Mara Villanova
Rome
Summary
Results-oriented Store Manager with expertise in retail operations and team leadership. Drives sales growth and client retention through effective P&L analysis and KPI management. Recruits, trains, and mentors staff to enhance performance and uphold corporate standards. Implements visual merchandising and health and safety protocols to ensure a secure shopping environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Store Manager
MARLU RETAIL
Rome
03.2025 - 03.2026
- Managed resolution of complaints to improve customer satisfaction
- KPIs Analysis
- Hired and trained staff for optimum performance against sales and marketing objectives.
- Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
- Promoted brand through fashion advice to enhance customer engagement
- Corporate Standards Supervisor
- Monitored health and safety compliance to ensure a safe workplace environment
- Managed store budget, controlling expenses to ensure financial targets were met.
- Oversaw inventory management, reducing stock loss through effective control measures.
- Merchandised displays to showcase new and popular items.
- Prepared detailed reports on store performance, presenting findings to senior management for strategic planning.
- Coached employees on upselling techniques, significantly increasing average transaction value.
- Conducted regular performance reviews, setting objectives and targets for individual team members.
- Analysed sales data to identify trends, forecast demand, and adjust product ordering accordingly.
- Recruited motivated, personable staff to deliver outstanding customer care.
- Fostered a culture of excellence, inspiring staff to exceed customer expectations and achieve sales objectives.
- Coordinated promotional events to increase customer footfall and promote new product launches.
- Utilised CRM systems to gather customer feedback, using insights to improve service and product range.
- Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
Store Manager
AESOP
Rome
09.2024 - 02.2025
- Oversaw all aspects of new store operations, ensuring seamless launch and optimal operational efficiency.
- Team Management and Recruiting, Onboarding, Coaching, Training
- Sales team and Store KPIs Analysis
- Supervised and maintained corporate standards.
- Expanded and retained clients' portfolio through targeted strategies and personalised service.
- Grew and maintained client base to maximise revenue.
- Developed and maintained relationships with key customers to drive personal sales achievements.
- Acted as brand ambassador and skincare advisor to promote products.
- Advised clients on treatments and products most suited to personal needs and desired outcomes.
- Tailored skincare regimes for clients, leveraging clinical-grade products to enhance treatment outcomes and maintain skin health.
- Developed relationships with local businesses, enhancing community engagement and elevating store profile.
- Kept shelves neat, clean and organised through visual merchandising.
- Booked client appointments and sent out reminder emails to avoid missed treatments.
- Provided advice on selecting perfumes to match skin chemistry and desired scents.
- Trained and mentored employees to maximise team performance.
- Monitored sales performance against monthly targets, improving processes to meet annual financial forecasting goals.
- Fostered strategic partnerships to drive business growth and enhance market position.
Store Manager
MANGO RETAIL
Vienna
01.2023 - 05.2024
- Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
- Managed store budget, controlling expenses to meet financial targets and support profitability.
- Oversaw inventory management, implementing control measures that minimised stock loss.
- Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
- Increased client memberships through effective retention strategies.
- Fostered a culture of excellence, inspiring staff to exceed customer expectations and achieve sales objectives.
- Led a team of 20 staff, providing training, performance feedback, and personal development support.
- Hired and trained staff for optimum performance against sales and marketing objectives.
- Coached employees on upselling techniques, enhancing transaction value and fostering a sales-driven culture.
- Conducted regular performance reviews, setting objectives and targets for individual team members.
- Implemented visual merchandising strategies to enhance product visibility and drive sales.
- Actioned customer feedback to improve product and service provisions.
- Handled customer complaints, offering resolutions that maintained satisfaction and loyalty.
- Managed the resolution of customer complaints.
- Oversaw compliance with corporate standards.
- Implemented health and safety protocols to ensure a safe shopping environment for customers and staff.
- Implemented theft prevention measures to reduce store losses.
- Stored stock safely and securely to maintain quality of goods.
- Prepared detailed reports on store performance, presenting findings to senior management for strategic planning.
- Analysed sales data to identify trends, forecast demand, and adjust product ordering accordingly.
- Held regular meetings with trade staff to delegate tasks, communicate market trends, sales KPIs and priorities.
- Collaborated with HR to recruit, interview, and hire new staff, ensuring a high level of team capability.
- Monitored competitor activity, adapting strategies to maintain a competitive edge in the market.
- Utilised CRM systems to gather customer feedback, using insights to improve service and product range.
- Monitored competitor activity, adapting strategies to maintain a competitive edge in the market.
- Managed store budget, controlling expenses to ensure financial targets were met.
Head Coach
NIKE
Vienna, Austria
06.2022 - 01.2023
- Developed comprehensive training programmes tailored to individual SA strengths and weaknesses, resulting in increased team effectiveness.
- Trained and mentored SA to enhance skills and maximise team performance.
- Developed and delivered drills to improve focus, ability and coordination.
- Fostered culture of discipline, respect, and teamwork amongst SA, strengthening team cohesion and morale.
- Evaluated performance and provided suitable feedback, balancing criticism with positivity and motivation.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Met schedule using excellent planning and coordination skills.
- Maintained clean, safe working environments to eliminate accident risks.
- Developed team communications and information for meetings.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
- Identified issues, analysed information and provided solutions to problems.
- Managed complaints with calm, clear communication and problem-solving.
- Engaged with customers to better understand needs and deliver excellent service.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Built and maintained courteous and effective working relationships.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Prepared a range of written communications, documents and reports.
- Developed excellent working knowledge of industry trends and improvements in processes.
- Collaborated with legal teams to guarantee compliance with financial regulations and laws.
Store Manager
GEOX
Vienna
08.2021 - 05.2022
- Executed visual merchandising strategies according to company guidelines to improve product presentation
- Analysed sales data and generated product reports to inform inventory decisions
- Advised clients on personalised fashion choices to enhance their shopping experience
- Managed day-to-day store operations, including stock levels, staff rotas, and customer service standards.
- Handled customer complaints, offering resolutions that maintained satisfaction and loyalty.
- Oversaw inventory management, reducing stock loss through effective control measures.
- Managed store budget, controlling expenses to ensure financial targets were met.
- Coached employees on upselling techniques, significantly increasing average transaction value.
- Conducted regular performance reviews, setting objectives and targets for individual team members.
- Collaborated with HR to recruit, interview, and hire new staff, ensuring a high level of team capability.
Boutique Manager
PULLOVERIA
Vienna
10.2017 - 07.2021
- Expanded client base by implementing targeted outreach strategies.
- Resolved customer complaints efficiently, enhancing overall customer satisfaction.
- Supervised adherence to corporate standards, ensuring consistent brand experience.
- Personnel Management (Recruiting, firings, Onboarding)
- VM, Stockroom Operations Management
- Shadowed team members while providing coaching
- Action plans, KPIs analysis
- Analysed client personal style and body type to recommend tailored fashion solutions.
Fashion Consultant
ELISABETTA FRANCHI
Rome
03.2011 - 10.2012
- Conducted personalised styling sessions for clients, providing expert fashion advice to meet individual needs.
- Advised customers on fashion choices, enabling informed purchasing decisions.
- Implemented a clienteling approach to build strong relationships with key customers, encouraging repeat business and referrals.
- Led the implementation of a clienteling system, enhancing customer engagement and loyalty.
- Addressed customer concerns, escalating major issues to supervisor for resolution.
- Supported team by completing various tasks to enhance overall performance.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
Education
Honour Diploma - Retail Management & Administration
CIC - Cambridge International College
05-2026
Bachelor - Painting
FINE ARTS ACADEMY OF ROME RIPETTA
Rome, RM03-2016
Humanistic Diplom - History of Arts, Human Letters
ARISTOFANE HIGH SCHOOL
Rome01-2006
Skills
- P&L and KPI analysis
- Quick decision-making
- Leadership
- Data analysis
- Strategic planning
- Stock control systems
- Performance coaching
- Client engagement
- Customer experience enhancement
- Complaints resolution
- Conflict resolution
- Staff recruitment and onboarding
- Training and development
- Coaching activities
- Team building
- Inventory optimization
- Corporate standards supervision
- Operational compliance
- Facility management
- Workplace safety compliance
- Loss prevention strategies
- Stockroom management
- Supply chain management
- Omni-channel retailing
- Business acumen
- Fashion expertise
- Product knowledge
- Goal orientation
- Proactive learning
- Self-motivation
- Positive attitude
- Effective communication
- Mentoring and coaching staff
- Sales-driven mindset
- Commercial awareness and budget supervision
Languages
Italian
First Language
German
Advanced
C1
English
Advanced
C1
Informatics
- Windows OS
- Mac OS
- IOS
- Microsoft Word
- Excel
- PowerPoint
- Paint
- Social Media: Facebook, Instagram, Twitter, LinkedIn
- Google My Business
- Gmail
- Mailchimp
- Outlook
- Yahoo
- OneDrive
- Microsoft Teams
- Skype
- Facetime
- Zoom
- Multimedia Tools: After Effect
- Quartz Composer
- Adobe Creative Suite: Photoshop, InDesign
- ORACLE
- POWER BI
- StoreForce
- BambooHR
- Workday
- Dynaset
- SIM
- ADA
- Store2
- StoreX
- Cegid
- RFID
- 2Bit
Interests
- art
- fashion
- personal growth and psychology
- history and philosophy
Certification
- DIPLOMA SUPPLEMENT
Timeline
Store Manager
MARLU RETAIL
03.2025 - 03.2026
Store Manager
AESOP
09.2024 - 02.2025
Store Manager
MANGO RETAIL
01.2023 - 05.2024
Head Coach
NIKE
06.2022 - 01.2023
Store Manager
GEOX
08.2021 - 05.2022
Boutique Manager
PULLOVERIA
10.2017 - 07.2021
Fashion Consultant
ELISABETTA FRANCHI
03.2011 - 10.2012
Honour Diploma - Retail Management & Administration
CIC - Cambridge International College
Bachelor - Painting
FINE ARTS ACADEMY OF ROME RIPETTA
Humanistic Diplom - History of Arts, Human Letters
ARISTOFANE HIGH SCHOOL