Fiona Thompson - Shaw Email & Phone Number

London, England, Gb

London, England, United Kingdom

I oversee a high-performing and diverse team of 19 client and senior client advisors within Harrod’s Accessories Department. I take great pride in leading by example; mentoring my team to achieve superior performance standards:Responsibilities:- Support Store Manager in translating the wider KPI strategy into actionable plans for the team. - Work with Store Manager to set individual team targets and support team performance, using monthly 1:1 meetings and on-the-spot coaching-Understanding and monitoring local business environment including market trends and competition. - Communicating high-quality relevant feedback to Store Manager, HQ and store team.- Maintain an inclusive and nurturing work environment during significant shifts within the business-Support the recruitment and onboarding of all new starters - Ensure execution of the ‘Employee Handbook’ guidelines in the store.

Onloan is a premium fashion rental subscription and start-up. As Client Experience Manager, my role connected customer experience, social media management and partnerships with one focus in mind: creating a meaningful experience for our Clients (affectionally named 'Loaners'). As with any start-up, my days were often varied and required a high level of accountability in my role - I thrived as the clients' advocate within the company, while also shaping my role to best fit Onloan's ever-evolving business goals. When wider business decisions were in their early stage, I took pride in highlighting how this this would effect customer experient. the customer. Some of my achievements include:- Achieving 5* Trustpilot rating. I was the sole point of contact for clients within the business, and take pride in turning any initial complaints into a positive experience for the client. - Creating a customer retention process to limit churn levels. This process allowed us to identify reasons for concern early on, and cater alternatives to cancellations depending on the customers needs.- Outreach and co-hosting PR and influencer events at Onloan's first ever Retail Pop-Up.- Creating and building out Onloan's first ever ambassador programme. This included the initial guidelines and strategy on how we would select and nurture ambassadors moving forward. The guidelines also helped differentiate between influencer and ambassador selection. The aim was to lead the team that came behind me.

I developed and implemented marketing strategies to support our retail and wholesale network across the UK, ROW, and Hong Kong. This also included reporting and executing plans to drive customer acquisition to stores. My greatest achievement was using our existing local ambassador program, to generate revenue in stores during a rather challenging time in the Pandemic. I was able to achieve +1500% growth in store (vs LY) during our Christmas campaign, as well as successfully track ambassador digital content for the first time across social. Other duties in my role included:- Acting as the main point of contact for UK/ROW wholesale accounts; coordinating with other teams where needed to support wholesale accounts e.g. influencers, imagery, event plans, email/web support- Planning virtual events for retail teams, using our ambassador community- Work with the social team to ensure we were supporting our HK business and ambassadors across social accounts.- Being the main point of contact for the John Lewis and Browns marketing team

Canary Wharf, England, United Kingdom

Sweaty Betty is a premium activewear brand. As Store manager, I have control of the economical and operational management of the store. It has been a particularly rewarding time for me in both a professional and personal sense. After two previous promotions within the company, I have been successful in culminating all my previous obtained skills into the most successful annual turnover for our store.Responsibilities: - Review KPIs and analyze sales data to identify areas for improvement and introduce strategies to help exceed store targets- Understanding and monitoring local business environment including market trends and competition- Develop and maintain relationships across the business, with our customers and with community partners- Ownership of budget management: including payroll, expenses etc - Drive the SB brand in the community by building relationships and seeking new marketing techniques and inventive ways to drive traffic and increase sales - Take ownership over stock management and executing visual merchandising guidelines, contributing towards and delivering on store KPIs Achievements:- Achieved the highest annual turnover sales since opening, despite the store being -16% below annual target when I joined in Q4 (2018). - Closed the following year (2019) on +23% vs year before (+0.01%) - with our main competitor opening in Q2.- Achieved 90% employee retention rate in my team across 2 years.

London, England, United Kingdom

Managing at our flagship location, meant that I was at the forefront of the business; showcasing the very best of what our company had to offer.Responsibilities:- Support the General Manager and Store Manager in day-to-day business, sales, and operations.- Full ownership of community marketing and store events. Proposing ideas and executing within deadlines- Ownership of team staff levels and rota - Developing strong relations with competitor managers for performance insights - Identifying areas for potential development, fostering key relationships with HR to create development programs that enhances individual performance. - Providing Store Manager with relevant feedback on trade and team performance Achievements:- I introduced a customer acquisition process in store, to track and monitor team outreach on the day a client signed up in store. - The process of daily tracking was acknowledged by the Vice Retail Director, resulting in an award at the end of the year. This process was later introduced across stores in the UK.

London, England, United Kingdom

Leeds, England, United Kingdom

Leeds, England, United Kingdom

Roles and requirements:• Exceptional customer service skills, in linewith company focus on providing a ‘High-endshopping experience’• Vast understanding of company targets andaims• Maintaining ‘model store’ standards includingtagging, steaming and folding.• Assisting in high sales, to meet store dailyfigures• Till Trained• High level of personal presentation

London, England Metropolitan Area

Roles and Requirements:• Scheduling Pre-production meetings• Sending sample requests & tracking of sample deliveries • Checking in/ out designer samples • Drop offs and pickups• Merchandising of accessories, jewellery, clothes and shoes• Taping of shoes, streaming garments, dressing and undressing models • Monitoring set• Communicating with several clients a day inorder to assist them with queries• Working independently to complete tasks set byKieran Partise and his personal assistant