Imani Peterson-Pierre

I’m a customer experience and operations leader with 10+ years of progressive responsibility across retail, logistics, and service organizations. I build and lead high-performing teams, optimize customer journeys, manage KPIs, and translate customer insights into measurable business impact.

As a Customer Experience Manager at Michaels (2023–Present), I lead front-end and omni-channel operations to ensure consistent customer experience standards. I onboard, train, and develop associates and leaders on SOPs, POS systems, and performance expectations, driving accountability through KPI management, coaching, and performance feedback.

Previously at Phast Logistics LLC (2020–2023), I built and led a customer care organization—owning recruitment, training, coaching, and performance management while managing escalated issues to protect key relationships. Earlier at Sephora (2014–2020), I supported leadership through recruiting and onboarding, delivered consultative selling and customer engagement training, and led client-facing events to drive loyalty and sales performance.