Open to work
MYCHELLE IVANOVIC
RERTAIL MANAGER
Dublin,DUBLIN
Summary
Results-driven professional with extensive expertise in client relationship management, customer service leadership, and luxury retail operations. Demonstrates a proven ability to drive commercial performance through strategic sales leadership, KPI analysis, and process improvement. Skilled in team development, recruitment, and coaching to foster high-performing teams that excel in delivering exceptional customer experiences. Proficient in leveraging tools such as Cegid CRM, internal CRM systems, and Microsoft Office to optimise sales reporting and data analysis. Adept at stakeholder collaboration and implementing innovative sales strategies to enhance client retention and operational excellence.
Overview
4
4
Languages
17
17
years of professional experience
Work history
STORE MANAGER
The Kooples | Brown Thomas
Dublin
2024.07 - Current
- Led daily operations of luxury boutique at Brown Thomas with team of 5.
- Coached and developed team members to deliver exceptional luxury customer experiences.
- Maintained coaching and performance management to support accountability and collaboration.
- Monitored KPIs and sales analysis to plan daily commercial priorities.
- Used Cegid CRM to store customer profiles and client preferences.
- Ran CRM-driven outreach for new collections and exclusive events.
- Reactivated dormant accounts and expanded active CRM database through personal clienteling.
- Built loyalty through long-term relationships with VIP and returning clients.
- Reviewed purchasing behaviour to identify repeat opportunities and upsell options.
- Increased annual sales turnover by 15% in 2025 through CRM initiatives.
- Improved year-to-date sales turnover by 13%, continuing above commercial targets.
- Delivered consistently positive mystery shop feedback on service and interactions.
- Partnered with senior leadership to meet business objectives to brand standards.
STORE MANAGER
New Look
Dublin
2023.10 - 2024.04
- Managed all aspects of a high-volume retail operation while leading a team of 25 colleagues.
- Key Achievements
- Led and developed a team of 25 employees, creating a customer-focused, high-performance culture.
- Delivered consistent sales growth through KPI management, coaching and performance leadership.
- Analysed commercial trends and operational performance to identify opportunities for growth.
- Recruited, onboarded and developed new team members while conducting regular performance reviews.
- Managed escalated customer concerns, ensuring exceptional customer satisfaction.
- Improved operational efficiency through effective workforce planning and process improvements.
- Collaborated with regional leadership to deliver company initiatives and commercial objectives.
ASSISTANT MANAGER
Sports Direct | Frasers Group
Dublin
2023.04 - 2023.09
- Supported the operational leadership of one of Ireland's busiest retail stores.
- Key Achievements
- Supported leadership across a workforce of approximately 99 employees.
- Delivered KPI briefings and commercial updates to maximise team performance.
- Coordinated staffing, customer service and operational priorities across multiple departments.
- Recruited, trained and developed new colleagues.
- Resolved customer escalations while maintaining exceptional service standards.
- Worked with premium brands including Hugo Boss, Tommy Hilfiger, Calvin Klein and Lacoste.
RETAIL STORE MANAGER
The Butler's Pantry
Dublin
2021.05 - 2023.01
- Managed daily retail operations while delivering exceptional customer service and commercial performance.
- Key Achievements
- Managed store operations, staffing and scheduling.
- Maintained consistently high customer satisfaction standards.
- Recruited, trained and coached team members.
- Analysed sales performance and customer feedback to improve profitability.
- Managed purchasing, inventory control and budgeting.
- Implemented operational improvements that enhanced efficiency and customer experience.
CUSTOMER SERVICE ASSISTANT
IKEA Ireland
Dublin
2017.09 - 2019.06
- Delivered exceptional customer service within a fast-paced retail environment.
- Resolved customer enquiries while identifying sales opportunities.
- Maintained high operational and customer satisfaction standards.
RETAIL MANAGER
ANIMALE Luxury Fashion
2016.08 - 2017.05
- Managed a luxury womenswear boutique with responsibility for commercial performance, CRM and team leadership.
- Key Achievements
- Recruited, coached and developed a high-performing sales team.
- Managed the company's internal CRM database, maintaining customer profiles and purchasing history.
- Built long-term relationships with VIP customers through personalised clienteling and follow-up.
- Successfully reactivated inactive customers while growing the active client database through CRM initiatives.
- Executed customer engagement campaigns promoting new collections and exclusive events.
- Increased customer loyalty and repeat purchases through tailored service and relationship management.
- Coordinated private client appointments and luxury shopping experiences.
- Achieved and exceeded sales targets through exceptional customer engagement and commercial leadership.
STORE MANAGER
Zara Menswear
2015.06 - 2016.01
- Managed one of the region's first Zara Menswear stores.
- Led recruitment, onboarding and team development.
- Delivered high standards of customer service and operational excellence.
- Supported the General Manager in achieving commercial objectives.
RETAIL MANAGER
M.OFFICER Luxury Fashion
2012.05 - 2015.05
- Managed commercial and operational activities across luxury boutique with 9-12 staff.
- Exceeded sales targets through consistent, attentive customer relationship building.
- Received awards for outstanding sales performance and coaching team development.
- Administered internal CRM to maintain customer profiles, purchase history, insights.
- Used CRM data to suggest products and strengthen customer loyalty.
- Reactivated inactive customers through personalised outreach and expanded active database.
- Planned customer engagement campaigns for new collections and exclusive launches.
- Built lasting VIP relationships to drive retention and repeat business.
- Led, coached, and developed a high-performing sales team.
- Analysed sales performance and buying trends to improve commercial results.
- Collaborated with head office on promotional campaigns and seasonal launches.
- Achieved positive mystery shop feedback for customer service standards and teamwork.
DEBT COLLECTION SPECIALIST
Garantia
2009.02 - 2012.04
- Managed customer accounts, negotiated payment solutions and resolved customer enquiries while maintaining professional customer relationships and consistently achieving collection targets.
Education
2010-1014 - Economics
Federal University of Pará
BrazilSkills
- Client Relationship Management (CRM)
- Cegid CRM
- Customer Service Leadership
- Sales Leadership
- Team Development
- Team Leadership & Coaching
- Recruitment & Talent Development
- Clienteling & Customer Retention
- Sales Strategy
- Commercial Performance
- KPI & Performance Management
- Operational Excellence
- Customer Experience
- Data Analysis & Sales Reporting
- Stakeholder Collaboration
- Process Improvement
- Luxury Retail
- Microsoft Excel
- Microsoft Office
- Cegid CRM, Internal CRM Systems
- KPI Analysis
- Sales Reporting
- Commercial Reporting
- Retail Operation
LANGUAGES
Portuguese: Native
Native
English
Fluent
French
Intermediate
Spanish
Upper intermediate
Affiliations
- tennis, hiking ,mountain
Accomplishments
was considered the best CRM improvement with a team result across UK & IRELAND when working at new look.
Work preference
Work Type
Full timeLocation preference
HybridOn-siteRemoteTimeline
STORE MANAGER
The Kooples | Brown Thomas
2024.07 - Current
STORE MANAGER
New Look
2023.10 - 2024.04
ASSISTANT MANAGER
Sports Direct | Frasers Group
2023.04 - 2023.09
RETAIL STORE MANAGER
The Butler's Pantry
2021.05 - 2023.01
CUSTOMER SERVICE ASSISTANT
IKEA Ireland
2017.09 - 2019.06
RETAIL MANAGER
ANIMALE Luxury Fashion
2016.08 - 2017.05
STORE MANAGER
Zara Menswear
2015.06 - 2016.01
RETAIL MANAGER
M.OFFICER Luxury Fashion
2012.05 - 2015.05
DEBT COLLECTION SPECIALIST
Garantia
2009.02 - 2012.04
2010-1014 - Economics
Federal University of Pará