- Physically oversee and manage the delivery of phases of work into a shop.- Ensure that shops are fit to trade after the delivery of each phase of the project.- Fully communicate with shops to ensure they are aware of what is happening and that they are aware of the timelines of the project.- Manage the agency workers and on-site contractors when in shops.- Working flexibly, both in terms of hours and location of work.- Working closely with internal and external stakeholders to ensure projects are implemented as smoothly as possible.- Having a customer focus; ensuring disruption to the customer journey and overall experience is minimized.- Authentically building and maintaining good relationships with all stakeholders.The largest project I took on was the role of retail Lead for a project called HFSS. This project was one of the largest physical estate projects in 2022,. The High Fat, Sugar or Salt (HFSS) legislation which was to come into effect on 01 October 2022 would see HFSS products not being located or promoted in certain areas of our shops which led to make changes to 32 of our shops in order to make them compliant. As a retail Lead I have been working closely with senior stakeholders across different areas of John Lewis, I have been responsible for ensuring the project is shaped, coordinated and delivered to a high standard

I am a key manager in strategic business planning and operational management of one of the highest sales density branches and busiest shopping destinations in the world, which is the John Lewis Flagship store. Brand Ambassador Management - Lead and manage a team to promote, endorse and breathe our brand and service offer. Ensure every brand ambassador makes a difference to every customer experience by underpinning the company’s core values. Responsible for the assessment and recruitment of high caliber teams. Motivate and inspire partners and show clear flexibility in their roles to support the business. Conduct performance reviews on attendance and undertake disciplinary procedures as appropriate. Experience and Event Management - Create, build and roll out experiences within the branch or at external venues with set deadlines, delivery and execution. Engage press, marketing and comms team through clear timelines. Project Management - Work with other parts of the business to deliver effective results for the business unit and feeding back to inform continuous improvement. Be confident at providing and questioning information to complete projects. Stakeholder management - Develop and grow the reputation of John Lewis by creating service level agreements with external companies we come into partnership with. Manage and integrate Stakeholders into our Roof Garden bar restaurant and experience spaces. Ensure all legal compliance and training is achieved in conjunction with John Lewis and health and safety law. Leadership - I support the wider branch on a number of levels. Stepping in regularly as Head of Branch Manager in their absence, looking after 2000 partners and the operational trade of the building. Work closely with the Senior Leadership Team, supporting them with communication and implementation of new ways of working. Another role I play within the branch is as a talent mentor which includes coaching and selecting managers for the future.

Section Manager Food Service, Oxford StreetCustomer service - Deliver an extraordinary customer experience by inspiring partners whilst underpinning the company’s core values. Role model service behaviours and ensure the team meet required standards. Effectively manage returns and complaints and turn into a positive.Sales/Profit - Set realistic yet stretching targets which motivate the team to exceed sales/cost targets and communicate clear understanding of KPI’s. Monitor sales/costs and identify opportunities and risks and take action to maximise/minimise impact on results. Manage productivity to meet sales of the business. Process payroll ensuring it remains within budget.Product - Manage stock levels and availability to ensure consistent well stocked shelves/counters and displays. Exceed stock loss KPI through effective management of procedures and action plans. Demonstrate an authentic and passionate understanding of brand, product and competition. Forward plan for deliveries and events which could affect trade .Environment - Efficiently manage the full trading window, manage rotas so each department is staffed to required levels. Deliver visual high visual standards and that the sales floor is legal and compliant by floor walking and completion of checklists. Identify maintenance and cleaning issues and resolve or escalate. Monitor and sustain accurate delivery of store operating procedures.

London Organising Committee for the Olympic Games (LOCOG) Nov 2011 - Dec 2012Event Services Staffing Venue Manager, Riverbank Arena, Hockey and 5/7-a-side Paralympic FootballTeam Management - Line manager to Deputy Staffing manager, 470 volunteers and 350 Stewards L2/L3/SIA. Champion the LOCOG EVS engagement ethos, ensuring a team spirit between all paid, contractors and volunteers. Motivate the team to deliver high standards of customer service. Planned rotas for 20,954 shifts ensuring a working time directive is met and consideration of travel to shifts. Managed budget of 375k to cover paid Securitas guards.Spectator, crowd and VIP management - Ensure that the 18,000 spectators to the Riverbank arena every session, have a safe, welcoming and enjoyable experience, by running the venue in accordance with health and safety, green and purple guides. Assisted and planned venue crowd management plan and deployment processes for ingress and egress. Worked with the emergency services to create clear operational guidelines. Managed the liaison between athletes and their VIPs in secure, organised locations.Training/Recruitment - Planned and delivered NVQ endorsed city and guilds role specific and venue specific training to all Games makers and securitas guards at Hackney College and Riverbank Arena at the Queen Elizabeth Olympic Park. Facilitated and interviewed 5000 games makers at excel for the opportunity to work at the Games.Games Time Duties - Working alongside several functional areas to deliver a Games experience for all. Managing Volunteer and contractor check in, staff briefings, deployment, staff breaks, updating schedules. Running the front of the house area which included queuing, ticket checks, games mobilities and information point. Dealing with customer/spectator conflict, brand ambushing marketing and missing children.