James Dix Email & Phone Number

York

North Acton

Role supporting all business channels with the collation, resolution and process improvement for colleague feedback from throughout the business. Leading and coaching a team of four employees responsible for the gate-keeping and resolution of the issues impacting retail employees. This team is responsible for the service delivery and coordination of over 46K requests per year. Analysis of feedback to identify areas of continuous improvement which is used to work with a wide variety of… Show more Role supporting all business channels with the collation, resolution and process improvement for colleague feedback from throughout the business. Leading and coaching a team of four employees responsible for the gate-keeping and resolution of the issues impacting retail employees. This team is responsible for the service delivery and coordination of over 46K requests per year. Analysis of feedback to identify areas of continuous improvement which is used to work with a wide variety of stakeholders from around the business and at all levels of seniority to implement changes. Incident management of customer impact events. Co-ordinating the wider business operations team, IT and senior business stakeholders to identify, respond and update customers impacted by product delays, overcharges and other operational incidents. Vendor management support. Support for key offshore teams around process improvement, operational improvement and customer impacts alerts. Project delivery. Responsible for the roll out of various project in both Carphone Warehouse and Curry’s brands. Key highlights: The rollout of 24-hour Net Promoter Score via SMS for the Curry’s retail stores with the creation of an ongoing support model. The development and delivery of a new colleague feedback portal for all Carphone Warehouse retail colleagues to use which provides direct access to the relevant head office business area able to resolve their query.Customer Contact CRM project analysing how customer marketing data flows into Dixons Carphone CRM databases and how the volume of customers opting into marketing can be increased. A variety of challenges were identified and flagged identifying large volumes of valid consent captures being discarded incorrectly. Show less

North Acton

Role supported the retail channel with operational support issuesManaged relationships with external suppliers and provided on going support for their relationship with stores Identified cost saving measures through detailed understanding of retail processes. For example £72k saved annually through the purging of records held by Dimensions our uniform supplier. Creation of store visit process for both Curry’s and Carphone to prevent unauthorised access by suppliers and… Show more Role supported the retail channel with operational support issuesManaged relationships with external suppliers and provided on going support for their relationship with stores Identified cost saving measures through detailed understanding of retail processes. For example £72k saved annually through the purging of records held by Dimensions our uniform supplier. Creation of store visit process for both Curry’s and Carphone to prevent unauthorised access by suppliers and head office colleagues to our retail stores. Access is now tightly controlled with letters of authority issued to visitors and emails providing notification of visits to the general and regional managers of the store. Crisis managed the launch of new Carphone Warehouse NPS portal. Worked with IT, reporting and Customer Insight to redefine the requirements for the portal and reporting after the initial solution was not fit for purpose to be launched within the retail estate. Analysis and report creation for various adhoc projects required for central operations projects. Show less

North Acton

Role encompassing the creation and approval of Technical Change Requirement documentation. Subject matter expert on retail systems and sales processes. Role required extensive stakeholder management as I was required to review and suggest changes and improvement to business development requirement documents as well as signing off Functional Design Solutions by IT. The coordination and management of the fulfilment of orders for new product phone launches. IPhone 6s and 6s+ phone with 65K… Show more Role encompassing the creation and approval of Technical Change Requirement documentation. Subject matter expert on retail systems and sales processes. Role required extensive stakeholder management as I was required to review and suggest changes and improvement to business development requirement documents as well as signing off Functional Design Solutions by IT. The coordination and management of the fulfilment of orders for new product phone launches. IPhone 6s and 6s+ phone with 65K pre-orders. Worked closely with Warehouse to make sure all orders were pushed and fulfilled for agreed fulfilment dates and all IT issues resolved before they impacted customers.Looking at opportunities to identify area of operational improvement and deliver changes that improve system stability and improved transaction time or store efficiency. Show less

Richmond Upon Thames

Took over a poorly led and poorly performing store in June 2014. Within 6 months it was the top performing store within the sales region moving up a sales band within Dixons Carphone within the year. Developed a sales team focused on delivering outstanding customer service to a highly deserving and affluent clientele. Whilst managing the store I took on various regional roles such as hub manager responsible to 5 stores within the region and regional loss prevention manager responsible… Show more Took over a poorly led and poorly performing store in June 2014. Within 6 months it was the top performing store within the sales region moving up a sales band within Dixons Carphone within the year. Developed a sales team focused on delivering outstanding customer service to a highly deserving and affluent clientele. Whilst managing the store I took on various regional roles such as hub manager responsible to 5 stores within the region and regional loss prevention manager responsible for performing disciplinary visits, operational improvement plans and analysis of loss prevention data for the region. Show less

Staines Upon Thames

Took over a poorly led and poorly performing store in June 2010 over the next 4 years developed the store into a top 100 store which receive regular director visits and was used to trial new products and services. Developed a sales team focused on delivering outstanding customer service, whilst achieving excellent sales results. Successfully developed three assistant managers into General Managers within Carphone Warehouse. Whilst managing the store I took on various regional roles… Show more Took over a poorly led and poorly performing store in June 2010 over the next 4 years developed the store into a top 100 store which receive regular director visits and was used to trial new products and services. Developed a sales team focused on delivering outstanding customer service, whilst achieving excellent sales results. Successfully developed three assistant managers into General Managers within Carphone Warehouse. Whilst managing the store I took on various regional roles such as Hub manager responsible to 5 stores within the region. I took on the role of regional loss prevention manager responsible for performing disciplinary visits, operational improvement plans for stores and analysis of loss prevention data for the region. Subject Matter Expert and was involved in the creation of Standard Operating Model database called How2. Show less

Wimbledon

Branch Manager of the store responsible for sales performance and overall day to day operations

Hexham, Northumberland, United Kingdom

Opened Hexham after being promoted from sales consultant. Quickly established the store as the primary destination for mobile phones purchases. Won national award for Loss Prevention performance

Nottingham, United Kingdom

Part time role whilst studying at Nottingham university. Sales and customer service

Gateshead

Ikea Co-Worker responsible for customer service and sales within the Dinning room furniture department whilst studying for A-Levels

Bachelor Of Science (Bsc), Geography, 2:1

Activities and Societies: Geography Society Paragliding society

A Levels, A-Geography, B-Biology, B-History B-General Studies