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Retail leader with extensive experience across South Africa, Angola, North Africa, and the Middle East & Africa region. Known for operational excellence, compliance with global standards, and building seamless consumer journeys across DTC and travel retail environments. Strategic planner focused on sales growth, brand building, team development, and regional expansion. Experienced in driving profitability, merchandising, inventory/operations, technology integration (POS and analytics), and cross-functional collaboration with global stakeholders to ensure consistent brand execution across markets.…Retail leader with extensive experience across South Africa, Angola, North Africa, and the Middle East & Africa region. Known for operational excellence, compliance with global standards, and building seamless consumer journeys across DTC and travel retail environments. Strategic planner focused on sales growth, brand building, team development, and regional expansion. Experienced in driving profitability, merchandising, inventory/operations, technology integration (POS and analytics), and cross-functional collaboration with global stakeholders to ensure consistent brand execution across markets.

Leigh-Ann Sylvester

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Retail leader with extensive experience across South Africa, Angola, North Africa, and the Middle East & Africa region. Known for operational excellence, compliance with global standards, and building seamless consumer journeys across DTC and travel retail environments. Strategic planner focused on sales growth, brand building, team development, and regional expansion. Experienced in driving profitability, merchandising, inventory/operations, technology integration (POS and analytics), and cross-functional collaboration with global stakeholders to ensure consistent brand execution across markets.…Retail leader with extensive experience across South Africa, Angola, North Africa, and the Middle East & Africa region. Known for operational excellence, compliance with global standards, and building seamless consumer journeys across DTC and travel retail environments. Strategic planner focused on sales growth, brand building, team development, and regional expansion. Experienced in driving profitability, merchandising, inventory/operations, technology integration (POS and analytics), and cross-functional collaboration with global stakeholders to ensure consistent brand execution across markets.

Available to hire

Retail leader with extensive experience across South Africa, Angola, North Africa, and the Middle East & Africa region. Known for operational excellence, compliance with global standards, and building seamless consumer journeys across DTC and travel retail environments.

Strategic planner focused on sales growth, brand building, team development, and regional expansion. Experienced in driving profitability, merchandising, inventory/operations, technology integration (POS and analytics), and cross-functional collaboration with global stakeholders to ensure consistent brand execution across markets.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Head of Retail MEA at New Balance

October 1, 2023 - Present

Responsible for leading the end-to-end DTC retail function across MEA, including retail strategy development and execution to drive sales growth, enhance customer experience, and strengthen brand presence across physical stores and online channels. Leads, mentors, and manages retail teams (store managers and sales staff) to achieve targets while building a high-performance culture. Oversees store performance against budgeted sales and identifies operational improvements to maximize profitability. Drives exceptional in-store and digital journeys through improvements in layout, merchandising, and service quality. Manages retail operations including inventory control, staffing, and compliance with health, safety, and company policies. Owns market analysis, competitor monitoring, and industry trend tracking to adjust strategies accordingly. Manages retail budgets and ensures effective cost control. Leads cross-functional alignment with marketing, product, logistics, and other departments,

Retail Operations Manager (MENA Fitness & Lifestyle) at Al Khayyat Investments

October 1, 2022 - September 30, 2023

Led all retail operations across MENA, including establishing retail processes, recruiting, and training teams. Managed budgets, pricing, margins, and stock control, and set up and directed operational planning and controls to achieve business objectives. Developed and executed the development strategy and business goals for a new concept launch across MENA. Built cross-functional relationships with internal stakeholders and external partners including headquarters, agencies, and vendors. Created a strong operating culture while mentoring store operations, buying, planning, and marketing teams, implementing best practices to improve regional departmental efficiency. Analyzed data and market trends to identify category gaps and new business opportunities.

Retail Operations Manager MENA at Al Khayyat Investments

October 1, 2022 - September 30, 2023

Owned all retail operations across MENA for a fitness & lifestyle concept, including setting up retail processes, recruiting and training teams, and managing budgets. Oversaw pricing, margins, and stock control, and managed end-to-end store operations planning, organizing, staffing, directing, and controlling to achieve business objectives. Led strategy development and set business goals for the new concept launch across MENA.

Consumer Experience Manager (Travel Retail | Airports) at Philip Morris International (PMI) - Brand IQOS

February 1, 2020 - December 31, 2021

Led consumer experience and commercial fundamentals for MEA in travel retail across airport environments. Managed retail operations and end-to-end consumer journeys using an operational excellence model and ensuring compliance with global retail compliance, brand VM, and training programs. Coordinated multiple departments, supported constant updates to brand guidelines/curriculum, and built capabilities across countries. Launched and implemented new systems and technology, managed recruitment and third-party agency performance, and ran quarterly performance meetings with KPI tracking, budget oversight, and analysis of consumer feedback. Delivered multiple commercial projects and ensured strong cross-functional collaboration.

Retail Operations Manager (UAE - Brands: SSS, Napapijri, Timberland, Vans, The North Face, Basketbolista, Dropkick) at GMG

April 1, 2018 - January 31, 2020

Managed retail operations in UAE across multiple stores within flagship malls for several brands. Drove achievement of annual sales budgets and KPIs by improving UPT, ATV, conversion, and by developing in-market strategies. Owned profitability oversight and managed P&L drivers across stores by reviewing opportunities to improve margins and performance. Led and developed a team of 200+ employees, including headcount planning, recruitment, induction, and management/training of area and store managers. Delivered project management for new brand/store openings and brand events. Ensured compliance with visual merchandising standards, space planning, audit procedures, loss prevention procedures, and health & safety requirements. Built strong relationships with brand partners and mall management, and implemented back-of-house processes/systems to improve service satisfaction and reduce cycle times.

Retail Operations Manager (Multiple brands) at GMG - UAE (Dubai)

April 1, 2018 - January 31, 2020

Managed retail operations in UAE for multiple brands within flagship malls, ensuring achievement of annual sales budgets and KPIs. Improved sales performance by driving UPT, ATV, and conversion across all stores. Managed profitability and P&L by reviewing opportunities to drive profit. Led and developed a large team (200+ employees), handling headcount planning, recruitment, induction, and training for area and store managers. Managed project work for openings of new brands/stores and brand events. Ensured compliance with visual merchandising standards per brand guidelines, including space planning, audit procedures, loss prevention, and health & safety. Built strong relationships with brand partners and mall management.

Retail Operations Manager (Brand: Nike) at GMG

July 1, 2014 - March 31, 2018

Responsible for retail operations for Nike within the UAE, managing stores in flagship malls. Achieved annual sales budgets and KPI targets by improving UPT, ATV, conversion, and executing profitability initiatives through P&L ownership. Led performance management and people development for retail teams, including recruitment, onboarding, training, and development of store and area managers. Ensured visual merchandising compliance with brand guidelines, space planning standards, audit and loss prevention procedures, and health & safety compliance. Delivered operational initiatives to improve customer experience and journey, including staff training programs and fitting room service improvements that increased unit per transaction. Implemented reporting to stakeholders on weekly store insights and strengthened customer service relationship building through KPI-driven staff programs.

Retail Operations Manager at GMG - UAE (Dubai) (Brands: Nike)

July 1, 2014 - March 31, 2018

Owned retail operations for the Nike business in UAE, supporting store performance against budgets and KPIs. Focused on accelerating sales through improved shopper metrics (UPT, ATV, conversion), strengthening store profitability, and leading performance management, coaching, and training for store and area managers in line with brand standards.

Operations Manager (Angola | South Africa) - Resource Fashion Trading at Resource Fashion Trading

February 1, 2012 - June 30, 2014

Developed and reviewed brand strategy and marketing plans to improve brand awareness and sales. Planned and rolled out marketing campaigns including competitions, events, and merchandising within budget. Managed account relationships and developed partnerships with stakeholders. Oversaw logistics, sourcing, orders (local and international), suppliers, inventory and range development, brand management, and supported store openings in Angola.

Operations Manager at Resource Fashion Trading (Angola | South Africa)

February 1, 2012 - June 30, 2014

Developed and reviewed brand strategy and marketing plans to improve brand awareness and sales. Planned and rolled out marketing campaigns, events, and merchandising within marketing budgets. Managed account relationships and built partnerships across stakeholders while owning logistics, sourcing, orders (local and international), suppliers, inventory management, and range development. Supported brand management and store openings in Angola.

Office Operations Manager at Theme Creations Office

June 1, 2005 - January 31, 2012

Managed office operations and business coordination, including accounting support, team dynamics, event coordination, sales, relationship building, and people management for an in-house team and events. Handled correspondence, complaints, and general queries while improving procedures and processes. Led initiatives such as launching biometric solutions to improve payroll accuracy, and strengthened supplier and client relationships.

Office Operations Manager at Theme Creations

June 1, 2005 - January 31, 2012

Provided office and business operations management, coordinating day-to-day processes, accounting knowledge, event support, sales support, relationship building, and people management for a team of 50 (plus event personnel). Managed correspondence, complaints, and queries, and implemented procedures and processes to improve ways of working and operational accuracy.