Laura Collier
Virginia Beach
Summary
Senior-level manager with proven expertise in optimizing retail efficiency and elevating team performance.
Overview
43
43
years of professional experience
Work History
NF 5 Program Manager, Operations & Policy
Nexcom
07.2024 - Current
- Leads the team in development and implementation of new and enhanced retail equipment, systems, and operational initiatives to improve store efficiency and performance across multiple locations.
- Evaluates implementation strategies and establishes performance metrics to measure program effectiveness, operational efficiency, and business outcomes.
- Developed and standardized operating policies, procedures, and business processes, ensuring consistency and compliance with organizational objectives.
- Conducted post-implementation assessments to evaluate program success, identified opportunities for continuous improvement, and ensured compliance with established standards.
- Delivers operational and technology training to field personnel, supporting enterprise-wide system implementations and adoption of new business processes.
- Provide technical guidance and operational support to headquarters and field teams by troubleshooting retail systems, resolving operational issues, and recommending process improvements.
- Researched and analyzed operational and technology-related challenges, identifying root causes and implementing effective solutions to enhance overall store performance.
- Collaborates with cross-functional stakeholders to support large-scale retail operations initiatives, communicate implementation updates, and ensure successful execution across the organization.
- Direct supervision of team of six Operations or Communications Specialists and oversight of the Ecommerce Returns Center.
NF 5 Operations Manager
Rota Spain
04.2022 - 07.2024
- Managed overseas exchange and full operational duties for Main Store, Car Care Center, and remote stores, including 2 Embassy stores.
- Achieved service increase in net contribution of 12% to PL in 2023 and 28% to PL in 2024.
NF 5 District Operations Manager/Services
Europe District
01.2019 - 04.2022
- Effectively managed services concessions with pandemic restrictions without loss of any concessionaires or businesses so operations and service could resume immediately and successfully as restrictions eased. (FY21 District Services Sales +34% PL. Pandemic restrictions didn't fully lift until late spring 2022..
- Oversaw services operations across multiple locations in NEX Europe District, managing projects, new concession awards, and renovations.
- Streamlined contract request processes in partnership with local Contracting office, ensuring continuity for district contract awards and pricing.
NF 5 Navy Exchange General Manager
NEX Atsugi Japan
08.2009 - 01.2019
- Managed major projects including 14k addition and full renovation of Main store, along with complete renovations of Minimart, Foodcourt, Uniform Store, Home Store, Personalized Services, Barber/Beauty shop, and Pizza Hut, resulting in improved customer experience and engagement.
- Maintained positive EOP results for nine years by implementing effective strategies and monitoring performance.
- 2017 total sales $20M. Sales erosion from a high of $29M each year 2009-2012 due to strong yen rate, reduced COLA/Post Allowances and decreased population of the base. EOP maintained through the years and 2017 EOP was 13.4% of sales
- Managed direct run services including Pizza Hut, Taco Bell, and Subway to maintain operational efficiency.
- Established productive relationships with community, local, and regional commands to enhance collaboration and support.
NF 5 Navy Exchange District Services Manager
Northern District
05.2008 - 07.2009
- Services Sales volume $10.3M, Gas sales volume $41M
- 2008 District services sales increased +10% LY, Net improved +29% LY
- 2009 District services sales increased 1.0% Net increased 3.8%
- Managed three BRAC locations: NEX Brunswick, Willow Grove and Scotia.
- Developed Pro Forma for District Services to identify strengths and address poor-performing categories at each location.
- Coordinated staff training sessions and provided ongoing guidance to enhance in-store support and improve response times.
- Sourced local gift products for district locations, attended trade shows, researched business trends, and shared insights with counterparts in other districts.
NF 5 Navy Exchange General Manager
NEX Moffett Field, CA
07.2006 - 05.2008
- Achieved total sales volume of $22 million through effective sales strategies.
- Managed direct run services for automotive repair, gas, barber, and beauty, while overseeing contracts for McDonald's, sandwich deli, and laundry/dry cleaning.
- Analyzed and reported ‘BRAC’ expense savings exceeding $1 million, enhancing budget accuracy.
- Earned recognition for effective operations and leadership during challenging situations.
NF 4 Navy Exchange General Manager
NEX Monterey, CA
05.2005 - 07.2006
- Earned ‘Outstanding Performance BZ Award’ in 2006 and ‘Superior Operations & Leadership Extraordinary’ in 2005 for exemplary leadership and operational excellence.
- Managed direct run services including automotive repair, gas station operations, vending machine maintenance, barber shop management, optical shop services, and contracted laundry/dry cleaning operations, ensuring quality and reliability.
- FY05 increased Sales 5.6% and EOP 265%
- FY06 increased sales 3.4% and EOP 48.2%
NF 4 Navy Exchange Hardlines Divisional Manager
NEX Moffett, CA
06.2003 - 05.2005
- Achieved total sales volume of $22 million
- Increased sales and net profit through strategic initiatives
Director of Stores
Made In Washington Stores
Seattle
01.1998 - 01.2003
- Generated annual sales exceeding $5.5 million by implementing strategic marketing and enhancing customer engagement.
- Advanced through roles in retail chain of 6 gift stores and a website, beginning as Multi-Unit Manager, progressing to Buyer, and ultimately Director of Stores.
Stores Mgr/Acting District Mgr
Claire’s
Los Angeles
01.1991 - 01.1997
Store Mgr
AAFES
Germany
01.1984 - 01.1990
Education
Executive Skills Development -
Navy Exchange
01-2004
Some College (No Degree) - Music major
University of Portland
Portland, ORSkills
- Sales & Profitability optimization
- Performance metrics & budget management
- Operational strategy & strategic planning
- Cross-functional team builder
- Problem solving & Attention to detail
- Effective communication
- Cultural sensitivity
- Operational efficiency
- Team leadership
- Team training and development
- Organizational performance
Awards
- 2005, NEX Outstanding Leadership Award
- 2006, NEX Outstanding Performance BZ Award
- 2008, NEX Superior Operations & Leadership Extraordinary Circumstances
- 2010, Navy Lodge Carlson Award
- 2010, Navy Lodge Hospitality Award
- 2011, NEX Letter of Appreciation Operation Tomodachi
- 2011, NEX Superior Operations & Leadership Extraordinary Circumstances
- 2011, Navy Lodge Hospitality Award
- 2016, NMCRS Distinguished Service Award
- 2021, Bravo Zulu NEX Europe Contracting Office
- 2020, Honorary Bingham
- 2021, Honorary Bingham
- 2026 Certificate of Appreciation
Timeline
NF 5 Program Manager, Operations & Policy
Nexcom
07.2024 - Current
NF 5 Operations Manager
Rota Spain
04.2022 - 07.2024
NF 5 District Operations Manager/Services
Europe District
01.2019 - 04.2022
NF 5 Navy Exchange General Manager
NEX Atsugi Japan
08.2009 - 01.2019
NF 5 Navy Exchange District Services Manager
Northern District
05.2008 - 07.2009
NF 5 Navy Exchange General Manager
NEX Moffett Field, CA
07.2006 - 05.2008
NF 4 Navy Exchange General Manager
NEX Monterey, CA
05.2005 - 07.2006
NF 4 Navy Exchange Hardlines Divisional Manager
NEX Moffett, CA
06.2003 - 05.2005
Director of Stores
Made In Washington Stores
01.1998 - 01.2003
Stores Mgr/Acting District Mgr
Claire’s
01.1991 - 01.1997
Store Mgr
AAFES
01.1984 - 01.1990
Executive Skills Development -
Navy Exchange
Some College (No Degree) - Music major
University of Portland