Ben H. Email and Phone Number

Reporting directly to the CEO, I am accountable for the delivery of our vision, within the retail umbrella. My role is to continually improve our sales performance and cost controls. Achieved by ensuring we always have a team capable of delivering the best customer experience, through highly engaged colleagues, with high capability and a focus on multi-skilling.Key accountabilities; Retail strategy, revenue, cost control, customer experience, colleague engagement, learning & development, processes & policies and health & safety.In numbers:Headcount >250Direct reports 4Departments 4 (Retail, Service, Systems and Contact Centre)Budget >£7.5mRevenue >£55mSignificant activities:Doubling of revenue.Strategic restructures, including store closures.Four store openings, two relocations, numerous refits.Launching the Contact Centre.Taking over from the Head of Service, absorbing the Service department into the Retail team.Designing and embedding our customer journey.Introducing, developing and delivering (where appropriate) Management and Leadership development programmes.Building and developing a team of four direct reports, including a succession plan.