Professional Summary

Professional Overview

Laura Almond is an experienced customer experience professional serving as the Director of Customer Experience at GURHAN, a leading luxury jewelry brand based in New York City. With a strong background in operations, talent management, and communications, she brings a well-rounded perspective to enhancing the brand's customer-centric initiatives.

Experience Summary

Current Role

As the Director of Customer Experience at GURHAN, Laura is responsible for leading the company's customer experience strategy and implementation. She oversees a team of customer service representatives, manages the brand's online and in-store customer interactions, and spearheads initiatives to improve customer satisfaction and loyalty. Under her leadership, GURHAN has seen a significant increase in customer retention and positive sentiment.

Career Progression

Prior to her current role, Laura served as the Director of Operations, Talent and Culture at GURHAN, where she played a pivotal role in streamlining business processes, developing talent management programs, and fostering a positive organizational culture. Before that, she held the position of Director of Talent, Culture and Communications, where she leveraged her expertise in human resources and communications to enhance the brand's internal and external messaging.

Earlier in her career, Laura gained valuable experience in the retail industry, serving as a Regional Retail Manager and Operations Manager at Porcelanosa, a leading provider of ceramic tiles and kitchen and bath fixtures.

Academic Background

Laura holds a Bachelor's degree in Business Administration from New York University, where she graduated with honors.

Areas of Expertise

• Customer experience strategy and implementation

• Operations management and process optimization

• Talent management and organizational development

• Internal and external communications

• Retail and luxury brand management

Professional Impact

Under Laura's leadership, GURHAN has seen a significant improvement in customer satisfaction scores, with a 25% increase in Net Promoter Score over the past two years. She has also spearheaded the implementation of a customer loyalty program that has contributed to a 15% increase in repeat business.

Conclusion

With her extensive experience in customer experience, operations, and talent management, Laura Almond is a valuable asset to GURHAN, driving the brand's customer-centric initiatives and contributing to its overall success.