Gemma Duke Email and Phone Number

-I opened the store and launched the Neptune brand to the Chichester area in 2017-The kitchen and design business has grown three fold, and I have developed and coached existing team members to achieve success in their roles as Designers-Sole responsibility for the profit and loss of the showroom, always striving for positive growth and EBITDA through challenging times as a result of the pandemic-Highest achiever for customer Trustpilot reviews in the business-Highest achiever… Show more -I opened the store and launched the Neptune brand to the Chichester area in 2017-The kitchen and design business has grown three fold, and I have developed and coached existing team members to achieve success in their roles as Designers-Sole responsibility for the profit and loss of the showroom, always striving for positive growth and EBITDA through challenging times as a result of the pandemic-Highest achiever for customer Trustpilot reviews in the business-Highest achiever consistently for key KPIs metrics- customer conversion, design conversion, data capture-Full event creation and management in store- from wedding table-scaping and food demonstrations, to product launches and seasonal sale events.- Achieving operational excellence through rigorous stock taking and management of processes to maximise on efficiency and productivity Show less

Responsibilities:• Store Manager of a team of 9 people, including Administration and Watchmaker.• Annual turnover over £1.8m.• To recognize and reward good performance to gain commitment and maintain the highest levels of service to customers and suppliers.• To coach and develop all team members to maximize their potential in all areas including service, sales, KPIs and Operational aspects.• To achieve growth of sales on last year’s performance in a challenging period with… Show more Responsibilities:• Store Manager of a team of 9 people, including Administration and Watchmaker.• Annual turnover over £1.8m.• To recognize and reward good performance to gain commitment and maintain the highest levels of service to customers and suppliers.• To coach and develop all team members to maximize their potential in all areas including service, sales, KPIs and Operational aspects.• To achieve growth of sales on last year’s performance in a challenging period with the fluctuation of gold and diamond prices.• Ensure the store operates to the highest standard to ensure maximum profitability. Achievements:• Awarded and recognised as Manager of the Year for FY17.• Customer satisfaction is rated as ‘Outstanding’, being recognised nationally across the business for hosting a number of Bespoke Events for VIP clients, ensuring the evenings were exceptional, continuing from our existing passion for delivering World Class Customer Service which runs naturally through the store.• Achieved recognition on a number of occasions, both individually as well as a team. We were nominated 4 times in one year for Team of the Month for the area, but actually achieved this for the whole business in December 2016. • Recognised for living the Values and Vision of the company by upper Management.• Sales increased from £1.35m in September 2015 to £1.8m annually in April 2017.• Development plans in place for each colleague as to be expected, but there is one team member who has stood out as to having huge potential, and as a result is currently on a programme to develop to a Manager. Show less

Responsibilities:• Dual site Store Manager in Southampton and Whiteley with a combined workforce of 23 team members including Sales Managers• Total annual turnover over £1.75m• To drive and improve customer satisfaction experiences instore.• To achieve growth of sales on last year’s performance • Manage the team on their individual performance based on sales KPIs including UPT, ATV, conversion and data capture.• Plan for new seasonal layouts and ranges taking into… Show more Responsibilities:• Dual site Store Manager in Southampton and Whiteley with a combined workforce of 23 team members including Sales Managers• Total annual turnover over £1.75m• To drive and improve customer satisfaction experiences instore.• To achieve growth of sales on last year’s performance • Manage the team on their individual performance based on sales KPIs including UPT, ATV, conversion and data capture.• Plan for new seasonal layouts and ranges taking into consideration previous sales data analysisAchievements:• Increase in Customer Satisfaction scores from 45% to 98% over 2 months. This was achieved through simplifying the process for the team and engaging with them to put the customer at the heart of everything they do. Removed any non-customer focused tasks from peak trading hours.• Successfully won various team incentives based on sales including +52% increase in sales on last year over Black Friday/Cyber weekend.• Sales across the two stores over Christmas grew by 12% on the previous year.• Identified the red/amber/green colleagues and performance managed those who were not delivering.• Recognised those who were exceeding and implemented a training and development plan to be able to progress in the future. Show less

Responsibilities:•Section Manager of two general merchandise departments in a Premier store. Total turnover of £9m annually in these departments.•Managing a team of 18 Customer Assistants and Section Co-ordinators. •Full accountability of Home Furniture and Childrenswear departments in the store, including all HR and pay queries related to personnel, health and safety, loss prevention and planning of any CAD layouts.•Motivating a large ambiguous team to deliver results on… Show more Responsibilities:•Section Manager of two general merchandise departments in a Premier store. Total turnover of £9m annually in these departments.•Managing a team of 18 Customer Assistants and Section Co-ordinators. •Full accountability of Home Furniture and Childrenswear departments in the store, including all HR and pay queries related to personnel, health and safety, loss prevention and planning of any CAD layouts.•Motivating a large ambiguous team to deliver results on time•Coaching and developing team members to achieve their career goalsAchievements:•Highest performing multi-channel department in the store, contributing to store’s overall performance•Delivered record-breaking sales performance in December 2013 whilst managing the ‘Christmas Shop’ •Recognition for hard work and personal development in Quarter 1 2014 •Highest level of customer service based on weekly customer comments Show less

Responsibilities:•Manager of one of the top 40 stores in the company with a £2m annual turnover•Achieved company targets by managing & motivating my team to ensure profitable growth•Managed all KPIs to ensure they exceed company standards•Analysing sales figures and forecasting future sales volumes to maximise profit and margin•Ensuring that high levels of customer service are being maintained through ongoing training and staff development, measuring this through a… Show more Responsibilities:•Manager of one of the top 40 stores in the company with a £2m annual turnover•Achieved company targets by managing & motivating my team to ensure profitable growth•Managed all KPIs to ensure they exceed company standards•Analysing sales figures and forecasting future sales volumes to maximise profit and margin•Ensuring that high levels of customer service are being maintained through ongoing training and staff development, measuring this through a Mystery Shop process •Build and maintain positive working relationships with supplier representatives and local businesses.•Assisting the Regional Manager on a daily basis in supporting the region, increasing performance on key KPIs and monitoring compliance.Achievements:•Turned negative stores into consistent achievers. Continuous growth at 20% lfl•Top performing manager across the company scorecard based on KPI and sales performance•Top performing store in the company based on scorecard ranking•Passing periodic Mystery Shop visits•Successfully ran bespoke projects for the Regional Managers•Earned a store re-fit through great P&L performance in 2011•Brought in a new sales process and re-educated my teams to develop their careers to progress through the company Show less

Responsibilities:•Manage customer relationships, from initial sale to post sale support•Conducting presentations to customers and prospects, including client visits.•Actively promoting all new products and initiatives of the company to existing customers and prospects•Attending industry tradeshows and eventsAchievements:•Achieving forecasted sales against monthly revenue targets•Setting up a successful network of clients throughout the south of the… Show more Responsibilities:•Manage customer relationships, from initial sale to post sale support•Conducting presentations to customers and prospects, including client visits.•Actively promoting all new products and initiatives of the company to existing customers and prospects•Attending industry tradeshows and eventsAchievements:•Achieving forecasted sales against monthly revenue targets•Setting up a successful network of clients throughout the south of the UK•Growing the company database by 32% Show less