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.

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.

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.
• 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

• 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.
• 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.

• 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.
• 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