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Biljana ‘Bee’ Smith
Head of Capability and Compliance at CPMWith an extensive track record spanning over two decades in sales, merchandising, and contact centre fields, Biljana ‘Bee’ is a seasoned and hands-on Learning and Development Manager responsible for managing a dynamic team of facilitators and designers across retail and contact centre environments.
Starting her career in the field, Bee brings over 20 years’ experience, specialising in retail merchandising, working with global brands that have included Microsoft, Intel, Optus and Swisse, as well as focusing on large fashion and FMCG retailers. Bee understands the retail landscape and the nuances that accompany each individual segment, brand, store and location having conducted and provided direction for in-store product marketing displays, product flows, reviews and identifying opportunities to improve merchandising strategies. Further, Bee knows the importance of evaluating sales metrics, competitive analysis and being able to identify opportunities to enhance product stories.
Bee also brings an unwavering commitment to continuous improvement and the delivery of quality customer experiences; this has been instrumental in establishing and upholding Quality Assurance standards and processes for our clients. Her profound expertise extends to certification as an ISO 9001 auditor, showcasing her dedication to ensuring the highest standards of quality in every aspect of our operations. A distinctive aspect of Bee’s professional journey is her fervent passion for coaching and nurturing future leaders. This commitment has led her to oversee Learning and Development projects not only in Australia but also across the Asia Pacific region.
Specialties: Retail sales and merchandising, contact centre, telecommunications, technology, utilities, FMCG, auditing and quality assurance.