Managing a small, dynamic, and happy team to deliver the highest levels of customer service. Applying a culture of trust and respect with staff and customers, which in turn consistently generates strong financial, people, operational, and customer performance outputs.

North Hertfordshire Homes is a not-for-profit housing association providing and maintaining quality homes in eight local authority areas across the counties of Hertfordshire and Bedfordshire.

• Planned, owned and delivered the ATL Tesco Mobile advertising, working closely with agencies to produce strong media plans and creative execution, to budget • Developed, led and delivered a ‘go hard iPhone’ plan ‘through the line’, which has seen Tesco Mobile’s market share double• Generated and formed lasting relationships with handset manufacturer marketeers, especially Apple UK• Lead marketeer for channels delivering first class advertising for new handset launches… Show more • Planned, owned and delivered the ATL Tesco Mobile advertising, working closely with agencies to produce strong media plans and creative execution, to budget • Developed, led and delivered a ‘go hard iPhone’ plan ‘through the line’, which has seen Tesco Mobile’s market share double• Generated and formed lasting relationships with handset manufacturer marketeers, especially Apple UK• Lead marketeer for channels delivering first class advertising for new handset launches including Samsung S7/Edge and the new iPhone• Support and collaborate with the wider business functions to develop, launch and deliver new and existing marketing propositions based on our customer segmentation models Show less

• Developed and presented tactical marketing activation ideas and proposals to new clients interested in driving business trade. With major high street retailers and holiday operators• Completed retail marketing reviews for TBK owners/directors to support ideas scope for new business in both food and non-food

• Responsible for driving and supporting trade activity across the Tesco estate both on and offline, where I am the 'go to person' for Telecoms trade and marketing campaign activity• Developed the Tesco Phone Shop marketing campaign offering that was used to engage handset manufacturers and networks to partner, providing an additional revenue stream• Lead point of contact for all lead handset manufacturers and network campaign activity, including Apple, Samsung, Sony, HTC… Show more • Responsible for driving and supporting trade activity across the Tesco estate both on and offline, where I am the 'go to person' for Telecoms trade and marketing campaign activity• Developed the Tesco Phone Shop marketing campaign offering that was used to engage handset manufacturers and networks to partner, providing an additional revenue stream• Lead point of contact for all lead handset manufacturers and network campaign activity, including Apple, Samsung, Sony, HTC flagship devices, EE, 02. Delivering consistent, joined up and cost efficient communications across all Tesco Phone Shop marketing channels• Responsible for developing and delivering Tesco Phone Shop ATL media for branded networks, manufacturers and SIM Free activity overseeing a £1.2m advertising budget • Established and delivered a new trade planning process across Tesco Telecoms ensuring our ‘go to market’ activity was on track, had clear stakeholder engagement and decision making, and specifically executive governance and reviews. The output was improved quality, simpler customer communication and resource savings• Supported and drove Tesco Mobile brand and trade campaigns to grow their customer acquisition targets, peaking at 4.5m total customer in 2014. • Telecoms point of contact for trade planning liaising with Tesco UK Marketing teams to deliver a strong marketing share of voice, and joined up campaigns. Responsible for delivering 'Clubcard Boost' campaigns delivering additional revenue and sales for Telecoms• Collaborated and negotiated with non-food stakeholders to secure additional marketing and trading opportunities for our Telecoms categories, including seasonal space, promotion ends and off fixture displays which resulted in year on year sales growth• Developed and coached a direct report, enabling a placement on the Tesco Options programme that will develop her promotion prospects Show less

• Responsible for Tesco online marketing communication in all Tesco store formats • Delivered all stores marketing communication (POS, leaflets, free standing units) for Tesco Direct, Groceries, Wine and Entertainment within a c.£3m budget• Drove through proposals to improve the awareness and impact of the Tesco direct sales and service kiosk across the estate, including new POS and marketing solutions. Later in 2008 created and inspired a new look kiosk and communication style… Show more • Responsible for Tesco online marketing communication in all Tesco store formats • Delivered all stores marketing communication (POS, leaflets, free standing units) for Tesco Direct, Groceries, Wine and Entertainment within a c.£3m budget• Drove through proposals to improve the awareness and impact of the Tesco direct sales and service kiosk across the estate, including new POS and marketing solutions. Later in 2008 created and inspired a new look kiosk and communication style driven through customer insight• Managed the lead communication for the launch of the Tesco direct catalogue, with a sustained marketing campaign plan to trade non-food categories through 300 Tesco Direct kiosks in store. • Initiated a concept store test pilot store in Burnley Extra to build brand and tactical marketing opportunities resulting in a 11% uplift in Tesco Direct store sales increase• Responsible for the targeting allocation of 6m Tesco Direct catalogues to c.750 stores, engaging senior directors and store retailers to promote and acquire new customers Show less

• Responsible for the implementation of a new ‘Revenue Generation’ function stream of complex property programmes • Managing high quality project management teams and contractors to deliver all projects on time and to budget • Integrated processes and cross-functional operating models and briefs with commercial teams, Tesco Property and Procurement to merge projects into the Tesco development programme resulting in accelerated programmes to market and reduce capital… Show more • Responsible for the implementation of a new ‘Revenue Generation’ function stream of complex property programmes • Managing high quality project management teams and contractors to deliver all projects on time and to budget • Integrated processes and cross-functional operating models and briefs with commercial teams, Tesco Property and Procurement to merge projects into the Tesco development programme resulting in accelerated programmes to market and reduce capital costs• Physical output: installed 250 automated and hand car washes c.£7m capital spend; Tesco TV media across 110 large stores in 6 weeks c.£10m capital spend; trialled 10 new automated reverse vending recycling units, trialled and installed food vending units Show less

• Responsible for the delivery of new service initiatives for the circ.170 Metro store estate, specifically the new development of a home delivery service trial across 5 stores resulting in improve customer satisfaction and sales

Responsible for defining the Metro merchandising space plan for new and refitted shops, ensuring the right range meets customers needs.

• Responsible for delivering new and exciting customer initiatives and improvements into stores. I was specifically responsible for: • New trolley design (including parent & child trolleys)• Trolley loss prevention (including the introduction of a customer trolley loss helpline)• Customer carrier bags (including Bag for Life design and specification)• Customer publications (including Petrol station store location maps)• Christmas Initiatives - 'Bring fun and excitment'… Show more • Responsible for delivering new and exciting customer initiatives and improvements into stores. I was specifically responsible for: • New trolley design (including parent & child trolleys)• Trolley loss prevention (including the introduction of a customer trolley loss helpline)• Customer carrier bags (including Bag for Life design and specification)• Customer publications (including Petrol station store location maps)• Christmas Initiatives - 'Bring fun and excitment' to stores and customers Show less

• Responsible for the Tesco Customer Panel Question-time programme across the UK. • Specific duties including planning and organising agencies, customer recruitment, venues and store briefing packs. • Leading, preparing and facilitating the store team for the customer session..• Writing up the details and summary reports from customers and colleagues comments from the sessions and circulating to key stakeholders including the Tesco PLC executive board.• A… Show more • Responsible for the Tesco Customer Panel Question-time programme across the UK. • Specific duties including planning and organising agencies, customer recruitment, venues and store briefing packs. • Leading, preparing and facilitating the store team for the customer session..• Writing up the details and summary reports from customers and colleagues comments from the sessions and circulating to key stakeholders including the Tesco PLC executive board.• A notable achievement was introducing and delivering a new Customer Question-time programme in Ireland over four months following the Tesco acquisition of 100+ Stewarts, Quinsworth and Crazy Prices stores Show less

• I started as a trainee store manager in Leicester developing to senior management positions, as listed, across large and heavy trading (£M+ weekly turnover stores):• Home and Wear trainee manager• Petrol station manager• Assistant store manager • Senior fresh food trading manager• Senior ambient trading manager (I opened Royston new store in this position)• Customer service manager (including all service areas)All positions required the management of large… Show more • I started as a trainee store manager in Leicester developing to senior management positions, as listed, across large and heavy trading (£M+ weekly turnover stores):• Home and Wear trainee manager• Petrol station manager• Assistant store manager • Senior fresh food trading manager• Senior ambient trading manager (I opened Royston new store in this position)• Customer service manager (including all service areas)All positions required the management of large groups of colleagues including their training and development (objectives and appraisals etc). Show less