Experience

Minta UK

• United Kingdom
• Wholesale

• Head of Projects

  • Mar 2023 - Present

• Operations Manager

  • Jan 2023 - Mar 2023


Boots UK
• United Kingdom
• Retail
• 700 & Above Employee
• Store Manager

  • Jun 2021 - Jan 2023


Virgin Money

• United Kingdom
• Financial Services
• 700 & Above Employee

• Store/Cluster Manager

  • Apr 2012 - Apr 2019

  I managed the busiest new business Store in the Network in Norwich before relocating back to Manchester in 2016 and transferring over to Lounge Manager. This role led to overseeing various projects including re-writing the compliance and risk framework for the Lounges. I got promoted to Cluster Manager in my last role in 2017 which left me managing 5 different sites across Greater Manchester. Highest colleague engagement survey results in the central region.Holding monthly reviews of performance and development plans for all teams.Un-announced audit visits to review individuals and Stores compliance on a monthly basis to keep my Cluster green at all times.Winning the exceptional customer experience award in the Manchester BID mystery shopping scheme.Continuously exceeding targets including regularly hitting number one in the network for numerous product sales.Developing and retaining relationships with local businesses and individuals to increase our bottom-line contributions.Highest VMG registrations with local charities in the Store Network.Part of a team of 5 to plan and create a charity ball, raising over £10,000 for NSPCC, our cooperate charity at the time. Organising and hosting a range of events that meet all required objectives.Continuously in the top 5 Stores in the network for customer satisfaction and net promotor scores.Maintaining knowledge of all regulatory policies and procedures and assessing my team regularly to make sure all Stores and staff were compliant. Re-writing the risk and compliance framework for the Lounges and rolling this process out to the Lounge teams.Creating and rolling out product training for all Stores within our area.Scrutinising daily MI to identify trends and seek any training gaps.Introducing a training needs analysis for my team, allowing me to see the weak spots and coach my team in these areas. This TNA was rolled out across the area for all Stores to follow. Show less

• Deputy Lounge Manager

  • May 2011 - Apr 2012

  My role as Deputy Lounge Manager was to support the Lounge Manager and lead the team of Lounge Hosts into creating an unforgettable experience for all our customers, the local community and charities.Deputising in the absence of the Lounge Manager, regularly holding 1-2-1’s and coaching the team to delivery outstanding customer service.Supporting the Lounge Hosts with knowledge of company products and how to introduce them appropriately.Looking after the Lounge budget to make sure we kept underspend and put plans in place when we fell over.Overseeing all key events and staffing rotas.Building relationships with local Stores to work together on charity events. Show less

• Customer Advisor

  • Apr 2009 - May 2011