Daniela Kisimova
Summary
Resilient and results-oriented manager with strong expertise in HR leadership, customer experience, and operational excellence within fast-paced, high-pressure environments. Currently pursuing a Master’s in Management with Human Resources, developing advanced capabilities in strategic HRM, project execution, marketing strategy, and financial planning. Proven success in leading recruitment, training, and talent development across multi-site teams, while driving performance, employee engagement, and customer satisfaction. Experienced in managing change, resolving complex people issues, and implementing data-driven strategies using tools such as SAP, Power BI, and Zendesk. Recognised for remaining composed under pressure, motivating teams during challenging periods, and consistently delivering results aligned to business goals.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Customer Experience Manager
Sephora
08.2024 - 04.2025
- Act as the Store Director in their absence, leading a 50+ person store and ensuring seamless operations.
- Head of daily floor leadership, coaching supervisors and managing in-the-moment service delivery.
- Lead full HR function in-store, including disciplinaries, performance reviews, and employee relations.
- Drive compliance across health & safety, brand standards, and internal audits.
- Launched and led the 4-day working week pilot, balancing KPIS with team engagement and well-being.
- Key liaison for brand partners, aligning operations and training needs to business objectives.
- Regularly analyze performance using SAP, Power BI, and Zendesk to enhance team and service outcomes.
- Improved customer satisfaction by implementing new feedback systems.
- Drove improvements in product knowledge across the team, improving sales performances.
- Reduced resolution time with effective complaint handling strategies.
- Liaised closely with sales teams to understand and meet customers' needs effectively.
- Collaborated with marketing teams for brand-consistent communication strategies.
- Enhanced team performance for better customer experience through regular training sessions.
- Devised a strategy for successful customer retention and loyalty.
- Ensured GDPR compliance whilst handling sensitive customer data.
- Developed marketing campaigns using CRM data, brand visibility increased.
- Oversaw and maintained CRM system for enhanced business operations.
- Coordinated cross-departmental efforts for improved customer service delivery.
- Implemented CRM analytics, insights into customer behaviours gained.
- Managed weekly reports from the database, fostering informed decision-making process.
- Conducted regular performance evaluations, identified areas of improvement.
- Liaised with department managers to identify staffing needs.
- Handled grievance procedures in line with employment law regulations.
- Fostered a diverse and inclusive work culture by promoting equal opportunities.
- Assisted in succession planning to ensure business continuity.
- Collaborated closely with senior leadership team on strategic HR decisions.
- Managed redundancy processes, minimised legal risks.
- Achieved harmonious workplace environment with effective conflict resolution strategies.
- Oversaw talent acquisition process, secured top industry talents.
- Maintained open communication channels with employees, fostered trust within teams.
- Administered payroll operations ensuring timely and accurate payments.
- Collaborated with entire human resource department to discuss new ways to recruit top talent.
- Advised line managers on correct disciplinary procedures for compliant issue resolution.
- Created succession plans and promotion paths for staff.
- Conducted workforce planning and benchmarking to meet company needs.
- Maintained precise, detailed staff and company records for thorough reference.
- Educated line managers on policy and process changes for implementation.
Dual Site Manager
Victoria’s Secret
04.2024 - 08.2024
- Oversaw dual-site leadership across busy seasonal trading locations.
- Implemented visual and operational excellence, motivating large and diverse teams under pressure.
- Drove conversion and upselling while enhancing staff accountability and floor coverage planning.
- Improved site performance by implementing new management strategies.
- Managed day-to-day operations of both sites, ensuring smooth and efficient workflow.
- Led team meetings for better coordination and increased productivity.
- Mediated staff conflicts, fostering a positive working atmosphere.
- Oversaw financial management including budget setting and monitoring of expenditure across two locations.
- Oversaw business staffing and training, building successful, customer-focused team.
- Managed stock within set minimum and maximum levels to serve customers without over-extending finances.
- Maintained detailed and current records of inventory, personnel activities and business finances.
- Evaluated products to select mix meeting current customer demand.
- Coordinated with sales team for consistent brand presentation.
- Conducted disciplinary hearings, ensuring fair treatment of all employees.
Store Manager
The Body Shop
01.2023 - 04.2024
- Successfully led the store through a period of administration with full team retention and morale focus.
- Delivered results in a volatile trading environment, coaching staff to maintain standards and service quality.
- Handled HR, compliance, and scheduling while managing full P&L and audit responsibilities.
- Oversaw visual merchandising efforts that enhanced overall store appearance.
- Resolved customer complaints effectively, protecting the store's image and consumer relationships.
- Ensured high levels of customer satisfaction with proactive interaction and prompt issue resolution.
- Upheld health and safety regulations within the premises to ensure a safe shopping environment.
- Streamlined operations to maximise efficiency and minimise waste.
- Managed staff rosters, ensuring adequate coverage during peak times.
- Maintained an organised stock room for easy accessibility of goods.
- Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
- Coached underperforming employees improving their job performance significantly.
- Oversaw business staffing and training, building successful, customer-focused team.
- Created seasonal sales plans with varying stock and promotional strategies.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Implemented HR policies and procedures for legal compliance.
- Conducted regular performance evaluations, identified areas of improvement.
- Fostered a diverse and inclusive work culture by promoting equal opportunities.
- Facilitated new hire on-boarding programme by scheduling training initiatives, resolving issues and processing paperwork.
Assistant Manager
The Body Shop
01.2022 - 01.2023
- Led recruitment and onboarding for key team members during restructuring.
- Delivered in-store training programmes and built service confidence across junior staff.
- Collaborated with Store Manager on ER and disciplinary processes.
Team Leader
The Body Shop
01.2020 - 01.2022
- Provided frontline leadership on the floor, motivating teams to meet KPIs and upselling targets.
- Developed junior staff through mentoring, feedback, and team coaching.
- Maintained operational standards and acted as a point of escalation for customers and team.
Interpreter (Freelance)
Language Empire
01.2020 - 01.2023
- Delivered live, real-time interpretation across public health and legal appointments.
- Built cultural and contextual understanding under high-pressure conditions.
- Aided social workers in communicating with non-English speaking clients; improved service delivery.
- Maintained understanding of slang, regional differences and informal speech to offer services to broad client base and translate nuances.
- Provided parties with clear and exact translation of written materials and interpretation of verbal conversations.
- Preserved meaning, intention and context of original speech and texts.
Supervisor (Maternity Cover)
GUESS
01.2019 - 01.2020
- Managed daily operations, visual merchandising, and sales team performance.
- Delegated responsibilities and built a results-focused store culture during management absence.
- Played a key role in customer service issue resolution and VM execution.
Luxury Sales Consultant (Freelance)
Flair Recruitment
01.2018 - 01.2021
- Represented luxury brands (Chanel, Dior, La Mer, YSL, Guerlain, Shiseido) across major department stores.
- Adapted to multiple environments with excellence in service, clienteling, and visual merchandising.
- Supported events and product launches while delivering revenue-driven results.
Senior Luxury Sales Consultant
Molton Brown
01.2017 - 01.2019
- Managed visual merchandising for our standalone store as well as Fenwick and John Lewis.
- Reported VM results, layout feedback, and sales trends to HQ.
- Led recruitment interviews, trained staff, and supported store onboarding and upskilling.
- Ensured compliance with company policies and procedures during all transactions.
- Achieved sales targets with proactive customer engagement.
- Managed customer complaints professionally, resulting in satisfactory resolution.
- Enhanced client relations by providing personalised luxury service.
- Trained new staff members to maintain quality standards of service.
- Collaborated with team members for successful store operations.
- Participated actively in team meetings and training sessions for personal development and shared learning.
Education
Master’s - Management and Human Resources
University of Lincoln
Remotely Bachelor of Arts - Humanities (Philosophy)
The Open University
Remotely 10.2016 - 06.2022
Certificate - undefined
Business Administration
Skills
- HR Leadership & ER
- Retail Excellence
- Recruitment
- Training & Talent Development
- Customer satisfaction focus
- Relationship Management
- Sales strategy development
- Operations management
- Strategic decision-making
- Business acumen
Custom
- SAP
- Power BI
- Zendesk
- Microsoft Office
- CRM Software
Timeline
Customer Experience Manager
Sephora
08.2024 - 04.2025
Dual Site Manager
Victoria’s Secret
04.2024 - 08.2024
Store Manager
The Body Shop
01.2023 - 04.2024
Assistant Manager
The Body Shop
01.2022 - 01.2023
Team Leader
The Body Shop
01.2020 - 01.2022
Interpreter (Freelance)
Language Empire
01.2020 - 01.2023
Supervisor (Maternity Cover)
GUESS
01.2019 - 01.2020
Luxury Sales Consultant (Freelance)
Flair Recruitment
01.2018 - 01.2021
Senior Luxury Sales Consultant
Molton Brown
01.2017 - 01.2019
Bachelor of Arts - Humanities (Philosophy)
The Open University
10.2016 - 06.2022
Certificate - undefined
Business Administration
Master’s - Management and Human Resources
University of Lincoln
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