Juliet Gomes
Raleigh
Summary
Dynamic and results-oriented Customer Success leader with a proven track record of driving revenue growth and scaling operations in luxury eCommerce environments. Built and implemented a comprehensive CRM and post-purchase lifecycle engine, elevating annual revenue from $45M to over $85M and tripling company growth within three years. Architected end-to-end customer operations that seamlessly integrated service, sales, marketing, and logistics into a cohesive revenue-generating system. Skilled in mobilizing diverse stakeholders to create strategic social media content that drives traffic, increases engagement, and generates leads while employing innovative marketing strategies to maximize returns across multiple platforms.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Social Media & Partnerships
RITANI
01.2024 - Current
- Increased Instagram Reel performance from ~500 to 50K+ average views through education-based conversion content.
- Increased lead generation through strategic email and social media marketing efforts.
- Directed photoshoots and brand campaigns driving measurable social traffic and brand trust.
- Built influencer partnerships aligned with revenue and long-term customer acquisition.
- Analyzed market trends and competitive landscape to inform business decisions and strategy adjustments.
- Enhanced brand visibility by creating compelling content and engaging social media campaigns.
- Managed social media accounts to drive growth and enhance brand reputation.
- Managed social media platforms for increased online presence and audience reach.
- Established targets for social media platforms to reflect business objectives.
Director of Customer Success
RITANI
White Plains, NY
01.2021 - 01.2024
- Increased annual revenue from $45M to $85M+ within one year; tripled overall revenue within three years.
- Designed and implemented HubSpot CRM workflows managing full lifecycle communication from checkout through post-delivery retention.
- Recruited, hired, and trained a 15-person Customer Success & advisory team; partnered cross-functionally on strategic hiring initiatives.
- Oversaw operational flow from order placement to fulfillment and delivery, aligning sales, logistics, and production teams.
- Collaborated with sales and marketing teams to align strategies for customer acquisition and growth.
- Established training programs focused on enhancing product knowledge and service excellence among staff.
- Implemented structured post-purchase outreach driving measurable return business.
- Developed strategic customer engagement initiatives to enhance retention and satisfaction.
- Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
- Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
- Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
- Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
Social Media Manager & NYC Area Manager
BELLAMI
New York, NY
01.2018 - 01.2021
- Led and coached 15-person team across retail operations and brand education.
- Increased engagement 25% and follower growth 40%.
- Executed in-store brand activations driving repeat client relationships.
- Developed and executed comprehensive social media strategies to enhance brand visibility and engagement.
- Collaborated with cross-functional teams to align social media campaigns with overall marketing objectives.
- Analyzed performance metrics to refine content strategy and improve audience targeting.
- Managed content calendars, ensuring timely delivery of engaging posts across multiple platforms.
- Spearheaded influencer partnerships, driving increased reach and authentic engagement with target audiences.
Education
B.A. Business Management - Fashion Merchandising
Academy of Art University
Skills
- Lifecycle Automation
- Customer relations
- Analytical thinking
- Conflict resolution
- Cross-Functional Operations
- Relationship building
- Customer onboarding
- Client advocacy
Certification
- GIA Certified (Gemological Institute of America)
- HubSpot University Certified
Timeline
Director of Social Media & Partnerships
RITANI
01.2024 - Current
Director of Customer Success
RITANI
01.2021 - 01.2024
Social Media Manager & NYC Area Manager
BELLAMI
01.2018 - 01.2021
B.A. Business Management - Fashion Merchandising
Academy of Art University