As a Retail Program Manager, I managed multi-store retail operations in a fast paced and complex environment. My responsibilities included planning and executing high-quality retail store operations, managing a dedicated retail sales workforce, and sourcing innovative tools and platforms for staff and customer management. I analysed data and communicated operational performance, developed and delivered customized promotions, and instilled best practices for optimal operational… Show more As a Retail Program Manager, I managed multi-store retail operations in a fast paced and complex environment. My responsibilities included planning and executing high-quality retail store operations, managing a dedicated retail sales workforce, and sourcing innovative tools and platforms for staff and customer management. I analysed data and communicated operational performance, developed and delivered customized promotions, and instilled best practices for optimal operational effectiveness.Achievements: • Deliver the creation of 9 retail pop up stores in NSW, QLD, VIC and SA.• On a monthly basis deliver our core target of 150 new customer connections along with $30,000 in accessories revenue.• Mentor and coach 20+ Retail staff for success to deliver sales targets and positive net promoter scores.• Sourcing of tools and platforms to manage staff and customers such as payroll, rostering, leasing, foot traffic and fit outs. • Creation of processes and behaviors to inspire and drive best practice.• Develop and deliver promotions and concepts to each regional stores customer base to drive Optus awareness and consideration. Show less

As the Retail ops analyst in the Process Compliance Digital Execution team, I was responsible for the reporting and insights for the Retail channel sales group (Retail, Digital and Telesales). Responsibilities included daily weekly, monthly insights for compliance, learning and induction and Retail store digital assets.Achievements:Led the reporting and insights for the JARVIS program.• Facilitated ideation sessions with senior retail leaders and Jarvis program leads to… Show more As the Retail ops analyst in the Process Compliance Digital Execution team, I was responsible for the reporting and insights for the Retail channel sales group (Retail, Digital and Telesales). Responsibilities included daily weekly, monthly insights for compliance, learning and induction and Retail store digital assets.Achievements:Led the reporting and insights for the JARVIS program.• Facilitated ideation sessions with senior retail leaders and Jarvis program leads to determine success metrics and implementation strategies.• Became experienced in JARVIS system to ensure sales/HR data was accurate and cross examined before insights were published.• Developed and rolled out reliable, user friendly, customizable reports that enabled the business to begin its adoption into JARVIS. Reports were designed through a customer centric lens ensuring all audiences were considered and the easy to interpret data resulted in change in staff behaviour.• Supported frontline staff to triage system issues, validated their concerns and matters were escalated within a timely manner to JARVIS program leads.Led the reporting reporting and insights for Optus Insurance training.• Delivered weekly insights to Director of Optus insurance as well as prepared reports and participated in bi-monthly Optus Insurance board meetings with regulators. We achieved and maintained a 97% compliance rate.• Supported the business to address decline in compliance as a result of the introduction of a new mystery shopping program. Non-compliance can result in heavy fines for staff and the business. With efficient reporting within 60 days, we were able to drive compliance from 70% to 95%. Show less

Successfully mentored and led a team of 6 Junior accounts, overseeing day-to-day operations and supporting over 230 company owned Optus and Virgin Mobile stores. Responsibilities included overseeing the month end process and ensuringbalance sheets were reconciled and reported to senior management.Achievements:• Upskilled my team in various Optus systems to consolidate multiple data sources and develop reliable daily, weekly and monthly reports.• Conducted weekly team… Show more Successfully mentored and led a team of 6 Junior accounts, overseeing day-to-day operations and supporting over 230 company owned Optus and Virgin Mobile stores. Responsibilities included overseeing the month end process and ensuringbalance sheets were reconciled and reported to senior management.Achievements:• Upskilled my team in various Optus systems to consolidate multiple data sources and develop reliable daily, weekly and monthly reports.• Conducted weekly team meetings to motivate and track individualperformance in line with business targets.• Mentored and supported the team with more technical skills and experience to adapt a customer centric attitude developing the team into well rounded trusted professionals.• Went above and beyond my role by providing face to face support and mentoring to underperforming store managers.• Managed and monitored $60m inventory and $2m cash ensuring Optus Profits were protected.• Produced unique Virgin mobile monthly executive packs to easily demonstrate operational performance, cash inventory and stock take. These executive packs assisted in addressing cash and inventory losses, improving FY16 results by 70% in comparison to FY15. Show less