Experience

CLUBZERØ
• United Kingdom
• Food and Beverage Services
• 1 - 100 Employee
• Operations & Account Management Lead

  • Oct 2022 - Present


Gorillas

• 1 - 100 Employee

• Operations Manager - East London

  • Jul 2021 - Oct 2022

  • Hire, lead, develop and motivate a team of warehouse managers• Full responsibility for the operational performance of all warehouses in my region, analysing dataaround sales, customers, and delivery to make informed decisions on how to drive sales whileensuring customer satisfaction• Balancing the day-to-day warehouse operations with an analytical mindset to understand howwe can grow the market.• Support the expansion team in launching new warehouses and ensuring they are operationallysuccessful• Be the main point of contact for my region and communicate with many different stakeholdersacross operations, commercial, legal, marketing, and the country management• Ensure all warehouses are compliant with all laws, regulations and standard practices• Drive KPIs, efficiency & profitability in the UK• Project management and roll out of new initiatives/ tasks

• Area Manager of ROUK

  • May 2021 - Jul 2021

  • Hired, lead & developed a team of warehouse managers, supervisors & associates• Supported the expansion team, rider growth, supply chain & marketing with launching all thewarehouses outside of London• Analysed each city to understand how we can grow the market

• Warehouse Manager

  • Mar 2021 - May 2021

  • Ensured the warehouse operates at peak efficiency, with customer satisfaction being the primary goal, by supervising, organising, directing, and training the warehouse team and establishing, monitoring, and managing operation goals• Trained and managed my own warehouse team consisting of supervisors, inventory associates, operations associates and riders to solve day-to-day operational issues and reach both short and long-term performance goals• Oversaw daily operations, while controlling and managing inventory and logistics• Maintained a safe and healthy work environment by establishing, following, and enforcingstandards and procedures and complying with legal regulations



TOPSHOP TOPMAN

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Flagship Service Manager

  • Sep 2020 - Feb 2021

  • I lead, shaped and grew highly engaged teams and created a store community. I actively built my teams through recruitment, training and engagement, as well as always succession planning and identifying future talent.• I ensured there was a slick operation in place and constantly reviewed the customers journey, ensuring there was a seamless connection between our multi-channel services and in store experience.• I controlled markdown through operational process, premium returns, stock movement, promotional activity and reconciling delivery• I supported the store leader in meeting all health and safety requirements providing a safe environment for customers and teams alike.• I managed all stock counts in store, ensuring this is set up and executed effectively.• I was proactive in escalation and management of all maintenance issues as well as managingeffective contractor relationships including cleaning and security

• Service Manager

  • Oct 2019 - Sep 2020

• Store Leader

  • May 2019 - Oct 2019

  • I played an active part in succession planning, for the store team and also supported the area talent strategy• I was responsible for payroll management, reviewing and forecasting in line with sales and communicating this to the management team• I created a culture where well-being mattered, good performance was rewarded and recognised and built a strong store community. I also identified and tackled performance issues inline with company procedure• I identified and addressed the training and development needs of the store team putting in place effective solutions and utilising the development tools available. I established clear job roles and expectations and was able to engage the team ensuring they were given what they needed to know, when they needed to know it so that they felt empowered and informed• I reviewed and challenged the sales floor layouts, financial data and market trends to ensure every opportunity was maximised• I lead the team to create and challenge my business plans to ensure that it was relevant, commercial and cost effective, exploiting all opportunities to generate sales and maximise profit• I was responsible for whole site processes and ensured the team were aware and understood the importance of being legally compliant. This included admin duties e.g. delivery management, cash handling, administration, delivery paperwork and payroll• I confidently managed challenging business messages and lead my team through change

• Sales Manager

  • Jan 2019 - May 2019

  I built and trained a strong visual and commercial team enabling us to maximise our sales and to grow our business. I set clear objectives and goals for the teams to drive commercial results with a sales focused approach.I ensured that the team had the right training to deliver service expectations and that performance was managed ‘in the moment’ with regular feedback. I also ensured that my teams had an excellent knowledge of TSTM trends.I made commercial decisions that were right for the business, using all commercial tools that were available, I effectively identified risks and opportunities on a daily basis, challenging supervisors to provide meaningful commercial data.I ensured visual and creative excellence was delivered to a high standard without affecting brand integrity or service and was able to see creative and visual excellence as key to delivering the customer experience and profitability.I identified visual opportunities in store and proposed and implemented visual solutions both long and short term always seeking feedback and sign off from brand and retail teams.I showed excellent organisation and project management skills with the ability to multi-task through creation of critical floor paths for floor moves, seasonal set up and the windows. I was able to use structured floor walks with my in-store team and support functions leading us to brainstorm ideas, critique visual proposition and generate action plans to maximise sales.I was able to challenge store layouts using all available commercial tools, ensuring linear and densities were being considered and brand guidelines were being challenged where appropriate.

• Sales and Service Manager

  • Nov 2018 - Jan 2019

  I went to this store for just over 2 months across peak to support and from this was able to review the stores stock and figures to liaise with branch merch to ensure our stock and stock holding was in the best possible position going into peak. I was able to set up the store visually for Christmas and be reactive to the change in customer base that was outside of the usual Central London customer. I ensured there was a slick operation in place particularly around peak scheduled deliveries and peak staffing schedules to permit me to put in place an achievable door to floor time for new stock and replen.I was also able to help develop and guide a senior Team Leader in to his first management role within a Central London store as well as support with recruitment for his replacement to ensure a smooth crossover period.

• Sales and Service Manager

  • Jun 2018 - Nov 2018

  I was able to shape and grow a highly engaged team and always put their well-being at the forefront and made them feel part of the store community. I created a learning culture, improved performance of staff live on the sales floor and utilised the available development tools. I ensured that each staff member had a place in store and was delivering to their highest potential.I engaged my team with communication ensuring they had all of the information they needed to do their job well.Service was my number one KPI and I exploited all opportunities to ensure that the customer was delighted with interactions, be that how the store was set up visually, to the staff they met or the way the store felt.I reacted to a constantly changing retail environment, driving service in the moment and ensuring both myself and my teams reacted to customer needs. I was always proactive in identifying ways to improve the customer experience, removing barriers and challenging tasks that were not adding value to the customer.Working in partnership with the store leader I forecasted brand sales plans and KPI targets.I provided key commercial and market place data to the store leader to filter to Head Office and support functions. I understood the customer profile and was able to propose store specific opportunities.I set clear objectives and goals for the teams to drive commercial results with a sales focused approach utilising Order In Store so we never missed a sale. I was able to embrace the development of multi-channel advancements and understood the commercial impact it had on our business.I constantly reviewed productivity, challenging planning, scheduling and zoning across the store and where necessary seek improvements.I was fully efficient in all administrative and back of house operations including cash handling, delivery process/ paperwork and payroll.

• Flagship Deputy Brand Manager

  • Sep 2016 - Jun 2018

  I was 1 of 3 DBM’s within a top flagship store in Topshop. From coming in to a store that was underperforming and consistently back on the year over 20% each day White City became one of the best performing flags in the company who took the highest cash figure and were consistently + on the previous year. During my time here I learned a completely new business and was able to use my knowledge and skills built from previous roles to influence how we did things within our store. From focusing on team development across the store as was able to achieve a highly deflated team into a team of driven and engaged staff through one on one training, group nights and giving on the spot feedback as well as frequent appraisals.I was involved in making commercial decisions (that in the end resulted in making more money the we previously had on certain departments) and working very close to the visual merchandisers to ensure their decisions were reflected in the figures.I had a core involvement on KPI’s such as e-receipts and Order In Store and how we push and improve them, engaging the team through competitions and positive reinforcement we quickly managed to achieve an above average result on all. Throughout the time I worked in this store due to the amount of achievements, staff and management developments and incredible climb on our mystery shop results we quickly became a store of excellence to which our area manager then consistently sent new managers for training with our management team.



Urban Outfitters Europe & Asia

• Women's Accessories Department Manager

  • Jan 2015 - Sep 2016

  My main responsibilities were to ensure we were recruiting and training the very best and giving them an inclusive insight into all departments in the store not just the one they would be based on. Having a strong relationship with Branch Merch which enabled to to gain access and insights into other stores stock levels so if there was an item that was selling particularly well in our store but not in another I could personally request it to be sent to us from that store.Built strong relationships with the Trinity Centre and the City to ensure we were involved in all events and activities such as Gay Pride and student events.As well as being completely involved in the product and the profitability of my department I also made the team at Leeds aware of it and be as passionate about it as I was through training and engaging them in areas they had interests in like visual merchandising.Some of my biggest accomplishments as a manager here were achieving a +15% lift in sales vs the previous year, achieved a -4% decrease in stock loss on my department vs the previous year and also have trained a staff member in to management and 3 other staff members to Team Leaders.Whilst being a manager here Collect From Store was very new to the business and launched across all stores, each store nominated a manager to roll the new technology and ways of working out to the rest of the management teams and staff, in this instance it was myself. With the training we gave to the staff and the engagement we received from them as well as the reaction from our customers, we became one of the best performing stores for this and were asking to share our training materials with the entire area.

• Womenswear Team Leader

  • Mar 2014 - Jan 2015

  Once promoted to Team Leader at this store I worked very closely with the Womenswear Manager to create an amazingly strong Womenswear team. As a Team Leader I bridged the gap between staff members and management as I would be the point of call for staff members when they needed anything from training to advice. I was given so many opportunities to prove myself as a Team Leader from helping with recruitment to solely overseeing womenswear when the Manager was on annual leave. I was also given the opportunity to learn a lot of operational based skills and also work alongside the visual merchandiser which gave me an understanding of the creative and commercial side of the business and how it effects sales.

• Sales Associate

  • Jul 2013 - Mar 2014

  During my time as a Sales Assistant my main role was to ensure I provided an exceptional customer service experience from the sales floor, fitting rooms and till points. This was often graded by mystery shoppers where we were consistently achieving 85% or more and swiftly become one of the top stores in our area through this.Once I had shown the management team my skills they were able to help me develop further by buddying me up with new starters to be inducted and trained on all aspects of the shop floor to ensure we maintained our reputation as a store of excellence for service.



EVERYTHING DIFFERENT LIMITED

• United Kingdom
• Business Consulting and Services

• Junior Copywriter

  • Mar 2013 - Mar 2013

  I was able to do a placement here whilst I was at University, I shadowed a Junior Copywriter and got to experience first hand what it's like to be part of a fast paced advertising company. I had the opportunity to write headlines and bodies for advertisements as well as being involved in meetings to bring forth new ideas and concepts with the team at Different. I also got to observe and be directly involved with adverts being edited and voice overs being recorded for big companies such as Benfield Motor Group and Land Securities. This helped me understand how bigger companies work from an advertising point of view and how working well in a team is vital for ideas and concepts to come together for the clients.

• Sales Associate

  • Mar 2010 - Sep 2010

Capita
• Canada
• Financial Services
• 1 - 100 Employee
• Call Centre Representative

  • Jul 2008 - Jun 2009