Chad Roberts

Retail executive with nearly 30 years of success leading multi-unit operations across high-volume, omnichannel, and experiential environments. Recognized for driving sales growth, operational turnarounds, and team development across nationally recognized brands.

I specialize in transforming operational complexity into scalable systems — leveraging AI, strategic analytics, and people-first leadership to drive measurable results. My leadership style blends innovation, empathy, and accountability to achieve sustainable performance improvements and exceptional customer experiences.

Director of Retail Operations | Lovingly | Charlotte, NC | Jul 2023 – May 2025

Led operational, marketing, and logistics strategies across a 900+ partner florist network.

Standardized and documented 280+ SOPs, improving execution consistency and reducing errors by 15%.

Introduced HRIS systems, increasing payroll efficiency and employee engagement.

Implemented AI-driven pricing and workflow automation, boosting order value by 15%.

Developed national holiday playbooks (Valentine’s Day +30% YoY, Mother’s Day +14% YoY, -12% expenses).

Directed a 75% expansion of the Charlotte hub and led full retail rebranding projects.

Store Manager – High Potential Development Program | Michaels Stores | 2022 – 2023

Recruited for turnaround of underperforming store; elevated ranking from 970th to 55th nationally.

Appointed District Framing Captain; increased On-Time Delivery from 86.4% to 91.8%.

Reduced payroll expense from 12.95% to 10.24% of sales in under one year.

Market Manager – Custom Framing Division | Michaels Stores | 2018 – 2020

Managed 45+ stores across NC, SC, and TN; achieved +2.6% comp growth vs. chain decline.

Rebranded Custom Framing division and developed a leadership succession pipeline (9 internal promotions).

General Manager | Ashley HomeStore | 2021 – 2022

Led top-performing store (#1 of 27 in RTB, #2 in Sleep RTB).

Designed a companywide bonus calculator, improving clarity on performance metrics.

Implemented a selling tool increasing margin by 2.8% in Q4.

General Manager | Conn’s HomePlus | 2020 – 2021

Increased Lease-to-Own penetration by 26% YoY.

Reduced turnover from 110% to 60.1%; awarded peer-voted East Region MVP.

Multi-Store Operations Manager | Macy’s | 2012 – 2014

Managed $70M P&L and improved worker safety, reducing comp claims by 57%.

Achieved top 25 rankings nationally for payroll efficiency.

Manager, Retail Operations | Carowinds | 2006 – 2010

Oversaw 40+ profit centers, 2 warehouses, and seasonal food and retail operations.

Reduced shrink by 80% and improved guest satisfaction through service audits.

Games Operations Manager | Kings Island | 1995 – 2005

Directed team of 350+ seasonal staff and led large-scale guest experience programs.

Education & Certifications

Training in AI Tools for Business Improvement – OpenAI, Anthropic

JD Edwards (Oracle) – Certification in Financial Reporting

Certified Park & Recreation Professional – In Progress

*CPR / First Aid / AED Certified

Community & Leadership

Mentor for emerging retail and operations leaders.

Keynote Speaker – “Moments of Truth” leadership and organizational health, YMCA.

Volunteer with local youth sports, sustainability programs, and community engagement initiatives.

Will attach resume subsequent to profile completion.