Open to opportunities

Mariana Novoa

@mariananovoa

Message

Client success leader driving retention, team development, and revenue.

United States

Message

What I'm looking for

I am looking for a role where I can lead client success and operations, mentor teams, implement systems/process improvements, and drive retention and revenue within a collaborative, customer-focused organization.

I am a results-driven client success and operations leader with extensive experience managing high-value luxury accounts, talent programs, and retail operations. I have a proven record of improving retention, streamlining workflows, and driving revenue growth while delivering exceptional, high-touch client experiences for designer and celebrity clientele.

Throughout my career I have implemented SOPs and systems integrations (JD Edwards/Oracle, ticketing, Microsoft Teams) that reduced errors and improved efficiency, led talent acquisition and development for large teams, and supported multimillion-dollar showrooms and flagship stores. I am bilingual in English and Spanish and I bring a collaborative, metrics-driven approach to operational excellence and employee development.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Waterworks

Sep 2022 - Present (3 years 2 months)

Managed service operations for an $18M portfolio of ~100 residential accounts, implemented SOPs and systems that reduced order errors by 12% and improved efficiency by 15%, and increased repeat business by 10%.

Client Success Account Management Process Improvement Cross Functional Collaboration CRM Onboarding

Talent & Business Operations Manager

Sephora

Sep 2014 - Aug 2022 (7 years 11 months)

Led talent, operations, and workforce planning for a $20M+ flagship store with 80+ associates, maintained 97%+ inventory accuracy, reduced time-to-fill by 20%, and kept turnover 20% below industry average.

Talent Acquisition Workforce Planning Training Development Inventory Management Scheduling Employee Development Retail Operations Event Coordination

Showroom Manager

Bui-Lavry PR, LLC

Apr 2012 - Mar 2014 (1 year 11 months)

Managed showroom operations and designer relations for a boutique PR/wholesale showroom, grew showroom revenue by 10% through regional sales and secured new retail accounts and press placements.