Store Manager Customer Experience

LILIA PINTO

* ******* ******, ******, ************* 01826 978-***-**** *****.*******@*****.***

High-Volume Store Manager / District Manager Candidate

20+ years of consistently successful leadership experience with a pioneer in off-price, high-volume, big-box retail

Achieved tremendous results year after year in complex, highly visible, dual-brand, and flagship locations

Selected for multiple stretch assignments; served as district customer experience/loyalty captain for many years

Proficient in all areas of the business including planning, people, product, process, P&L, and project management

Excellent communication and training skills – fluent in English and Portuguese; conversant in Spanish EMPLOYMENT HISTORY

HIGH-VOLUME STORE MANAGER – THE TJX COMPANIES, INC. (TJ MAXX, HOMEGOODS) Managed 3 high-profile, high-traffic locations over the last 20 years (up to 65,000 square feet each), including flagship stores, combo stores, and superstores with TJ Maxx and HomeGoods under the same roof. Led teams that included up to 5 assistant store managers, 3 key holders, 14 supervisors, and 150 associates. Achieved strong results in each store: Woburn, MA ($25M in sales) 2018 – Present

• Selected to take over another dual-brand superstore after success in previous locations (page 2)

• Increased the total annual sales volume by nearly 40% – improved from $18M in 2018 to $25M in 2024

• Consistently ranked 1st in the district (11 locations) for total sales

• Led the store to 1st in the district for year-over-year sales growth by 2022 (10%+)

• Significantly improved the customer experience – increased all customer survey categories by double digits

• Improved customer loyalty performance metrics by 20% – met all targets

• Ranked in the top 3 in the entire region (136 locations) on all charitable fundraising campaigns

• Maximized efficiency, productivity, and profitability in every area of the business

• Reduced inventory shrink by 1 percentage points and increased the gross profit margin by 1 full point

• Drove loss prevention audit scores and safety audit scores to a consistent 95-100%

• Built an outstanding culture with a high level of communication, accountability, engagement, and retention

• Hired and onboarded 75+ new associates, including 8 in key leadership roles

• Developed and promoted 1 new store manager, 3 assistant store managers, and 1 key holder internally

• Led the team through a complex pandemic with new protocols and high customer demands

• Relocated and transitioned the store to a new building and operational/organizational structure in 2020

• Hand-picked to relocate 2 other stores (Cambridge, Plymouth) as project manager

• Served as district customer experience/loyalty captain since 2021 – lead weekly calls and visit other stores

• Created a customer engagement program that helped increase survey scores across the district

• Selected to mentor a newly promoted store manager in 2021

• Shared HR best practices with peers on monthly calls as an HR advocate for the district

• Singled out to oversee quarterly inventory preparation and execution in select locations as a team captain

• Rated as “exceeds expectations” or “high meets expectations” on every annual review Downtown Crossing, Boston, MA ($18M in sales) 2015 – 2018

• Hand-picked to rebuild an underperforming TJ Maxx flagship store after success in Somerville (below)

• Developed a newly transferred leadership group and quickly got this complex, high-profile store back on track

• Created an overnight team that significantly improved freight processing and the product flow

• Overhauled the backroom, dramatically improving productivity and organization

• Increased sales from $16.5M to $18M over the 3 years – top 2 in the district (14 locations)

• Re-trained the front-line team on customer engagement – increased customer survey scores by double digits

• Raised the customer loyalty program signup rate by 12% – a key focus

• Reduced shrink by a full percentage point and overall operating expenses by 20%

• Drove safety audit scores to a perfect 100%; increased operational audit scores by 8 percentage points

• Built a strong culture – significantly improved communication, recognition, and engagement

• Raised employee satisfaction scores by 10 points while reducing turnover by 25%

• Hired 100+ new team members externally; promoted 1 new store manager and 1 key holder internally

• Appointed district customer experience/loyalty captain – trained and supported other stores

• Rated as “exceeds expectations” on 2 straight annual performance reviews Somerville, MA ($22.5M in sales) 2005 – 2015

• Relocated and converted a traditional TJ Maxx into a dual-brand superstore in 2005 – oversaw both divisions

• Guided the team through a successful operational/organizational restructuring in 2010

• Nearly doubled the annual sales volume over 10 years – improved from $11.7M in 2005 to $22.5M in 2015

• Ranked 1st in the entire region with a $2.5M sales increase in 2006

• Maintained strict loss prevention controls – consistently met expectations in a high-risk, high-shrink location

• Led the store to 1st in the entire region for charitable fundraising

• Hired hundreds of new team members over the years; developed and promoted 20+ associates to key roles

• Selected to relocate the Saugus store to a new location while continuing to lead Somerville

• Served as district customer experience/loyalty captain; selected to join a customer experience committee

• Hand-picked to serve as a testing location for an external consulting company

• Rated as “exceeds expectations” on every performance review since 2010 (always “meets” prior to that) Previously served as store manager and district door-to-floor captain for TJ Maxx in North Andover (2003-2005). Associate’s Degree in Business Management – Middlesex Community College Lilia Pinto 978-***-**** *****.*******@*****.***

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