Βικτωρια Δουκατελη

Business-oriented retail professional with experience in team leadership, sales performance and retail operations. Proven ability to exceed KPIs, optimize business performance and deliver premium customer experiences. Skilled in visual merchandising, KPI management, performance analysis and team development. Currently pursuing an MBA with a specialization in Marketing, combining academic knowledge with strong commercial acumen and a customer-centric mindset.

Retail Store Manager - IQOS Golden Hall at Papastratos A.E. (2025-01 – Present)

• Led and managed store operations, driving performance and consistently exceeding KPIs
• Implemented visual merchandising strategies and in-store activations aligned with brand guidelines, enhancing product visibility, customer experience and commercial performance
• Recruited, trained and coached team members, boosting productivity and engagement
• Oversaw inventory, merchandising and stock levels to maximize availability and drive sales
• Fostered a customer-centric culture, driving customer satisfaction and loyalty

Retail Assistant Store Manager - IQOS Flagship Experience Store, The Mall Athens at Papastratos A.E. (2024-01 – 2025-01)

• Supported daily store operations, ensuring smooth and efficient performance
• Assisted in leading and motivating the team to achieve sales targets and deliver high-quality customer service
• Supported the implementation of commercial initiatives and sales strategies to drive in-store performance and business results
• Executed visual merchandising standards and in-store marketing campaign to enhance brand visibility
• Monitored KPIs and sales performance, supporting improvements in store results

Retail Advisor - IQOS Kifissia Boutique Store at Papastratos A.E. (2023-01 – 2024-01)

• Delivered exceptional customer service, resolving customer inquiries and complaints to maximize satisfaction
• Built and maintained strong relationships with prospective and existing customers, driving loyalty and engagement
• Achieved and consistently exceeded sales targets through personalized product recommendations
• Collaborated with the store team to execute sales initiatives and support daily retail operations

Customer Care Specialist - IQOS Project at Webhelp (2022-01 – 2023-01)

• Managed inbound and outbound customer communications via phone, email and chat, ensuring a seamless and high-quality customer experience
• Resolved customer inquiries and complaints efficiently, maintaining high satisfaction levels and service standards
• Achieved performance and quality KPIs while delivering accurate information on IQOS products and services

Field Trade Advisor - IQOS Corfu, Ionian Islands at ESCO A.E. (2020-01 – 2021-01)

• Conducted regular visits to partner retail stores, ensuring brand visibility, merchandising excellence and compliance with IQOS standards
• Built and maintained strong relationships with store personnel, providing product training and ongoing commercial support
• Monitored sales performance and identified opportunities to improve product visibility, increase consumer awareness and drive sell-out results

Quality Control Intern at General Chemical State laboratory (2019-01 – 2019-12)

• Supported laboratory testing activities for regulated products, contributing to quality control, authenticity verification and compliance assessments
• Maintained accurate records of sample analyses and testing results in accordance with established laboratory standards

Master of Business Administration (MBA) in Marketing – University of Nicosia (2024-01)

BSc in Materials Science and Engineering – University of Ioannina Polytechnic School (2014-01 – 2022-01)