• Manage Word360 UK operations• Lead the finance, projects, training, recruitment and customer service departments• Work closely with the senior take holders and directors in making important policy, planning, and strategy decisions.• Maintained operational metrics and KPIs to achieve productivity targets, retain lean operations whilst maintaining excellent customer service.• Created and implemented a new customer services strategy, including a complaint handling process.• Secured ISO 17001 requirements for the company whilst ensuring IS09001 & IS027001were kept audited.• Created a new auditing process of each department, feeding key opportunities and findings back the directors.• Implemented a new incentive structure for the team to ensure the company’s financial success was shared with the team members.

• Recruited, developed, and led the Operations team - Risk and Compliance, Health and Safety, Staff Planning, Sustainability and Customer Relations. Ranked the number one operations team in the region for staff welfare and engagement in an anonymous survey.• Ensured all health and safety, financial and GDPR training was in date and audits routinely undertaken to ensure compliance across the workforce of 350 workers and contractors. • Implemented safe systems of work and risk assessments across all areas of the business, ensuring all staff members were trained in these processes.• Accountable for highlighting and acting on the unit’s risks, compliance and GDPR checks. Passed two independent audits in a row with scores over 95%.• Led the units Crisis management team in response to emergencies or potential serious risks.• Accountable for the health, safety, and welfare of 1.9 million visitors to the unit per year• Completed continuous monitoring of the site’s actions and processes, gave regular feedback to the senior management team, and took appropriate actions where necessary • Accountable for long term financial forecasting for the retail unit, creating phasing plans, departmental budgets, and positive/negative scenario plans to ensure financial goals are understood by senior management team and adhered to.• Led the unit’s bimonthly financial forecast meetings with the UK senior management team in which realignment of budgets and new bottom line result were agreed.• Identified commercial opportunities with the senior sales manager and created return on investments to ensure profitability, moved the market profitability by 2% in 2 years.• Led the stock accuracy team to create actions and follow up to ensure a clean stock file. Ranked number one in the country for accuracy of stock for fiscal year 20.• Regularly deputised for the market manager, leading the senior management team and meeting with the area manager to agree actions and implement changes.

• Created new process and procedures to develop yearly staff budgets for all departments and followed up weekly with management team to ensure the budgets are being spent in cost-effective ways.• Reduced leadership headcount and co-worker hours to cut the wage to sales cost by 3% (500k) without impacting the customers shopping experience.• Followed up and fed back to the senior management team on the various employment standards across the unit and took action to fix noncompliance.• Rolled out training for all line managers on staff costs and how to control them.

• Led a sales team across multiple departments with annual sales of £7 million. Increased sales by 30% in three years in role.• Created yearly actions plans to achieve agreed goals, followed up with the sales team monthly to ensure goals were met.• Project managed large scale refits.• Worked across the sales function to support with recruitment and long-term succession planning for key roles.

• Scheduled co-workers to meet the customer in the most effective way, whilst keeping control of the staff budgets.• Led the development talk process with co-workers, ensuring 3 talks are completed each year.• Responsible for all co-worker human resources processes, including absence management meetings, grievances, and disciplinary actions.

• Using CAD to design kitchens. • Trained other sales co-workers in planning and selling tools.• Promoted to Specialist and given responsibility for all customers installation projects.