Critical to my success in this role was my ability to actively engage in the mentorship, coaching and guidance of my 5 direct reports and the site’s 150+ team members. My effective management style was successful in the delivery of a team culture that inspired continuous improvement, optimizing individual performance to promote the achievement of team and organizational goals and objectives.Notable HighlightsIncreased customer NPS year on year for 5 years by analysing data and verbatim feedback to identify opportunities for improvement and take immediate corrective action.I am proud to have built a strong relationship with the local community including the Clontarf Academy. Spending time with young indigenous talent building respect led to successfully onboarding new team members and being recognised for my supportIdentified and developed leaders for the future including Store Managers, Assistant Store Managers and department managersProvided a safe environment for customers, team members and visitors, successfully reducing incidents and claims by identifying risks implementing site specific action plansIncreased both sales and profit YoY Successfully led the team through 2 major operational restructures by keeping the team well informed and engaged and positively actioning all grievancesActively engaged the community to raise funds and gifts for local charities, Royal Far West and Bear Cottage during a 4 year partnershipLed the team through changes in multiple Enterprise Agreements.Other responsibilitiesCommunicate the business strategyEnsure compliance to all legislative requirements, Company policy and proceduresOverseeing event planning and executionOversee the store rostering to ensure labour is allocated to optimize productivity, control costs, meet customer demand and comply with the Industry Award (GRIA)Provide a safe environment for customers, team members and visitorsDevelop a talent pipeline and create future leaders

Based in Big W’s Norwest Head Office, this role required me to work end-to-end across all functions in the identification and delivery of optimum outcomes for Big W customers and teams. My success in this role was by ability to manage requested trading and marketing activity for all Big W stores in order to deliver right first time execution. By engaging and assisting key stakeholders and support teams to plan, build, execute and review all store based changes, it enabled stores to focus on exceeding our customers expectations.Notable HighlightsCreated critical paths for all activity affecting the stores and established an effective process to monitor timescales ensuring plans were complete prior to communicating to the storesCreated a measurement tool to measure how effectively the store based activity has been executed at store level and communicated opportunities of improvement to the trading teams including brochure fulfillment rates and new release sales complianceGained credible feedback from retail colleagues at all levels to support decision making and implementation of trading activity. By planning time in stores to speak with team members, I was able to identify many pain points and create action plans to either remove the activity or adapt so it was easier to executeIdentified site specific activity and made relevant changes to the plan when required. This included rescheduling stocktakes and other activities if the store was at workload capacity.Assisted in creating a new portal for all store based communication and removing all other communication methods for store tasks. This helped remove confusion and was easier to manage for the teamsCreated and presented packs communicating new processes, equipment and insights to senior management.Built strong relationships with all areas of the business including the operations field team, commercial, marketing and digital teams

Following my success as a Store Manager and my strong operational knowledge of business processes, I took on the role of Subject Matter Expert to lead Big W on the change journey for new equipment, programs and processes. I was responsible to ensure that a quality product is delivered, is fit for purpose and to provide business specific information to the Change Management Team in support of all key activities and act as change champions for Big W.Notable HighlightsSuccessfully negotiated business enhancements that were not in scopeWorked with the Business Analysts and with assistance from the Quality Assurance team to ensure processes and keystrokes are consistent across all banners of WoolworthsAssisted the change management team to identify and rate planned changes. This was critical and ensured all rollout plans were communicated correctlyDelivered communication of new equipment and processes to State and Area Managers so communication was cascaded consistently to store teamsIdentified risks and opportunities during User Acceptance Testing (UAT) and provided feedback resulting in complete products with no outstanding issues being issued to storesTailored training and education material specific to Big W with assistance from the state support teams and ensured it was consistent with other Big W literature Other ResponsibilitiesManage relationships with identified stakeholders in their division including Site/Store Lead - Champions. They are the sole point of contact for Site/Store Lead Champions.Support the preparation of business transition and sustainability plansIdentify risks and issues associated with the programDefine the process, validating and becoming champions of quality for the businessDuring UAT provide guidance to business testersConduct Train the Trainer to their business areas (if needed)Support End Users / Support Teams during Go Live & Warranty period.