Casandra Victor
Marketing & Operations Manager
Randburg
Summary
Professional Development Management Development Staff Accountability Marketing Management Corporate Governance Presentation Skills Team Building Finance for Non-Financial Managers [Ratio’s and GP %’s] Retail and Whole Trading Commercial Awareness Retail Management Software Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
39
39
years of professional experience
Work History
Operations Manager
Eagle Canyon Superspar, Eagle
Ridge
08.2015 - 05.2023
- Managing Departmental Supervisors
- Projecting and Managing Budgets, GP % and Ratio’s
- Managing staff
- Customer Service
- Managing all logistics surrounding delivery services
- Corporate Account management
- Promotional and Marketing Initiatives
- Managing & designing Social Media adverts
- New product development HMR, Bakery & Bean Tree
- New Business Development
- Managing in-store Vehicle License Renewals
- Store “Dress up” – DC & in-store promotion
- Valentine’s Day, Easter, Mother’s Day, Xmas
- Event planning & Management
- Managing intelliacc Loyalty
- Managing both in-store and DC promotions
- Managing Community relations
- Business Profitability
- Asset Management
- Managing all aspects of Store Maintenance – refrigeration, equipment, Generator, Plant Room
- Financial Administration
- Stock Management and Procurement
- Mentorship and Coaching
- Service department performance in terms of production plans, ranging, wastage, block tests, recipes, cost planning hygiene standards and effective growth and profitability
- Category and Merchandizing management
- Inventory and Range Management
- Good Receiving Practices and Control Procedures
- Food Safety, Health and Safety and Retail Operations Management
- Liaising with existing suppliers and negotiating deals
- Sourcing and building relations with new suppliers
- Sourcing and selecting new products through catalogues and by attending national trade shows and events
- Monitoring market changes, competitor prices and products
- Analysing past sales patterns to anticipate trends in customer buying patterns
- Recommending clearance sales and varying delivery schedules to help control stock levels
- Presenting new ranges to department managers
- Assisting visual merchandisers in planning store layouts to promote KVI lines
- Working with the marketing and design team to present sales promotions
- Identifying customer preferences and forecasting consumer trends
- Evaluating supplier options according to prices, quality and determining the best choices
- Discovering and purchasing new products and checking the quality and popularity of those already on shelves
- Identify customer preferences and forecast consumer trends
- Negotiate terms of agreements to achieve the best deal for the store
- Ensure the timely delivery of stock and compliance with the contracts of purchase
- Monitor stock levels and make plans for buying within budget and performance ratios
- Create reports on sales, budgets and customer satisfaction and adjust strategies accordingly
- Forge and maintain trust relationships with suppliers to promote fair dealing
- Attend events, fairs, trade shows and exhibitions to remain up to date with the market’s trends
- Control and maintenance of budgets and expenditure
- Maintaining statistical and financial records
- Ensuring high levels of customer satisfaction through excellent service delivery and customer interaction
- Complete store administration and ensuring compliance with policies, procedures, and controls
- Maintaining outstanding store condition and visual merchandising standards
- Staff recruitment and training
- Management of all controllable costs to keep operations profitable
- Safeguarding assets and interests of the business
- Management of stock levels and making key decisions in relation to stock control
- Promoting the organization within the local community by liaising with schools, newspapers, orphanages, and the community in broad-spectrum
- Maintaining inventory by implementing purchasing plans and staying in contact with vendors and suppliers
- Developing a schedule of holiday activities and promotions throughout the year strategically designed to bring in more revenue during season
- Securing merchandise by implementing security systems and measures of control and protocol
- Identifying current and future customer requirements by establishing relationship with potential and actual customers to understand service level requirements
- Motivation of employees to perform to their maximum capacity and capabilities
- Stock procurement, management, and control
- Monitoring stock levels and purchases to ensure they are within budget, ratios, and stock turn days
- Customer interaction and complaints, thereby maintaining the store’s reputation
- Promotional activity and displays
- Keeping abreast of market related trends to determine the need and opportunity for improvements within the store
- Analysis of sales and revenue reports and, forecast projections to determine department gross profit, ratios, and performance
- Ensure the store fulfils all legal health and safety guidelines
- Overall, gross profit of store and price perception
- Head office and Supplier liaison
- Overseeing a variety of staff functions
- Approving policies developed within various sub-functions and departments
- Providing financial and retail operational reports and interpreting financial information to managerial staff while recommending further courses of action
- Maintaining the financial health of the organization
- Analyse costs, pricing, variable contributions, sales results, and the businesses actual performance in comparison to the business’ projections
- Develop trends and projections
- Conduct reviews and evaluations for cost-reduction opportunities
- Correspond with various other departments, deliberating the groups’ plans and agreeing on future paths to be actioned.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Devised processes to boost long-term business success and increase profit levels.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed systems and procedures to improve operational quality and team efficiency.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Trained and guided team members to maintain high productivity and performance metrics.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Trained new employees on proper protocols and customer service standards.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Store Manager
Radiokop Spar/Melville Superspar
Melville
08.2013 - 04.2015
- Overall store operations
- Human resource management
- Service department performance in terms of production plans, ranging, wastage, hygiene standards and effective growth and profitability
- Control and maintenance of budgets and expenditure
- Maintaining statistical and financial records
- Ensuring high levels of customer satisfaction through excellent service delivery and customer interaction
- Complete store administration and ensuring compliance with policies, procedures, and controls
- Maintaining outstanding store condition and visual merchandising standards
- Staff recruitment and training
- Management of all controllable costs to keep operations profitable
- Safeguarding assets and interests of the business
- Management of stock levels and making key decisions in relation to stock control
- Promoting the organization within the local community by liaising with schools, newspapers, orphanages, and the community in broad-spectrum
- Maintaining inventory by implementing purchasing plans and staying in contact with vendors and suppliers
- Developing a schedule of holiday activities and promotions throughout the year strategically designed to bring in more revenue during season
- Securing merchandise by implementing security systems and measures of control and protocol
- Identifying current and future customer requirements by establishing relationship with potential and actual customers to understand service level requirements
- Achieving financial objectives by preparing an annual budget, scheduling expenditures, analysing variances, and initiating corrective actions of measure
- Motivation of employees to perform to their maximum capacity and capabilities
- Stock procurement, management, and control
- Monitoring stock levels and purchases to ensure they are within budget, ratios, and stock turn days
- Customer interaction and complaints, thereby maintaining the store’s reputation
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Managed inventory control, cash control, and store opening and closing procedures.
- Supervised guests at front counter, answering questions regarding products.
- Assisted with hiring, training and mentoring new staff members.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Trained new employees on proper protocols and customer service standards.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Promotional activity and displays
- Keeping abreast of market related trends to determine the need and opportunity for improvements within the store
- Analysis of sales and revenue reports and, forecast projections to determine department gross profit, ratios, and performance
- Ensure the store fulfils all legal health and safety guidelines
- Maintaining QPRO and R.O.C standards
- Overall, gross profit of store and price perception
- Head office and Supplier liaison
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Planet Fitness
Platinum Club, Rivonia Mega Club
Sandton
02.2007 - 09.2012
- Kept fitness areas, machines and spaces clean and orderly for customers.
- Broadcasted information about events, gym classes and community offerings.
- Coordinated healthy and safe use of fitness tools, equipment and spaces to prevent injuries.
- Conducted inspections of equipment with safety protocol and equipment longevity in mind.
- Supported program development by adding new and exciting classes to facility schedules.
- Adapted classes to meet expectations and interests of members, resulting in improved participation.
- Led and supported staff meetings according to team and organization needs.
- Taught staff and participants proper methods for best use of equipment to meet individual fitness goals.
- Administered CPR, first aid and medical services to injured customers and participants.
- Submitted work orders and ordered supplies when needed to furnish floor with proper equipment.
- Worked independently and as member of cohesive team to support individual needs.
- Utilized digital recordkeeping, processes and procedures as outlined by supervisor.
- Promoted safe and inclusive environment for club clients and members.
- Utilized effective record-keeping system for tracking customer information.
Sales & Operations Manager
Eco Slabs
Centrurion, ZAR
10.1999 - 01.2007
- Generated new sales leads to achieve and exceed monthly sales goals.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Attended monthly sales meetings and quarterly sales trainings.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Informed customers of promotions to increase sales productivity and volume.
- Built diverse and consistent sales portfolio.
- Set and achieved company defined sales goals.
- Achieved or exceeded company-defined sales quotas.
- Negotiated prices, terms of sales and service agreements.
- Contributed to event marketing, sales and brand promotion.
- Engaged with customers to build rapport and loyalty.
Key Account Manager
Imperial Fleet Services
Johannesburg, ZAR
1997.03 - 1999.10
- Managed time efficiently in order to complete all tasks within deadlines.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed strong communication and organizational skills through working on group projects.
- Resolved problems, improved operations and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Key Accounts Manager
Budget Rent a Car
Isando
03.1992 - 02.1997
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Positioned global capabilities to expand market share.
- Analyzed sales to manage life cycle of product, inventory models and selling rates.
- Developed and delivered presentations to key customers to position products and services.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Supported sales and reporting for large and medium-sized accounts.
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
- Created sales forecasts to target daily, monthly and yearly objectives.
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction.
- Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.
- Analyzed key competitors to respond to competitive threats.
- Built and maintained strong client relationships to drive business growth.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended monthly sales meetings and quarterly sales trainings.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed, maintained and utilized diverse client base.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Quoted prices, credit terms and other bid specifications.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Presented professional image consistent with company's brand values.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Consulted with businesses to supply accurate product and service information.
- Contributed to event marketing, sales and brand promotion.
- Contributed to team objectives in fast-paced environment.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Built diverse and consistent sales portfolio.
- Recorded accurate and efficient records in customer database.
- Negotiated prices, terms of sales and service agreements.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Set and achieved company defined sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Stayed current on company offerings and industry trends.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Achieved or exceeded company-defined sales quotas.
Fleet
Sales Executive, Motorforce
Johannesburg
06.1988 - 02.1992
- Conducted analysis of fleet operations and profitability to make recommendations for continuous improvement.
- Partnered with transportation manager to provide oversight to route planning and bid package development.
- Developed new branding initiatives and implemented uniform fleet design to increase brand exposure.
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Generated daily reports detailing suggested process improvement initiatives to inform management.
- Documented equipment transfers and sales details for accurate record keeping.
- Positively interacted with drivers, upper management and shop department, which helped improve overall communication.
Teller
Barclays Bank
Sandton
03.1984 - 06.1987
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained accurate records of customer transactions in line with bank procedures.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Monitored and reported suspicious activity in line with bank security policies.
- Processed applications for new accounts.
- Handled various accounting transactions.
- Assisted customers with banking needs and inquiries.
- Referred customers to other banking departments for specialized services.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
Education
Business
Hoerskool DF Malan
Crosby 01.1979 - 11.1983
Skills
Creativity Trainingundefined
Affiliations
Retail Operations, the Profession and Passion
I have had the privilege and experience of being responsible for all the mechanisms that keep a retail and corporate business functioning to its maximum and most effective capacity.
This includes a broad spectrum of activities from human resource management, supply chain, store layout and merchandizing, operation management, Administration, GRV’s, delivery services, food safety, data management, promotions, marketing, sales and gross profit forecasts and projections.
In addition to the above, I’ve been responsible for SPAR ROC, food, health & safety, and operational administration, ensuring administrative control and procedure are in line with retail operational standards by studying reports, calculating GPs and ratios and monitoring trends in line with the prerequisite trading norms.
My key performance arears, and accountability lies within ensuring the following responsibilities are accomplished thereby safeguarding the businesses’ interest and achieving maximum profitability and success:
Marketing management, design of in-store TV adverts, Social Media, Community engagements
Team, front end, and stock (stock control, receiving and dispatch) management.
Stakeholder Engagement whereby maintaining continuity between head office, DC and stores by documenting and communicating actions, irregularities and continuing needs, actively building relationships and networks, thus aligning the business objectives and strategy.
Planning horizon in respect of integration of operations, which are related in nature and objective and whereby there is a requirement for coordination with associated functions.
Essential to the role is the evaluation of problems, investigation of issues, recommendation of solutions, building of relationships, communication of information, processing of details and structuring of tasks.
Budgeting, planning, effective communication, delivering customer service and satisfaction, and legal compliance is paramount to the success of this role.
Elementary to my job responsibility is employee managements, visual merchandising, store dress up and effective cost management.
Functional competencies that are vital yet not limited to include strong business and commercial acumen, entrepreneurial flare, determination and resilience, finance and accounting, Microsoft Office , focused analysis, and sound judgement, above all, honesty and integrity as the position entails the management of cash and financial operations, including and not restricted to the business’ monetary resources such as stock in trade or merchandise.
In retrospect, sales, inventory procurement, service department performance, stock control (stock takes), waste and shrinkage, claims and returns, the maintenance and integrity of the ERP system, namely SIGMA . Floor walk check lists, goods received, inter department and branch transfers, daily department and category stock take verification, audit report on stock variances, cashier shortages and salary deductions including staff clocking’s, store repairs and maintenance, overall store upkeep in relation to ROC standards. In conjunction with the above, an integral fraction of my role includes but not limited to Social Media Marketing, in-store TV adverts, Charity drives, working closely with the community and their leaders.
I’m extremely loyal, dedicated, punctual and driven. I have a passion for development and progress within the marketing and customer service spectrum, constantly pursuing new methods and control procedures and standards by tenacity and achievement of goals thereby exceeding expectations using creativity, positive attitude, and entrepreneurial orientation.
Retail operations’ is an arena that poses a new challenge and opportunity to learn something new daily, thereby maintaining the intrigue and passion of the profession.
A zealous and results-driven marketing a retail operations manager with a highly successful background in the achievement of profitable business growth through the creation and execution of visual merchandising, cost management and employee management strategies. Experienced in working with a leading brand in the competitive retail industry with the primary focus on exceeding expectations for overall business operations and profit while ensuring optimum brand impact. Possesses excellent interpersonal, resilient verbal and non-verbal communication, negotiation skills and the ability to develop and maintain mutually beneficial internal and external relationships. Highly independent, methodical, and diligent. Enjoys being part of, as well as managing, motivating, and training, a successful and productive team, and flourishes in highly pressurized and challenging working environments.
Additional Information
- Personal Details , Divers License Yes Health Excellent Page 1 of 7 Page 1 of 7 Page 5 of 7
Timeline
Operations Manager
Eagle Canyon Superspar, Eagle
08.2015 - 05.2023
Store Manager
Radiokop Spar/Melville Superspar
08.2013 - 04.2015
Planet Fitness
Platinum Club, Rivonia Mega Club
02.2007 - 09.2012
Sales & Operations Manager
Eco Slabs
10.1999 - 01.2007
Key Account Manager
Imperial Fleet Services
1997.03 - 1999.10
Key Accounts Manager
Budget Rent a Car
03.1992 - 02.1997
Fleet
Sales Executive, Motorforce
06.1988 - 02.1992
Teller
Barclays Bank
03.1984 - 06.1987
Business
Hoerskool DF Malan
01.1979 - 11.1983
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