2022 - Current
Senior Associate, Business Development (Beauty)
Urban Company
04.2021 - 12.2021
Product Sales Manager (E-Commerce)
DFS Group
07.2020 - 03.2021
Product Sales Manager (Spirits & Wines)
DFS Group
08.2019 - 06.2020
Management Trainee (Luxury Fashion)
DFS Group
07.2018 - 07.2019
Bachelor of Science - International Relations & Global Business
Georgetown University
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