Experience

Runway Training

• Education Management
• 1 - 100 Employee

• Delivery Manager

  • Feb 2022 - Present

  - Identify training needs for, in excess of 30 DWP job centres across London and the south east of England based on key demographic, financial and environmental factors - Attending regular client meetings to review progress and align on strategy and KPIs for the future quarters. - Reviewing current offerings and training content as well as seeking out additional opportunities for business growth - Planning and allocation of resources based on pre agreed stratagies - Liaising with… Show more - Identify training needs for, in excess of 30 DWP job centres across London and the south east of England based on key demographic, financial and environmental factors - Attending regular client meetings to review progress and align on strategy and KPIs for the future quarters. - Reviewing current offerings and training content as well as seeking out additional opportunities for business growth - Planning and allocation of resources based on pre agreed stratagies - Liaising with marketing department to ensure all promotional material is impactful and effective. - Managing a large team of staff including coaching, staff Appraisals and regular performance reviews - As lead Equality and diversity champion ensuring the companies business policies and procedures are aligned with current socio economic factors. - Development of Recruitment strategy – organisational design, reviewing CVs, telephone interviews and face to face interviews - Budgeting, forecasting and Reviewing of contract value - Reviewing of Profit and Loss and redistributing of funding if needed. Show less



LuxDeco

• United Kingdom
• Retail
• 1 - 100 Employee

• Head of Customer Care

  • Sep 2020 - Dec 2021

  - Management and leadership of 14 team members. - Forecasting the weekly and monthly workload of the team including all rotas, locations, meetings and training. - Main contact for all HR queries and issues such as coaching and development, one to ones, personal development plans, disciplinary actions and managing sickness and returns to work procedures. - Managing a personal and shared team email account and distributing queries accordingly. - Daily reporting and collating of… Show more - Management and leadership of 14 team members. - Forecasting the weekly and monthly workload of the team including all rotas, locations, meetings and training. - Main contact for all HR queries and issues such as coaching and development, one to ones, personal development plans, disciplinary actions and managing sickness and returns to work procedures. - Managing a personal and shared team email account and distributing queries accordingly. - Daily reporting and collating of sales data for my team and the wider company incl Exec - Arranging of training days for team including booking venues and planning logistics of equipment. - Final escalation point for complaints and ensuring customers are contacted via telephone with a conclusion. - Working closely with the marketing department to create and issue discount codes and customers marketing preferences. - Liaising with the operations and warehouse team to provide accurate updates on customer orders. Show less



Alex Monroe

• United Kingdom
• Retail Luxury Goods and Jewelry
• 1 - 100 Employee

• Customer Service Management

  • Nov 2017 - Sep 2020

  London, United Kingdom - Management and leadership of 14 team members. - Forecasting the weekly and monthly workload of the team including all rotas, locations, meetings and training. - Main contact for all HR queries and issues such as coaching and development, one to ones, personal development plans, disciplinary actions and managing sickness and returns to work procedures. - Managing a personal and shared team email account and distributing queries accordingly. - Daily reporting and collating of… Show more - Management and leadership of 14 team members. - Forecasting the weekly and monthly workload of the team including all rotas, locations, meetings and training. - Main contact for all HR queries and issues such as coaching and development, one to ones, personal development plans, disciplinary actions and managing sickness and returns to work procedures. - Managing a personal and shared team email account and distributing queries accordingly. - Daily reporting and collating of sales data for my team and the wider company incl Exec - Arranging of training days for team including booking venues and planning logistics of equipment. - Final escalation point for complaints and ensuring customers are contacted via telephone with a conclusion. - Working closely with the marketing department to create and issue discount codes and customers marketing preferences. - Liaising with the operations and warehouse team to provide accurate updates on customer orders. Show less



PANDORA Jewellery UK Ltd.

• United Kingdom
• Retail Luxury Goods and Jewelry
• 1 - 100 Employee

• Operations manager

  • Jun 2011 - Nov 2017

  London, United Kingdom - Coaching and developing my team of store managers through regular store visits, setting goals and monitoring achievements, floor walks of the store to assess their commerciality, standards, BOH organisation and training needs. - Analysing sales reports, category mix % sales, Promotional item sales, and LFL sales and devising strategies for improvement - Scheduling promotional days for my stores and helping with the organisation of the marketing of the event. - Ensuring that the… Show more - Coaching and developing my team of store managers through regular store visits, setting goals and monitoring achievements, floor walks of the store to assess their commerciality, standards, BOH organisation and training needs. - Analysing sales reports, category mix % sales, Promotional item sales, and LFL sales and devising strategies for improvement - Scheduling promotional days for my stores and helping with the organisation of the marketing of the event. - Ensuring that the stores are showcasing the most commercial products to maximize sales, monitoring bestselling products and ensuring they are commercially placed within the displays. - Sourcing out new locations for stores and with involvement in the design, ordering of the stock and furniture Regularly designing and conducting training sessions for staff and management Show less