Susana Silva Santos

Dynamic and results-driven Team Leader and Retail Manager with over 15 years of experience driving commercial sales growth, operational excellence, and high team engagement. A proven track record of increasing overall transaction value through strategic visual merchandising, resource management, and leading high-performing teams of up to 9. Possesses exceptional conflict resolution skills and an adaptable skillset, ensuring a strong, immediate impact on store and commercial business performance.

Team Leader at Warner Bros Discovery (2022-01 – 2024-12)

• Revenue Growth: Strategically increased average transaction values across the business footprint by implementing proactive upselling, cross-selling, and targeted add-on sales workflows.
• Operational Excellence: Maintained premium display aesthetics and store organization through rigorous layout auditing, stock replenishment schedules, and visual design implementation.
• Talent Development: Initiated, structured, and spearheaded learning and career development workflows for incoming and tenured retail personnel, boosting internal performance metrics.
• Conflict Resolution: Acted as primary point of escalation for complex customer interactions, creating swift, high-standard resolutions while optimizing daily compliance profiles.

Key Holder & Sales Associate at Roman Originals (2016-01 – 2022-12)

• Performance Driven: Consistently achieved and exceeded targeted daily and weekly individual sales quotas, conversion benchmarks, and store metrics mapped out by senior leadership.
• Operational Trust: Entrusted with primary keyholder opening and closing accountability, processing cash positions accurately, and ensuring rigid adherence to daily administrative protocols.
• Brand Integrity: Upheld continuous visual product placement standards and demonstrated proactive team leadership to maximize customer conversion rates on the floor.

Manager at H&Q Headquarters (2012-01 – 2016-12)

• Team Management: Supervised and organized a professional retail workforce of up to 9 associates, directly executing recruitment campaigns, core onboarding training, and talent retention strategies.
• Business Development: Pioneered local footfall and revenue increases by initiating localized marketing distributions, social outreach, and creative internal events.
• Resource Management: Retained end-to-end accountability for staff rotas, inventory logistics, digital auditing, and supplier product margins.
• Compliance: Enforced a rigorous 100% daily standard of health, regulatory safety, and structural compliance in line with commercial requirements.

English – Cambridge School of Languages

6 LCE in Portuguese – Cambridge School of Languages