Lunya | SVP Commercial
Challenge
As Lunya entered its next phase of growth, the business needed stronger operational infrastructure, cross-functional alignment, and scalable systems to support an expanding omnichannel business while delivering an exceptional customer experience.
What I Led
Commercial strategy across ecommerce, retail, customer experience, operations, logistics, and technology
Operational planning, process optimization, and cross-functional execution
Customer retention, loyalty, membership, and clienteling strategy
Technology evaluation and implementation across ecommerce and customer experience
Retail operations, new initiatives, and organizational leadership
KPI reporting, forecasting, and business performance management
Impact
Launched a membership program that generated $1.3M in first-year revenue
Increased member spend by 121% YoY
Grew clienteling to drive 35% of retail sales and 8.5% of ecommerce revenue
Reduced operating expenses by 9% through operational improvements and process optimization
Improved service levels by 31% YoY while strengthening cross-functional collaboration and execution
goop | VP of Retail
Challenge
As goop expanded from a digital-first lifestyle brand into physical retail, the business needed the operational foundation, leadership, and customer experience strategy to successfully scale stores while preserving the brand's premium positioning.
What I Led
Built and scaled goop's retail business during a period of rapid growth
Retail strategy, operations, and new store openings
Recruiting, developing, and leading high-performing retail teams
Customer experience, clienteling, and service standards
Cross-functional partnerships across ecommerce, merchandising, marketing, and planning
Operational processes, reporting, and store performance
Impact
Establish the operational framework that supported goop's retail expansion
Built high-performing teams and a consistent luxury customer experience across stores
Developed scalable processes and operating standards that enabled continued growth
Partnered across the business to connect brand, e-commerce, and retail into a cohesive omni-channel experience
