Greg Henson Email & Phone Number

Midlands & North West, Uk

Led a team of self-employed drivers delivering daily to various locations across the Midlands and North West England. Oversaw Stoke-on-Trent depot operations, optimising routes and ensuring safe parcel loading. Monitored schedules to meet customer experience and compliance targets.SUMMARY· Franchise Operations: Ensured compliance with legal, operational and Health & Safety regulations while maintaining adherence to brand standards, industry best practices and alignment with corporate guidelines· Business Operations: Developed and implemented targeting and reward strategies, ensured policy and procedural compliance and managed recruitment, onboarding and training strategies· Vehicle Maintenance: Planned and executed maintenance schedules to ensure all safety checks and servicing were completed efficiently, guaranteeing uninterrupted service delivery· Customer Experience: Met KPI targets, monitored routes, communicated delays to customers and resolved complaints, queries and missing parcels through formal investigations· Legal & Regulatory Compliance: Implemented and maintained effective processes and record-keeping procedures to ensure compliance, covering continuous monitoring and due diligent record-keeping procedures· Achievements: Recognised as the top-performing franchisee for customer experience, achieving high customer satisfaction scores, the lowest complaints and adherence to delivery times

Manchester, Stoke-On-Trent, Dudley And Birmingham, Uk

Navigated the business through the Covid-19 Pandemic, governing impact to sales and cash flow forecasts. Enabled the business to be recognised as a leading franchisee within the UK post-pandemic.Stores: Manchester (Bury), Stoke (Hanley), Dudley (Merry Hill) and Birmingham (Bullring & Grand Central)SUMMARY· Financial Oversight: Developed business plans, budgets and forecasts, managing efficiency, commercial profitability and business performance across all store locations in the UK· Franchise Operations: Ensured legal and operational compliance, maintained brand standards and implemented Covid-19 policies, procedures and processes and also spearheaded local marketing campaigns· Business Operations: Optimised customer journeys, implemented targeting and reward strategies and ensured policy and procedural compliance, whilst also developing recruitment, onboarding and training strategies· HR: Oversaw TUPE process for existing teams, cultivated company culture, enhanced employee engagement and implemented performance management strategies· Networking: Enriched internal and external relationships to enhance company visibility and increase profitability· Customer Experience Improvement: Enhanced all customer experience metrics at each location· Achievements: Delivered over 10% growth in overall conversion and more than 40% revenue growth (over £1.5M)

Midlands, Uk

· Directed a team comprising more than 90 personnel across 12 strategically located stores, consistently achieving sales and service Key Performance Indicators (KPIs)· Implemented a customer-focused business approach, identifying opportunities for growth and improvement· Managed recruitment, training and headcount with precision to optimise resource allocation· Ensured compliance with all legal and regulatory requirements while overseeing area performance· Named Area Manager of the Year for outstanding performance and leadership in both 2017 and 2018

Midlands, Uk

· Provided in-depth coaching to sales teams, driving a customer-centric store culture and enhancing profitability· Consistently developed teams to deliver exceptional service and ensure customer satisfaction· Ensured store compliance with legal standards, assessed via mystery shopping and audits· Managed store FTE and labour turnover through effective selection processes, in-store inductions, training, development and one-to-one review processes· Recognised with the Store Leader of the Year award in 2015, leading to promotion to Area Manager

Midlands, Uk

Sales Consultant to Multi-Site Store Leader· Advanced through various leadership roles, overseeing multiple stores and enhancing sales and service performance· Spearheaded regional initiatives, overseeing 46 stores across three key performance indicators· Acknowledged for successfully revitalising underperforming stores within tight timelines· Multiple Sales & Service awards both regionally and nationally

Education record

A Level Qualifications Business Studies, Media Studies & Economics

Education record

10 GCSEs Including English & Maths