Store Lead Manager in a rapidly evolving and ambitious company. Overall responsibility of day-to-day operations in a fast paced and demanding customer environment as part of the Home Bargains family. I develop, lead and coach 60+ Team members and 8 Senior managers in this current competitive and challenging retail market.Since opening the one and only Home Bargains on the Isle of Wight in January 2018 we have produced consistent growth, exceeded KPI targets year on year, role modelled processes and routines, shared great merchandising and supported mainland stores to improve standards, ways of working and helped them to realise their true potential.Year on Year Store performance:2018-2019 (New Store Opening)No.1 Across 5 Stores on Hampshire Area for following Kpi's;Sales, Waste, ShrinkEstablished as a leading Discount Retail Shopping destination on the Island.2019-2020 (Store Opening year 2)No.1 Across 6 stores on Hampshire Area for following Kpi's;Sales, Waste, ShrinkPositive LFL for Year on Year sales, Targets Exceeded.Stock Take 1-4 Quarterly results= Green.2020-2021 (Store opening year 3)No.1 Across 7 Stores on Hampshire Area for following Kpi's;Sales, Waste, ShrinkPositive LFL for Year on Year sales, Targets exceeded.Adherence to Quarterly and full year hours stretched target.Stock Take 1-4 Quarterly results= Green 2021-2022 (Store Opening year 4)No.1 Across 9 Stores on Hampshire Area for following Kpi's;Sales, Waste, ShrinkPositive LFL for Year on Year sales, Targets Achieved.Adherence to Quarterly and full Year stretched target.Stock Take 1-4 Quarterly results= Green.

In my current role as Counters Team Manager I am responsible for 22 colleagues and thousands of customers that come to our counters and store every week, these colleagues and customers expect the highest standard of service, a great place to work and shop and to feel appreciated, respected and valued. In order to achieve these high standards that I set for myself and all those that work for/with me I always apply these strict rules; to treat others how I would like to be treated, use empathy and sensitivity when dealing with customer/ colleague issues/ queries, to share knowledge and take people with you rather than using people to get where you want to go and finally to be friendly, helpful and always use manners as all of these come for free.In this new role as counters manager I have used past experiences and skills gained through years of retail experience, such as my resilience to set backs and my ability to communicate and demonstrate better ways of working in the right way. As well as this I know that I am always learning and improving myself to get better, as a person and a leader, I try putting myself in others shoes and get a full understanding of people’s needs and how I can help others better.As the Tesco business evolves so does our objectives and ways of dealing with customers and colleagues. The main change is in our approach to service, this is now the number one priority for us, as this will ultimately be what sets us apart from other retailers. Service is paramount to improving the customer shopping experience, we deal with complaints immediately and follow up on any concerns through to resolution. The counters are an ideal area to improve customer perception, we use sampling, food preparation, displays and sights and sounds to bring customers to the counter and then our excellent levels of service are what retain those customers and keep them loyal.

A duty and department line manager at one of the largest retailers in the world, i share the responsibility of managing a category 10 'Extra' supermarket and caring for the customers and colleagues within it on a daily basis.As Grocery Line Manager I am in charge of a proactive team of people within a 24 hour business operation. As duty manager for the store I coordinate with a large management team to ensure a safe, productive and effective workplace for our colleagues and a pleasant, simple and rewarding shopping trip for our customers.I plan schedules for various seasonal periods of the business, working together with my team leaders I train my team to give them safety and operational skills. A large part of my job is working shoulder to shoulder with my team to coach and enable them to progress in their careers.Through annual, quarterly and periodic targets I aim to hit and exceed Key Performance Indicators to progress my own development and ensure the success of the business. Key areas I contribute towards are Sales, Unknown and known loss, Waste, Training and people, Charity, Payroll, Expenses, absence and energy.As my role in the store management team has progressed I have also taken on the Beers, Wines & Spirits dept, frozen dept and the warehouse and backdroom dept as part of my new combined role with the grocery dept. With these new changes I have doubled my team size and floor space and have therefore had to adapt to new challenges, managing my time more efficiently, identifying and training new talent to support me in my wider role and giving colleagues training across multiple departments to increase flexibility. As Tesco has moved forward as a business, it has made changes to the colleague structure and during my time as grocery manager the team leader role was removed from the structure, which left me with a huge leadership gap once the three current team leaders I had under my umbrella moved to new roles.

I began commuting to the Isle of Wight from Southampton everyday thanks to a great opportunity given to me at Tesco Ryde, parking at southsea everyday and travelling over on the hover craft was a small price to pay in order to take on this new challenge. Working as part of a three manager team within non-food we reported directly to the non- food senior manager. Here I brought forward thinking and the skills I have learnt on my journey through Tesco to bring the electrical department at Tesco Ryde up to the standard we all expect. In this new location and store environment I sought to improve colleague knowledge of products and what services we offer and the best ways to communicate these to our customer base. Together we created more striking visual displays and ways of pulling in our customers through towers, stacks and live demos. We reinvigorated the Tesco tech team by moving hours to the right place and recruiting the right people for the right roles, through this we beat targets for sales and value added services and even managed to gain more hours for the tech team by doing so.In this role I established myself as a key member of the wider store team, branching out to support the store and wider community as a whole. I did this by taking on new responsibilities as a store duty manager, running the shift for the whole store operation, resolving customer complaints from beginning to end, dealing with emergency situations such as fire drills, equipment failures, audits and visits, fire fighting when departments are struggling by arranging support from other areas, moving colleagues around the business to support both the dot.com operation and getting our customers through the checkouts quickly and happily.

After leaving Tesco North Harbour Portsmouth, I stepped up to Management training at my new home plus store In Southampton. In my new role I was appointed as a step up manager from team leader to work closely with the store management team and report directly to the store manager.In this new and fresh Tesco environment I was tasked with introducing better routines, a more consistent approach to service and the challenge of building a strong and reliable team to improve store morale and the overall customer shopping experience. To achieve this we worked together to change the layout of the warehouse and back rooms to improve organisation and efficiency. We moved colleagues hours to better reflect the trade patterns and seasonal/promotional periods. Provided training on in-store equipment such as handheld computers and systems. We improved confidence through coaching and better training to give colleagues the ability to serve customers better. During my time at Tesco Home-plus I feel I have grown massively, gaining better skills to deal with adversity and when times get tough, building my resilience to set backs, learning how to use empathy to better understand what makes people tick and building up my confidence and leadership skills to get the most out of myself and others.Working closely with my store manager at Tesco Home-plus we agreed that I would complete a 12 week placement as an unofficial store team manager and after this period be appointed in a new management role at this store or another local Tesco Extra. I enjoyed my time at Home-plus greatly, gaining new friends and colleagues along the way and sharing experiences, after my placement period I was successfully signed off awaiting a new appointment.

In my new role as grocery team leader I look after the daily operation of the grocery department, working on the shop floor, side by side with the grocery team. My main role is to setup the department in the morning and complete tasks handed to me by the grocery manager and fresh senior manager. After a daily walk round of the department we agree objectives and times scales to complete all necessary objectives.Main duties include;-Being the link between my department manager and the customer assistants in the grocery team.-Replenishing promotional ends, stacks, front of store displays, pallets, drinks dollies and completing any deliveries left over from the night operation.-Completing a twice daily team rumble of the entire grocery department and then assisting the wider store to complete the rumble, this is to pull forward products to improve presentation and remove excess cardboard and plastic from the shelves.-Completing some aspects of colleague training and signing colleagues off on training.-Executing a high standard of presentation on the monthly promotion change over by leading my team and communicating new plans and layouts together.-Setting up ‘right for nights’ in the evenings to get the store ready for the night team to complete the store replenishment, this involves dragging out deliveries to the shop floor, preparing empty cages for recycling and putting any equipment in place the night team may require.-Becoming multi skilled as a dot.com driver to support the wider store.-Picking online shopping for our dot.com customers when support is needed.-Serving customers on the checkouts to keep up our “I don’t queue “ policy and get customers through the checkouts efficiently.

After successfully being signed off from the Tesco Management options programme I was given my first appointment in a new store. Working directly under the non food senior manager I was given responsibility for 30 colleagues across the electrical, media and entertainment, photo lab and Tech advisor umbrella. My main roles included;-Scheduling of the dept according to productivity index and seasonal periods.-Creating a friendly and inclusive culture for my team and our customers through excellent service and communication.- Inspiring great performance through reviews, training and coaching.-Shoulder to shoulder communication with colleagues to improve morale and create a better place to work and shop.-Trading the department to maximise sales, customer growth and beat like for like figures.-Investigating known/unknown loss through theft, missing deliveries to get to the root causes.-Reducing waste by following correct routines and procedures, recording everything correctly and beating budgets.-Planning overtime and staying within a strict payroll budget.-Supporting the wider store team by helping other struggling areas, growing our online business through our dot.com operation, delivering our “I don’t queue” promise at the checkouts by supporting with multi skilled colleagues.- Adhering to health and safety routines and successfully contribute to audits, legal checks and store visits.

After successfully being enrolled in the Tesco Management Options programme, I was fast tracked to become a line manager, In Order to complete my options programme I needed to complete a 12 week placement running a department in store and proving myself to the wider store management team and store manager to be successfully signed off as a fully fledged manager.The opportunity I was given was running the beers, wines, spirits and frozen department under the guidance of the fresh senior manager. In this period I took control of all department measures, including scheduling, replenishing, training, promotion change overs, dept and warehouse standards, improving service and boosting sales for the store. As well as this I managed all key performance indicators which are critical to a successful business, these include investigating and resolving known and unknown loss through theft or missing deliveries. Cutting costs on waste, completion of in store satisfaction surveys, planning overtime and sticking to controlled budgets.

In my new role I stepped up from tech advisor to become the new tech team leader, working closely with the electrical manager and non-food senior team manager to move this new growth area forward and boost sales for the store.My new role has allowed me share my passion for technology and service with a small team of other tech advisors. As a team we are pushing excellent service through new and better ways of communication and all new training and development for all tech team members.As team leader I set targets for my team, carry out new training, organise day to day shift cover, order new uniform, attend electrical conferences where we have the opportunity to meet with suppliers and other tech teams and share and gain knowledge from one another.

Working as a part of a newly launched Tech Team within the electrical department at Tesco. As a team we launched and created a brand new electrical department from the ground up on the newly installed mezzanine floor at bursledon, merchandising and replenishing all new products from day one. Main duties included giving the right advice to the right customers to send our customers home happy, introducing a new level of excellent service. Other challenges include offering value added services, such as extended warranties, breakdown cover and product attachments without pushing customers or selling someone something they don’t need.On top of this we are tasked with reducing store returns by always offering the customers the right advice that suits their needs and being there for them in after sales by addressing any concerns or technical issues they may have.

Employed as a Customer assistant on the non-food department, my main roles included replenishing the department throughout the day, creating and merchandising new exciting displays, cleaning, tidying and rumbling the department to maintain great standards, organising the warehouse and back rooms, assisting customers to find the right products and preparing the store for key visits and events.