CX MANAGER

STORE MANAGER   CUTLER & GROSS
AUGUST 2018 TO JUNE 2019
E-Commerce Professional with
expertise in streamlining DTC
operations to ensure unprecedented	STORE MANAGER   FRAMED EWE AT FRED SEGAL
business growth and retention.	MARCH 2017 TO AUGUST 2018

Develop and oversee CX strategy to optimize omni-channel customer
experiences across DTC E-Commerce and Flagship Retail Stores.
Responsible for site management, merchandising, and online order
LYLYM9@GMAIL.COM	fulfillment through Shopify and NetSuite.
Gather analytics and reporting to understand user behavior across all digital
channels and optimize site engagement and conversion of key metrics.
Lead CX team to deliver exceptional communication (phone, email, SMS)
regarding customer orders, shipping issues, refunds, fraud management and
(520) 444-4710	other general inquiries to increase conversion, retention, LTV and ROI.
Develop workflows and training initiatives for customer-facing processes,
leads the training and development of E-Commerce and Retail teams
Analyze CRM data to increase customer acquisition and retention, develop
new growth strategies, and manage customer lifecycles.
monitor conversion, CTR, and other email metrics.

Find out detailed information about Lyly Mai, CX MANAGER 

Lyly Mai: CX MANAGER

Lyly Mai

GENTLE MONSTER

University of Arizona