Marissa Burge
Phoenix
Summary
Dynamic professional with extensive experience in leading customer success initiatives and coaching teams to exceed performance standards. Proven ability to leverage data-driven insights and process improvements, resulting in enhanced customer engagement and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Regional Loyalty Manager
Kohls Corporate
Phoenix, AZ
08.2024 - Current
- Lead customer engagement, loyalty, and credit strategy across 174 stores spanning two regions, supporting approximately 1,100+ store leaders, 11 District Managers, and 2 Regional Managers.
- Responsible for influencing performance across a credit portfolio representing more than $800M in annual business volume.
- Partner directly with the Director of Loyalty Field Strategy to drive execution of enterprise initiatives, improve adoption of customer-facing programs, and align field execution with organizational objectives.
- Utilize field observations, customer feedback, associate insights, and performance data to identify opportunities and influence the development of technology enhancements, operational tools, and standardized processes.
- Drive accountability to execution standards through coaching, performance reviews, reporting, and strategic action planning.
- Deliver executive-level reporting and recommendations that support business decisions and improve customer acquisition, retention, and engagement.
- Leverage AI-powered tools and modern technology platforms to accelerate analysis, improve communication effectiveness, and enhance operational decision-making.
Operations Manager
Kohls Department Store
Fontana, CA
11.2023 - 08.2024
- Led daily operations for a high-volume retail location, overseeing approximately 80 associates and multiple operational departments.
- Improved overall store ranking from 1,141 of 1,165 stores to 71st company-wide within one year through disciplined execution, team development, and operational process improvements.
- Increased store performance from achieving 3 of 16 key performance indicators to consistently delivering 16 of 16 KPIs.
- Drove sustained sales growth, delivering 16% positive sales comp performance during tenure.
- Developed and coached leaders and associates on operational excellence, customer experience, productivity, and execution standards.
- Implemented process improvements that enhanced efficiency, customer satisfaction, inventory flow, and overall business performance.
- Served as Safety Responsible Person, leading safety and compliance initiatives and driving accountability to operational standards.
Manager in Training
Kohls Department Store
Moreno Valley, CA
05.2023 - 11.2023
- Participated in accelerated leadership development focused on store operations, financial performance, talent development, and customer experience.
- Partnered with executive store leadership to analyze business performance, implement strategic initiatives, and drive operational execution.
Sales Supervisor
Sephora
Beaumont, CA
05.2022 - 05.2023
- Led and coached a customer-facing sales team focused on delivering exceptional client experiences and achieving sales objectives.
- Supported recruitment, onboarding, training, and development of new team members.
- Partnered with district and store leadership to improve customer engagement, loyalty participation, and operational consistency.
Consulting Intern
MVR Consulting
Beaumont, CA
09.2015 - 05.2017
- Partnered with cross-functional teams to identify process improvements and streamline project workflows.
- Developed strategic recommendations based on data analysis and client needs assessment.
- Facilitated client workshops to gather insights and align project goals with business objectives.
- Analyzed industry trends to inform decision-making and enhance client service offerings.
Education
Bachelor of Arts - Anthropology
University of California, Riverside
Riverside, CAAssociate of Arts - Anthropology
Mt. San Jacinto College
San Jacinto, CASkills
- Customer Success Leadership
- Team Coaching & Development
- Customer Retention Strategies
- Program Adoption
- Process Improvement
- Cross-Functional Leadership
- Performance Management
- Data Analysis & Reporting
- Executive Communication
- Operational Excellence
- AI & Technology Adoption
Accomplishments
State Assembly Certificate of Recognition
Affiliations
- Young Professionals Business Resource Group-Ambassador
- Women's Business Resource Group
Certification
- Internal Leadership & Safety Certifications
Timeline
Regional Loyalty Manager
Kohls Corporate
08.2024 - Current
Operations Manager
Kohls Department Store
11.2023 - 08.2024
Manager in Training
Kohls Department Store
05.2023 - 11.2023
Sales Supervisor
Sephora
05.2022 - 05.2023
Consulting Intern
MVR Consulting
09.2015 - 05.2017
Bachelor of Arts - Anthropology
University of California, Riverside
Associate of Arts - Anthropology
Mt. San Jacinto College