Emma Gilbert Email & Phone Number

Exeter, England, United Kingdom

As a Team Manager I have supported my fellow leadership team to ensure that every customer that visits or interacts with our shop, has an exceptional service experience, through the creation of a seamless customer shopping journey. During this time, I have been partner focused and supported by the selling team to offer the best possible service they can as well as ensure the floor is able to run smoothly and seamlessly. I have maximised every sales opportunity and commercial result through exemplary leadership, optimising profit and the operational success of the shop and been accountable for the results in the womenswear team.Achievements- During my time in role I have adapted to fast paced change in order to launch a retail transformation initiative not only on my floor but supported across the branch as well. This has meant absorbing and delivering complex information and process changes in a quick and efficient manner that has been easy to understand for multiple members of the team with huge success.- I have viewed the floor in a commercial mindset and implemented changes across the floor including, revamping and commercialising our style studio space to ensure that the area is maximising its impact. I have supported and encouraged a shift in expectation in the merchandising standards of the floor as well as influenced our Autumn/Winter seasonal plans for the store.

Exeter, England, United Kingdom

As a selling specialist I am responsible for enabling and enhancing selling and service capability to support the delivery of an excellent customer experience and increased conversion within our branch. I achieve this by coaching and empowering partners to develop their skills and knowledge in our Systems, Services, Customer and Market insights. I am skilled at identifying learning styles and adapting my approach to suit individual Partners and enjoy finding new ways to bring our wider Branch service strategy to life on the shop floor. Achievements- Over the last 8 months I’ve been nominated to lead two large scale projects in the Exeter Branch. Both of these projects have involved liaising with head office and implementing and advocating change on a local level. Each project, both Digital receipts and the Implementation of headsets were met with initial resistance. However by talking to the team and listening to their concerns and coaching them through to a resolution I was able to work around that resistance in order to ensure that we were making the most out of the opportunity and change that was being implemented and that partners were confident to move forward with the changes.- Improved Exeter's CSAT scores from 67 to 71 by influencing positive change throughout the branch and ensuring that partners felt engaged, confident and empowered to give the best possible service to our customers, and that they had the required knowledge and skillset to do so. This was achieved by not only looking at the bigger picture and what adjustments we could make as a branch, but also by directly working with our leadership and specialist team as well as partners on the floor to ensure that each person was satisfied with their role and understood not only what we were asking of them but why.

Exeter, England, United Kingdom

As a member of Exeter’s Technical Support team, I provide expert knowledge to customers that are in need of after sales support. I am solution focused and passionate about providing a “first point of contact” resolution with our customers, ensuring that I go above and beyond to provide the best customer experience possible. Within my role I also work closely with and manage key third party stakeholders, liaising with repair agents and suppliers in order to provide the best resolution for the customer. As a key member of the team I also provide coaching, support and mentorship to my peers, sharing knowledge and best practice at any opportunity to maximise the confidence and performance of the wider team.Achievements- Independently produced a clear and engaging training pack to help the partners on our second floor be more confident with small electrical returns after noticing how the current process was affecting our customer and ultimately creating a negative customer experience. As part of this I ran individual training sessions with multiple partners from that floor to ensure they understood the training and could ask any questions that came up. I also provided them with physical resources to use at till banks on a day to day basis. This has improved our customer journey by making things run much smoother as well as empowered the partners on the second floor to be more confident in the processes they need to follow. This training was also shortlisted for a Spedan Cup award and has now been implemented in multiple branches across the estate.- Lead an estate wide survey on the impact on profit and service the slow speeds and unreliability our technical support WIFI has. I then analysed, collated and presented the results to our heads of retail in an effort to make a business wide change.

Exeter, England, United Kingdom

Assisted the manager with the smooth and efficient running of the store in line with company directives and budgets whilst providing support and direction to the team to ensure profitable growth against target by tracking KPIs and team performance in an engaging and fun way, maximising the sales of add-ons, warranties, and all other more profitable lines to ensure the team are aware of targets and to constantly lead by example as well as taking responsibility for the store in the manager's absence. I also provided support and advice to a number of stores in the local area regarding customer service issues and best practices, with a strong emphasis on commercial focus in terms of monitoring competitor activity and reacting to it quickly, as well as providing educational training to customers to help them develop their skills in photography.Achievements- Developed and produced a training structure for customers to be used during our 1-2-1 photography teaching sessions. This structure was made so it could efficiently be taught to my team who in turn could take that knowledge and teach it to our customers in a simple, engaging and consistent way. The training not only consisted of technical specification and artistic theory work but also practical toolkits in order to demonstrate the skills visually.