Sales Manager

• Sep 2018 - Present

Franchise Support Manager

• Oct 2015 - Jul 2018

Provide the highest possible standard of support to members of the ERA network; assisting and guiding them to build successful ERA business.Provide support to the ‘Head of Operations’ in the general running of the support hub as well as deputising when necessary.A key part of the role which I really enjoy is meeting with associates holding ‘business reviews’. These meetings help support, coach, listen and challenge associates whilst forming long lasting trusting relationships. These conversations can be under many different guises ranging from: accountability, being an uncomfortable friend, supporting ambitious growth plans, business expansion or exit, saying well done or asking tough/honest questions when things are going to plan. Ultimately to ensure that they deliver on their business plan and KPI’s.To handle all incoming requests for support from the network.Analyse performance/KPI data from the CRM system to identify; under performers, to plan business reviews to formulate action plans & accountability calls.Maintain a ‘Risk Register’ of associates at risk of leaving the ERA network.Catch people ‘doing things right’ and rewarding good performance.Responsible for all communications coming out of the support hub; Group Updates, New Policies, New Initiatives.Work closely with the Academy Business Manager to support new associates.Represent the franchise network within the company; sharing best practices from Franchisees regarding business development, innovation opportunities to develop the wider business.Taking a proactive approach to all franchise renewals; maintain a register, make contact with relevant associates, discuss with the Managing Director and prepare new franchise Agreements.The end to end management of all franchisee exits.Manage all prospect/client enquires (internal & external).Responsible for maintaining all material contained on the ‘ERA Training Video Library’.Maintain and update Operations and Procedures Manuals.

Divisional Performance Manager

• Apr 2015 - Oct 2015

Work closely with the Operational Services Managers for medicine to take a lead in the division ensuring that patient wait time performance targets are met and to identify performance and service improvement issues. Provide direction and guidance to managers on the monitoring and performance for their specialties in a timely manner and escalate any issues which affect performance targets. The Performance Manager manages those responsible for the performance within the business unit by leading, managing, motivating, guiding, supporting a team to meet all performance indicators and to have some fun along the way. Deputise for the Operational Services Manager on performance and support staff issues in their absence.

Customer Services Advisor Student Services (Fixed Term contract)

• Mar 2014 - Jun 2014

Responsible for the provision of advice and information on all aspects of customer service within the Student Services Centre at the University of Southampton. Undertaken a variety of administrative and support processes, accurately maintaining all associated systems and records.Key AccountabilitiesResponsible for delivering a high quality and professional information and advice service, responding to all format of enquiries personally and in group sessions using many mediums, liaising with a specialist services as required.Deal with cash and card payments, sales transactions and carry out the daily reconciliation of all income taken ensuring it is ready to bank. Investigate and take corrective action if differences arise during balancing cash. Maintain stock inventory.Make accurate and effective use of computerised office systems to create and revise documents, recording all customer interactions and producing reports.Manage queries relating to student incidents and emergency situations sensitively, promptly, accurately and effectively eliciting information, following University procedures and treating all queries confidentially.Engage in partnership working with all internal departments and ensure the highest possible standard of service to all agreed client groups.Undertake project work.

Section Manager (Temporary Secondment)

• Jan 2014 - Feb 2014

Secured a temporary secondment as a Section Manager following a 9 week work experience in Waitrose over the Christmas period, gaining excellent experience in food retailing. Temporary position secured following a management restructure within John Lewis which resulted in redundancy for all John Lewis Department Manager’s across the business.Delivered on the following areas of responsibility with focus on; communication, organisation & planning and customer service. Management of checkouts, food service counters, Waitrose online & Entertaining orders, the receipt and collection of John Lewis Click & Collect. Helped to achieve a new daily sales record beating the Winchester’s Waitrose branch previous best day by +20%.

Department Manager

• Jul 2000 - Jan 2014

Responsibilities: Soft Furnishings, Floor Coverings & Haberdashery.Managing a £8.5M turnover, 79 employees, suppliers and sub contractors with a pay budget of £1.15M and a selling space of 16,500 square feet.Key ContributionsPart of the management team at John Lewis Southampton that doubled sales within the first year after relocation, then grew sales to a record year of £120M.Increased profitability year on year +62% Soft Furnishings, managing the 8th largest operation Workroom account within John Lewis. Increased profitability year on year by +35% Floor Coverings, managing the 9th largest Workroom account. Provided annually over 4500 estimates in customers’ homes, Floor Coverings accounted for 65% of the estimates, with a 67% conversion rate with an average order value of £1500. Soft Furnishings achieved a 93% acceptance rate with an average order value of £1350. These results were achieved with an average lead time of 6 days from the customer enquiry within the store to an estimators visit. The lead time from receiving a signed order to include manufacture, supply and fit was an average of 27 days.Deputised as the 'Head of Branch' as and when required taking full responsibility for the smooth operation of the store.Successfully managed a number of retail departments over the last 13 years delivering sales growth, improving profit levels, maintaining high standards of shopkeeping and delivering great customer service.Managed 4 refurbishment projects within the branch, delivering the projects within the agreed time and budget. All of the projects have delivered against the branch key performance indicators.Led the team through several change programmes as part of the broader John Lewis strategy, delivering the required outcomes in a positive, supportive and sensitive manner.

Branch Manager

• Dec 1993 - Jul 2000

Branch Manager, Menswear & Moss Bros Hire from November 1995 to July 2000.Worked in various branches including Bloomfield Street (within the City of London), Regent Street, Covent Garden, Basingstoke, Southampton and Southsea.Succeeded in driving sales, leading teams, increasing profitability, delivering excellent customer service and was well known for stock management which produced some excellent stock take results. Promoted to manage larger turnover stores as Assistant Store Manager soon after joining the business.

Carpenter & Joiner

• May 1985 - Dec 1993

Set up, with a Partner, a successful Carpentry & Joinery Building business that built up an excellentreputation.Established various contracts and contacts through the delivery of high quality work and delivered these to a large and varied client group.Responsible for all the aspects of the business encompassing estimating, scheduling work, ordering, management of sub contractors, cash flow and accounting.Completed an apprenticeship in Carpentry & Joinery and continued working for the company that trained me prior to becoming self employed.