John Crooks Email & Phone Number

•Designed and delivered key Crown Network projects in line with organisational KPI’s to improve branch productivity.•Collated and analysed data which challenged and empowered Branch and Crown Area Managers in relation to customer experience and compliance.•Developed training programmes, branch performance reports and communications in line with business objectives, KPIs and DDA legislation.•Introduced technological changes and enhancements to innovate customer experience.•Scrutinised the Crown Office refurbishment programme to ensure compliance with the customer flow model.•Represented Head of Customer Experience on various projects.

•Increased sales and productivity through the implementation of store layout guidelines and effective stock control strategies.•Ensured compliance and challenged non-conformance to ensure consistent high retail merchandising standards and customer service.•Negotiated buying strategy with third party suppliers to ensure the maximum profit margin for the business.•Designed retail training packages and coached individuals and teams.•Managed the successful retail closing down process for 70 crown branches involved in the WH Smith conversion process.

•Designed and delivered retail training courses, including new entrant induction courses to anticipate and reflect business strategy within agreed timelines.•Communicated retail data findings on branch performance, store conformance and profit & loss.•Development of In-branch coaching in branch to assess competence and compliance.•Managed colleagues through individual development plans.

Cert Of Education, Post 16 Compulsory Education

Btec Hnd, Business & Finance

A Levels, History, Geography, English Literature