Gillian Gold

• Cultivate and maintain meaningful relationships and practices for 300+ members
• Ensure member satisfaction, long-term loyalty, and account growth; manage expectations and solicit and act on member feedback
• Manage existing and New Member watch reservations to ensure 90% utilization of inventory
• Solve logistical issues relating to inventory utilization, watch maintenance, member preferences and shipments/returns; analyze performance data to provide insight into business decisions
• Strategize tactics with Sales to increase renewals/referrals and to proactively up-sell members across the Eleven James platform
• Customize 30+ unique Membership plans by prioritizing individual watch preferences across customer base
• Identify untapped revenue sources through Gifting Program in conjunction with the launch of the Women’s collection
• Lead Customer Service team with approximately 72% of member upgrades in 2016
• Repeat member success rate of 78% in 2016
• Develop strategies resulting in a 50% increase in new sales in 2015

• Managed client communications and conflict resolution
• Implemented approval process for change orders, invoices, and payment allocations; maintained all vendor files
• Drove growth and exposure of brand by 36% through organized flash sales and collaborations with outside vendors and secondary web-based selling platforms (i.e. Fab.com, Etsy)
• Scheduled promotional sales in accordance with seasonal holidays and monthly sales quotas
• Sought annual trade show enrollment opportunities; registration and submission of product samples (i.e. Capsule, ENK Int., NYIGF)
• Managed wholesale and retail chains; solely responsible for order fulfillment/processing and product inventory via open-source software on a weekly/monthly basis (i.e. Shopify)
• Partnered with Product Development and Creative teams to establish item design and pricing decisions
• Tracked and reported stock inadequacies to Buyer and provided input on site enhancements

• Voice of the organization; engaged patrons through online social media and volunteer events
• Managed logistics for client invites, guest lists, outreach and registration of events and workshops; coordinated volunteers for special events

• Developed, marketed and executed corporate and hospitality events

• Oversaw music-oriented venues and weekly related blog posts

• Supported day-to-day agency event operations for VIP customers
• Developed and executed event production plans for special events; established budgets, client itineraries, promotional programs, invitation concepts, direct mailings and brand specific merchandising products