Responsible for the design, delivery and rollout of several customer service training programmes Including: Leading a programme to re-design all customer service learning materials for 25,000 front-line colleagues across the UK. The programme was enhanced and adapted from paper-based, trainer-led to digital, learner-led modules with facilitated sessions to enhance service behaviour skills. Results showed the both the engagement and skills of colleagues improved once the new modules were embedded across the business. Owned the design, delivery, budget and logistics for 12 one-day events for 360 leaders across the customer fulfilment operation. The experiential events were designed to give leaders additional skills, knowledge and confidence to engage, recognise and motivate themselves and their colleagues to become happier and more effective. Appointed and managed a team of external Learning and Development consultants to co-design and deliver the programme. This programme resulted in an increase from 79% - 89% YOY when colleagues were asked “I would recommend Tesco as a great place to work”Responsible for the design of a two-year programme for 1,500 department managers across the UK to enhanced managers’ customer service leadership skills. Results showed a YOY increase of 9% when colleagues were asked “My manager develops me”. Owned the design, delivery, budget and logistics of a two-year programme for 25,000 front-line colleagues across the UK. Results showed the highest customer “Perfect Order score” and “Driver Helpfulness” measures for 2 years – a move from 5th to 1st against our competitors.

Responsible for several high profile business projects including implementing a new management structure affecting 1,000 colleagues across the UK. Worked with cross functional teams to ensure that the business needs were met while supporting colleagues affected by the change. Produced project briefs for governance sign-off with key stakeholders. Produced Training Needs Analysis, training plans and training materials with supporting documentation. Arranged and delivered key stakeholder engagement and ‘Train the Trainer’ events for 100 support managers.

Responsible for supporting Grocery Home Shopping departments based in stores to achieve their Key Performance Indicators. This included training, coaching and supporting managers and colleagues to ensure legal compliance and to achieve customer, colleague and operational metrics. I worked alongside business owners and in cross functional teams to implement change programmes. My success was achieved through creating relationships built on trust and integrity while being seen as the subject matter expert.

Responsible for the introduction of a Grocery Home Shopping operation into Safeway stores in the USA. Designed training to support an amended UK operating model that adhered to USA regulatory compliance. Trained, coached and supported Safeway colleagues to ensure legal compliance and to achieve customer, colleague and operational metrics in a challenging environment. Worked alongside Tesco and Safeway business owners and in cross functional teams to ensure the implementation was completed, on budget, effectively and on time. Managed, mentored and coached a small team of Safeway colleagues to ensure a smooth transition when the Tesco team withdrew from the programme.

Responsible for the implementation of the new Grocery Home Shopping operation into 200 UK stores. Designed, delivered and implemented the communication, structure and training of the operation for all managers and colleagues. Trained, coached and supported colleagues to ensure all legal compliance, and to achieve customer, colleague and operational metrics during implementation. Worked with the retail business owners and in cross functional teams to ensure the implementation was completed effectively, on time and with minimum impact to the wider business.

I joined Tesco as a part-time checkout operator and worked in various stores and in various roles before finally becoming a Training and Personnel Manager.