Heather Gore

Retail Store Operations Expert 

Heather is an expert retail professional with over 15 years of global experience in H.R. and Operations. She has advanced management skills leading global teams to create value internally around associate experience and externally through incorporating the consumer journey and technology. Heather has worked across China, Europe, U.K., and North America leading every phase of the Point-Of-Sale journey. She thrives in a dynamic and fast-paced environment and has led cross-functional customer experience omnichannel projects. Heather has a proven track record leading complex and transformational Workforce management projects. She has extensive human resources experience partnering to create organizational design that improve operational efficiencies and drive the end user experience. Heather is a certified expert in change management and Six Sigma Black Belt.

Experience

• Program Manager – Led a team of cross-functional experts in the execution of multiple transformational Oracle X-store POS implementations; generating  over 10% savings in front-line workforce while improving consumer NPS from 85 to 92%, over a 3-year roadmap. Project led to +$10M in value creation for the organization. 
• Led the project team in implementing Oracles Customer Engagement Cloud application. 
• Program & Change management manager – Copiloted with Human Resource on an enterprise-wide program to elevate both HR and operational metrics. This included investigating solutions for a new payroll (ADP & UltiPro), scheduling (Kronos Dimension), HR (Workday) system to create a globally linked and  regionally appropriate solution. Reduced turnover by 36%, raised Associate sentiment scores, and reducing labor while investing in more competitive hourly wages. Scope of project included global distribution and in-store labor. 
• Project Manager, leading enterprise-wide POS and Customer Engagement programs. Appointed key contact to work bilaterally between stores and technical corporate partners on omnichannel and operations projects. Projects included launching new point of sale system (NCR and Java-based application) and launching and all-in-one android mobile device.
• Community Outreach Manager, Program Manager of internal employees across the market that secured several large dollar grants to drive community outreach and improve internal and external reputation. Over the span of four years our grants helped provide housing for 1000 homeless veterans. 
• Secured P&L savings of millions of dollars and enhanced consumer sentiment/experience through development and implementation of 3-year Operational Excellence strategy. This program consisted of changing our supply chain model from siloed warehouses to a hub and spoke model, SKU optimization, compliance and regulatory management, global facility management for our stores saying $100k+ a year, updating our POS hardware to register accountability and several other transformational projects. 
• Designed, implemented, and supported planning process & systems for North America retail business with over 2000 stores and $100B in annual sales. Was responsible for launching new customer service and loyalty application to allow for an omnichannel experience.