Carl James's Location
Alcester, England, United Kingdom, United Kingdom
Carl James's Contact Details
Carl James work email
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Carl James personal email
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About Carl James
An inspirational, strategic Senior Leader, having recently grown a national retail business from 1 to 22 shops, covering all aspects of sales, customer, people development & operational strategy & delivery. With experience of leading Retail & B2B teams in large customer facing & service led organisations, I am able to adapt to business requirements & always deliver customer service excellence whilst meeting & exceeding internal or business targets.Someone who always strives for improvement, I ensure my teams deliver to world class customer service levels ensuring repeat & new strategic business wins.
Carl James Work Experience Details
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Uk Aftersales And Repairs LeaderDecathlon Uk Jan 2023 - PresentLondon, Greater London, GbDesigned and implemented the strategic plan to grow Decathlon UK's 46 multi-sport workshops. Including redefining the customer journey, customer offer, key processes and teammate training. Fastest growing part of Decathlon UK in 2023. -
Account Development ManagerRozone Jun 2021 - Dec 2022Wednesbury, West Midlands, GbDevelopment of Key Accounts within the public and private sector – including Account Development (new & existing business), from lead generation to launch, sales pipeline forecasting and product development. -
Head Of Strategic ProjectsHavebike... Feb 2021 - May 2021London, London, GbLed & developed the growth strategy & laid the Operational foundations for UK expansion of the business – including forecast P&L, Capex & Opex budgets & customer journey development -
Systems And Policy ManagerHavebike... Nov 2020 - Feb 2021London, London, GbOwned the creation of new operating policies and procedures from inception to launch.Developed new Operating Procedures to provide solid foundations and consistency of right first time operation.Introduced and managed new suppliers to save cost and improve availability - including colleague uniform (saving+20%), workshop equipment and tooling (saving +10%).Revised existing policies to being up to date - and drafted new business policies as required.
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Head Of Operations || Head Of Retail || Retail Operations Manager#Ono (Open To New Opportunities) Aug 2020 - Nov 2020Global, Oo -
Head Of Central OperationsCycle Republic Apr 2015 - Jul 2020Owned the Retail Operating plan across the UK network of shops – including customer journey development, leadership of Operational projects, workload planning, colleague learning & development & OPEX P&L. • Instrumental in the growth of the shop network from 1 to 22 shops in under 5 years.• Ensured clarity & consistency of communication & essential task by introducing weekly Operations communication pack. Including Shop Manager's feedback loop to capture trading feedback from the shop-floor.• Designed the development plan & career pathway for shop colleagues – resulting in colleague progression through promotion, reduction in labour turnover & sales increase via first class colleague product knowledge. Created new training initiatives, driving a 15% increase in ATV.• Reduced shop erosions & cash loss by 15% year on year by designing & introducing shop audit program. Ensuring robust processes that meet internal and external compliance requirements.• Designed & implemented new revenues stream initiatives to support double digit L4L sales growth & brand USP. Included introduction of Cycle to Work partners, Cycle Insurance & the market leading Mobile Bike Workshop.• Reviewed & challenged Goods Not for Resale suppliers to ensure spend is in line with business expectation. Including launch of new colleague uniform with saving of over 20% and increasing recycling & reduced waste to landfill by introducing initiatives to recycle over 90% of rubber inner tubes & up to 30% of all waste metal produced.
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Cycle Service And Repair ManagerHalfords Sep 2013 - Apr 2015Redditch, Worcestershire, GbDesigned and delivered the strategic Cycle Service & Repair agenda across Halfords’ 465 stores in the UK & ROI. Culminating in the creation of the UK's largest and only nationwide cycle service & repair network. • Secured multi-million-pound investment in-line with Group Board expectation.• Delivered post investment sales growth of 30%+ L4L, with 17% increase in Average Transaction Value & 16% drop in negative feedback through roll out of new equipment, colleague development, ways of working & improved customer offer• Total P&L responsibility; including sales (circa £8m), margin, project Capex & Opex (circa £2m).• Led cross functional working group & influenced up to Exec level leading to on-time, on-budget delivery.• Line Managed field-based team responsible for on the ground delivery of the customer offer resulting in right first-time implementation & exceeding sales & margin targets -
Business Services Operations & Customer Experience ManagerHalfords Jul 2010 - Sep 2013Redditch, Worcestershire, GbLed the delivery of the Halfords Business Services’ offer – including development of the customer offer & on-going compliance of regulated activities - resulting in customer satisfaction, retention & sales in excess of £40m.Including:• Design & introduced electronic signatures into the on-line cycle to work application process – resulting in market leading customer journey.• Implementation of revised HMRC cycle to work guidelines under pinning Halfords’ “100% compliant - guaranteed” statement & providing peace of mind to corporate clients.• Delivery of Halfords vehicle telematics proposition – positioning Halfords as the partner of choice in this new & growing market.• Effectively managed the administrative costs & Capex budgets ensuring all costs were controlled in line with expectation.• Led the relationship with the Retail Operations team to implement new ways of working to ensure in-store customer service excellence resulting in improved client retention.
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Cycle2Work Business ManagerHalfords Apr 2007 - Jul 2010Redditch, Worcestershire, GbDrove sales & margin turnover of the UK's largest cycle to work scheme to exceed targets. Awarded Halfords “Business Excellence” Award in 2010. Coached & led a multi-skilled, diverse team of 12 direct reports to deliver all elements of the business plan resulting in turnover growth in excess of targets every year whilst in the role. Constantly developed the Halfords Cycle2work proposition & investigated new revenue channels ensuring the offer was relevant & leading in a fast paced, growing and competitive market. Managed multi-million pound pipeline of new & existing business to meet customer requirements resulting in ability to forecast future sales accurately. Managed significant supplier base of individual suppliers to ensure great customer choice & easy access to product.
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Account ManagerHalfords Plc Apr 2006 - 2007Redditch, Worcestershire, GbGenerated B2B & B2C sales from both incoming enquiries & via proactive prospecting to exceed sales & margin targets. Managed & constantly developed pipeline of existing & new clients to maximise turnover & margin. Via proactive prospecting, explored new market channels for B2B & B2C sales opportunities resulting in a growing pipeline of new business. Raised awareness of Halfords Business Services throughout the Retail Operations team to ensure that the expectations of B2B customers were exceeded in store.
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Retail ManagerHalfords Plc Nov 2001 - Apr 2006Redditch, Worcestershire, GbManaged a total of four stores in a five year period, including a new store opening & a “Top-50” performing store. Led & motivated the store team via regular coaching & development to provide excellent customer service & frequently exceed store targets. Effectively managed store cost, payroll & erosion budgets resulting in exceeding store controllable contribution targets every year. Developed high calibre Store Managers by mentoring & supporting new Store Managers in line with the Area succession plan. Delivered exemplar store merchandising standards to ensure excellent product availability for customers.
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Operations Project ManagerHalfords 2001 - 2001Redditch, Worcestershire, GbLed the store team re-structure of 4 “new format” stores ensuring that the implemented colleague structure reflected the changing needs of Halfords customers. Influenced current store teams & management to recognise the benefit of change resulting in colleagues embracing the process and a smooth transition to the revised resource structure. Recruited new colleagues into the business against new store operating structure.
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Various Non-Management PositionsHalfords 1992 - 2001Redditch, Worcestershire, Gb
Carl James Skills
Retail
B2b
Team Management
Account Management
Management
Sales
Operations Management
Sales Management
Team Leadership
Customer Experience
New Business Development
E Commerce
Merchandising
Salesforce.com
Leadership
Customer Service
Product Development
Business Development
Strategy
Customer Satisfaction
Coaching
Lead Generation
Sales Operations
Project Delivery
Profit
Performance Management
Retail Sales
Project Implementation
Legal Compliance
Product Management
Customer Retention
Time Management
Forecasting
Store Management
Collaborative
Carl James Education Details
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Teesside UniversityIndustrial Design -
Sheffield Hallam UniversityProduct Design
Frequently Asked Questions about Carl James
What company does Carl James work for?
Carl James works for Decathlon Uk
What is Carl James's role at the current company?
Carl James's current role is UK Aftersales and Repairs Leader.
What is Carl James's email address?
Carl James's email address is ca****@****net.com
What schools did Carl James attend?
Carl James attended Teesside University, Sheffield Hallam University.
What are some of Carl James's interests?
Carl James has interest in Education.
What skills is Carl James known for?
Carl James has skills like Retail, B2b, Team Management, Account Management, Management, Sales, Operations Management, Sales Management, Team Leadership, Customer Experience, New Business Development, E Commerce.
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