Joshua Placer

JYSK is a global retail leader in Scandinavian-inspired furniture and home goods, operating over 3,600 stores across 50+ countries. As COO for the Middle East, I oversee store operations, eCommerce, Buying, and Marketing across the UAE market, driving performance and customer experience across all touchpoints. I am currently leading strategic preparations for JYSK’s expansion into the Kingdom of Saudi Arabia (KSA), including market entry planning, operational setup, and brand positioning, while ensuring alignment with global standards and regional consumer insights.

In my role overseeing multi-market retail operations, I focused on driving sales growth and operational efficiency while fostering team development across several regional markets. I was responsible for managing 42 stores and leading a team of 600+ employees, where I implemented strategies that improved team performance and boosted retention. My leadership helped us achieve top-tier customer satisfaction scores and consistently exceed key performance indicators. I also optimized staffing models, reducing labor costs by 20% while ensuring the delivery of high-quality service. During a period of retail sales challenges, I developed and executed strategies that stabilized the business and set us up for continued growth. I played a key role in the strategic closure of five stores, reallocating resources to higher-potential locations and driving profitability. Additionally, I revamped our training and development initiatives, including launching a new onboarding process and the OWN Manager Development Program, which led to a 65% increase in training participation. Through these efforts, I was able to contribute to a significant shift in design business growth, with sales rising from 18% to 52% through targeted onboarding, development, and stretch goals. Throughout my tenure, I worked to build a culture of continuous learning and operational excellence, positioning the business for sustained success and growth.

I led the development and implementation of customer service strategies designed to enhance satisfaction, build loyalty, and elevate the overall brand experience. One of my key achievements was streamlining service processes, which resulted in an 80% reduction in customer complaints across both in-store and online channels. Collaborating closely with teams in logistics, customer care, and eCommerce, I helped integrate a unified customer view, leading to an 18% improvement in service scores. I also spearheaded the introduction of modern technology to support the customer experience, including the implementation of MPOS, the Assist App, and the Clientele Application, all of which enhanced the service delivery and customer engagement. By focusing on creating a seamless and elevated customer experience, I was able to drive improvements in both satisfaction and loyalty, ensuring a stronger connection with our brand.

As a Senior Operations Manager, I led the operations for five brands across the Northern and Southern Gulf markets, overseeing 33 stores. I managed a team that included an Operations Manager and two Area Managers, ensuring strong leadership and operational excellence. My contributions were recognized with Alshaya’s prestigious "Award of Excellence" as Operator of the Year, while my host brand received the esteemed "People First Award" for its outstanding commitment to both internal and external customers. I implemented division-wide strategies that enhanced efficiency, streamlined processes, and drove significant improvements in overall performance across the region. By focusing on operational excellence and team development, I contributed to sustainable growth and strengthened the brands' market presence.

I led operations in the KSA market for two years, successfully launching 11 stores across three provinces. I oversaw the hiring process for all staff, both globally and locally, while implementing a Saudization strategy that began at 60% and reached 100% in select regions. In the UAE, I managed the largest sales market for five years, overseeing 18 locations and driving strong business performance. Additionally, I built a robust internal growth strategy, resulting in the longest tenure among Home Furnishings staff at Alshaya.

Led the store team at Alshaya’s Home Furnishings Division (Pottery Barn) in Kuwait, driving sales, reducing stock loss, and optimizing cost control. Focused on team development, compliance, and operational efficiency to ensure smooth store operations and a high-performance culture. Successfully launched the brand, overseeing key aspects of marketing, visual merchandising, and brand positioning. Partnered with the host brand to implement tool and product rollouts. Led recruitment efforts, building a strong team and promoting all Sales Managers to General Managers, fostering internal growth and leadership development.

As General Manager at Williams-Sonoma Inc. (Pottery Barn), I led flagship store operations, driving a $3.2M sales increase from 2004 to 2007 and consistently exceeding contribution goals. I was also instrumental in promoting 13 employees into management roles, supporting internal growth and leadership development within the team. Additionally, I was recognized for surpassing visual standards and played a key role in opening the world’s largest Pottery Barn store, a 36,500 sq. ft. location. My focus on operational excellence and creating a top-tier customer experience contributed to the store's success and strengthened the brand's presence.

Supported store operations, focusing on boosting sales, improving profitability, and supporting team performance.

Visual execution for six stores across four states, including window displays and store presentations. Supervised a team of 15 to ensure visual and operational standards, customer service, and profitability.