Director of Operations

Within my current role as a Selling Manager on the PINK floor, using our company values and through coaching I drive store results, as well as my teams. My responsibilities include; Accountable for results on my sales floor as well as the overall store. Undertaking the role of the CSL; driving sales and overseeing the operating fundamentals of the store. Leading by example to observe and coach the team to selling behaviours and driving their results to support our HPSC. Ownership of the talent lifecycle of direct reports; Recruitment, assessment centres, on boarding plans, training development, performance management, terminations and succession planning to support retention within the store. Analysing the CSR and store results to gain insight to action. To then collaborate with my peers across functions to grow the business and our teams. Overseeing the customer experience, overall appearance and day to day operations of the store in partnership with my ASM’s and peers. Facilitating the coaching module for SLT on boarding and for our AIM program. Taking ownership of the selling associates on boarding process to ensure consistency across the store and to support our retention. Ownership of product launches to drive excitement and maintain momentum to drive results. Supporting other store openings and cover as and when needed.

 Managing team from associate level up to Supervisors. Responsible for daily operations of the cash wrap, including opening and closing procedures. Organising and leading training for new starters as well as SLT and associates across all functions. Working with peers and SLT to ensure a smooth operation during peak trade due to high volume. Management of the cash office, including; Banking, change orders, discrepancies and investigations. Working closely with the loss prevention team to support shrink awareness and as a part of cash office operations. Leading by example to deliver a best in class cash wrap experience to every customer, ensuring they leave the store wanting to return.

 Supporting the management team with the daily operations of the cash wrap and cash office. Organising and leading the training for associates/leadership within the department and across the store. Observing the team and informally coaching when appropriate to ensure correct behaviours are displayed. Building trust and rapport with associates to support them in ensuring they are high performing associates and able to deliver a best in class cash wrap experience and providing customers with the ‘Goodnight Kiss’ leaving them wanting to return. Working alongside my peers and SLT to ensure the department supports our culture of ‘All in, We win.’

Having worked on the PINK floor for nearly a year, I achieved great results and was regularly given amazing feedback. Through remaining consistent and passionate, I was able to apply for an elevated position within the Cash Wrap team.As a Cash Wrap lead, it was my responsibility to lead by example, mentoring the associates around behaviours and service. Day to day, I was also expected to deal with any till/system problems. Process staff purchases. Ownership of packaging orders and deliveries, and being a support for my SLT as of when they need to ensure a smooth operationally delivery.

Starting at the Victoria’s Secret New Bond Street flagship store in June 2012, I was lucky enough to be part of the store opening. Once completing stock out, I started in my role as a Sales Associate on the PINK floor. This role involved proving a fun, high energy experience for customers and educating them on how to shop the floor and layering. Within my time in this role, is when I realised just how passionate I was about proving high level customer service, and once learning about the brands values and culture I knew pretty quickly this was the company that I wanted to progress within.