Alan Hoe Email & Phone Number

Accountable for the optimisation of the customer experience across the front end checkout operation both for now and the future.

Business Lead for Service Standards Design & Delivery. Responsible for multi million pounds budget to deliver new Service Standards to a combined 40,000 employees and Leaders across customer facing roles. Working in a cross functional capacity across Retail CX, People, Procurement & Data/ Insight Teams.- Management and design of RFP processes and onboarding of 3rd party suppliers- Design and facilitation of workshops using change methodology to gain stakeholder insight and buy-in to strategic direction.- Production of data led proposals and business cases to navigate cross directorate expectations and deliver win / win outcomes for business commerciality and end user requirements- Coordination of business wide communication planning, ensuring cross functional collaboration and alignment of messaging- Collaborative working with external consultants to identify, design, pilot and implement E2E improvements in our onboarding, learning and delivery of Service Standards.

Bracknell, England, United Kingdom

Change and adoption lead for 100+ Waitrose units across the south coast. Leading a nationwide team of Adoption Leads and Coordinators to successfully influence and engage with Retail Leadership teams to adopt and embed sustained operational and cultural change.-Lead & designed the ongoing strategic iteration of program facing performance reporting, building a clear and trusted framework for managing risk and progress in an agile and fast paced environment.- Facilitated and chaired weekly governance meeting to senior program management- Actively challenged predetermined mindsets towards change outcomes, shifting the status quo and belief in “the art of the possible” through a mixture of data backed conversations and story telling.- Lead cross functional working groups including both internal and external stakeholders to collaborate and workshop solutions to unblock and accelerate adoption across the estate.- Worked collaboratively with cross function stakeholders to design and build a senior leadership facing “Leading Change” workshop, delivered at pace across the estate to 300+ senior leaders.- Coached and mentored peers and direct reports to deliver higher levels of agility, challenge and resilience to in-flight changes, leading to longer sustained periods of high performance and output.- Acted as key change agent in developing effective ways of working amongst Partner team and 3rd Party consultants. Actively taking opportunities to review performance on both sides, challenging outputs and listening to suggestions to improve performance or influence optimum working practices- Using a data led view of capacity to lead the planning and allocation of resource, creating a culture of “active adaptation” ensuring that the right resource was in the right place to deliver outcomes against program milestones

Marlborough, England, United Kingdom

Leading diverse teams of circa 200 Employees to drive customer focus, profit, efficiency, andoperational excellence in shops with turnover of £8m - £32m● Delivered consistently high performing operations with branches in top 10% most profitable in theWaitrose Estate year on year.● Successfully led and delivered Shop Leadership restructure program, working closely with affectedteams to mitigate personal impact and business cost whilst successfully delivering BAU & improvingKPI's across the majority of Shop Metrics during transition.● Developed branch online growth strategy to take advantage of rapidly changing retail landscape● Delivered ecommerce order growth over 300% YOY & customer collections 2500% YOY.● Navigated Covid trading with a continuous improvement mindset● Delivered +£1m YOY sales gain vs budget across the shop through incremental opportunities.● Implemented strategic operations changes following full end to end review of branch compliance torecognise shortfalls in compliance adherence● Delivered lead compliance metric increase from 89% -> 96% & sustained in subsequent years● Delivered multiyear highest regional employee engagement in “happiness survey”● Lead multimillion £ regeneration & pioneering refrigeration project acting as conduit between shop,implementation team and central functions.● Sole designer of Trust based leadership program designed for developing high performing customerfacing leadership teams. Adopted for use by Waitrose Estate (330 Stores) as key document todelivering operational change

Key stakeholder as part of a cross functional steering group including external consultants to delivervalidation analysis & insight to support the delivery of circa £70m transformation savings in labourplanning across 300+sites.● Analysis of multi source complex data delivering clear insight of gaps & risks which threaten tomisalign projectoutcome & business success.● Curation of insight to support cross functional teams understanding & aid in effective decision making.

Designed regional talent strategy to support progression & movement across multiple LeadershipLayers following leadership restructure. Subsequently principles were adopted for roll out across Waitrose Estate as BAU.● Built Talent Unit Lead community to facilitate localised implementation of Talent Principles across 19shops.●Monitoring of performance to ensure relevant guidance and support was provided to regional units.● Provided reporting and trend data to stakeholders to ensure delivery of a successful talent pipelineacross multiple leadership levels.● Working collaboratively with other stakeholders to share best practice and innovation outside ofimmediate ownership to drive a broader continuous improvement mindset.● Lead & shaped regional talent culture from reactive, siloed, victim approach to progressive, futureplanning and controlled risk taking.● Reduced complexities and aligned processes across multiple sites leading to minimised unitdisruption, better compliance to policies & greater opportunities for all leadership levels.● Coordinated the movement of people resource across multiple functions to create redeploymentopportunities and supporting systems to shops during Coronavirus pandemic.

Worked in a cross functional capacity with central stakeholders, Senior Retail Leaders, RegionalManagers & Branch Managers to ensure people principles of Shop Leadership Transformation weredelivered to standard, budget and deadline across 19 Branches.● Co-ordinated & optimised large scale complex data capture in a short timeframe leading to reducedcomplexity for the end user across 19 Branches.● Conduit between Senior Retail Leadership, Central analyst and shops. Providing timely and accurateupdates on progress of the program against agreed milestones.● Utilised data to monitor performance of shops delivery of underlying tasks. In turn giving appropriatelevels of support, guidance or performance management to ensure successful delivery of the project.

Winchester, England, United Kingdom

Southsea, Portsmouth, United Kingdom

Gosport

Various

Education record

Education record