Martin Alderson Email & Phone Number

United Kingdom

Kent, England, United Kingdom

Tonbridge, England, United Kingdom

• Drive and motivate the team to achieve store targets and KPI’S (Awarded Manager of the region 2022/2023 for exceptional performance against target).• Drive excellent store standards and customer service focus through coaching and regular 1:1 performance review.• Proactively seek staff feedback on store performance and develop a culture of continuous improvement.• Ensure our customers are treated to a shopping experience and not just a transactional process.• Effectively communicate company and store information through team meetings and daily briefs.• Manage team performance, identify, and promote good performance and effectively deal with under performance.• Effectively delegate tasks, encourage individuals to develop and increase their operational knowledge ensuring a multi skilled team.• Responsible for the compliance of all company policies and procedures e.g., Health & safety, Fire safety, Stock management, Cash handling and banking, High value stock checks, Stock Transfers.• Manage store shrinkage and deliver stock check results in line with company expectations.• Demonstrate effective time management, planning and organising skills regarding daily, weekly, and monthly store tasks.• Forward planning and flexibility when dealing with special client events and product launches.• To assign custom fitting appointments to colleagues based on availability and competence, ensuring that the client receives the best sales journey we can offer.• To formulate and implement retail strategies to increase revenues by utilising data.• Compliance with and effective execution of retail merchandising principles including, replenishment, barcodes, pricing, POS, and good housekeeping.• Ensuring the safety of all staff and stock on a regular basis and assessing areas of risk.• Attend regional board meetings every 6 weeks to discuss store and team performance with other managers, regional managers, and retail directors.

Knightsbridge, England, United Kingdom

(In addition to Assistant Manager duties listed below)Leading, motivating and managing the team daily.• Managing and delegating duties and workload to the team.• Investigating, actioning, and responding to escalated and complex customer enquiries.• Identifying and recommending actions to enhance the standards and systems required to continually improve customer service.• Holding regular one-to-one meetings with the team to discuss KPI targets and performance along with giving the employee a voice.• Leading and participating in the performance management system.• Develop service procedures, policies, and standards.• Maintaining an orderly workflow according to priorities.• Analyse statistics and compile accurate reports.• Keep accurate records of customer escalations and discussions with the brands.• Work closely with senior business leaders to deliver objectives efficiently.• Recruitment and team training with updating of the training process when required.• Ability to motivate and direct but understands when to apply.• Excellent verbal and written communication skills.• Adaptable and able to adopt the most appropriate style to maximise success.

Knightsbridge, England, United Kingdom

• Lead the back-of-house Aftercare operation and a team of 6.• Set and manage all KPI targets for the back-of-house team and Rolex workshop.• Resolve escalated client complaints with professionalism and accuracy whilst ensuring the integrity of the mentioned brand.• Ensure a good channel of communication is kept between Harrods Aftercare and all external brand workshops whilst keeping all parties informed of any changes in the status of the client’s repair.• Conduct one-to-one development sessions with the team to ensure all staff members are supported and able to share their experiences and concerns regarding their role in the department.• Conduct daily briefs with the team to inform of changes in the business and department.• Support, up-skill, and coach the team with repair processes and technical product information.• Ensure staff are trained in the operating system and that standards are met when booking in a client repair.• Build and maintain relationships with the sales teams and their clients to ensure a smooth transition from the sales floor into aftercare.• Manage staff scheduling to ensure appropriate coverage to meet sales and service standards.• Coach the team to be aware of all client's emotional and practical needs when replying to complaint emails or queries.

London, United Kingdom

• Advise company directors of our current market position and ways to increase our footprint within a crowded market.• Forecast sales figures against stock management to find optimum stock levels as well as creation of database with stock inventory and all assigned costs.• Manage customer appointments and conduct sales meetings.• Ensure quality control checks are completed on all products at point of purchase and point of sale before dispatch.• Analyse stock to ensure products are reduced or promoted to enhance sales• Ensure all data on the website is accurate and all current promotions are in place with terms and conditions assigned where necessary and upload latest stock inventory onto the website and all social media platforms.• Manage costs to ensure store sales numbers are reviewed regularly against inventory and operational costs.• Negotiate and maintain couriers and shipping company contracts to allow for world-wide shipping and broader reach.• Source stock globally to ensure inventory is bought at the most competitive price on the market. • Establish new partnerships with external brands to drive accessories sales.• Arranging meetings with new trade vendors to discuss potential partnerships involving trade-to- trade deals. • Negotiate with external repair workshop to carry out all needed repairs at the best possible trade price to help maximise profits.• Arrange and execute external events with partner companies to spread brand awareness and grow client base.

Blackheath

(Job change due to family illness)Estate Security.• Main additional key holder for all properties to allow service providers to access when needed whilst ensuring the database of key holding is kept up to date.• Checking that anybody entering the estate are authorised to do so and checking them against the job logs.• Ensuring all properties are secure and all alarms are set when resident is away on holiday or away living elsewhere.• Removing or clamping all unauthorised parked cars from the estate.• Guiding contractors and those with internal and external jobs on behalf of specific residents to the correct property and checking identification and logging the work required and length of time to complete.• Signing and delivering parcels to residents property when they are absent.• Being available on 24 hour call out in case of resident emergency.• Ensuring that any damage to the properties is reported to the maintenance manager or authorities when required.• Ensuring all outer doors and building access doors are secured and locked at all times.• Maintaining a log of residents and there car ownership.Estate Maintenance.• Litter removal from the estate and sweeping and cleaning car park areas and walkways.• Cleaning of gullies and drains when required or blocked.• Cleaning main reception area.• Clearing of all debris from pathways and walkways i.e. leaves / branches.• Gritting pathways during the winter months.• Checking all boundary areas checking that all walls and fences are in good order.• Removing graffiti using pressure hose.• Checking all hardware tools are functional and in good condition.• Removing rubbish from bin rooms for weekly collection.• Cleaning all pathways and carpark with pressure washer.• Fixing or replacing and broken hardware on the estate.• Repairing pathways and doorways if damaged or uneven.• Replacing all lighting when required.• Assisting all grounds maintenance teams when required.

Royal Exchange, London

• Organising the daily operations within the boutique in regards to management and administration as well as stock movement.• Responsible for opening the premises, preparing the store and banking• Organise daily, weekly and monthly routine tasks for both myself and the sales team in order to maintain the boutique and brand’s policies and procedures.• Responsible for merchandising the boutique. This includes the external and internal displays; arranging visuals for maximum impact and focusing on rotating popular and trending stock items.• Conducting stock control and audit tasks.• Ensuring all deliveries and stock movements (internally and externally) are handled and processed correctly • Carrying out the daily cash checks.• Drive sales in the store by being results orientated and setting individual and store targets accordingly• Maintain excellent customer relationships whether face to face, over email or the phone.• Assist the website team with sales and purchasing enquiries.• Initiate new ideas to promote sales and develop staff training.• Arrange client payments for online orders.• Maintain and develop vast product knowledge within the business• Maintaining staff product knowledge, in relation to current trends within social media and printed publications • Ensure efficient team work through effective listening and feedback whilst maintaining an excellent relationship with the manager in staff training, the stores targets and day to day issues that may arise.• Active involvement in organizing and generating ideas for internal boutique events• Liaising with marketing in preparation for product launches, promotions and latest press releases• Attend meetings with Wholesale and Trade• Maintaining excellent sales profile in addition to management responsibilities (second in total sales of all staff since the store opened)

• Self-sufficient and proactive in managing the after sales service for IWC in the UK market.• Excellent customer service skills and telephone manner.• Implementation of SAP/IRIS operating systems ensuring that all information is up to date and correct.• Build and nurture good relationships with private clients and retail businesses to ensure confidence in the brand.• Respond to client complaints and queries professionally and diplomatically whilst ensuring the integrity of the brand.• Ensure the brand manager is aware of significant changes within the platforms after sales structure.• Assist sales managers to negotiate terms of repair to achieve customer satisfaction whilst ensuring margins are maintained.• Daily verbal and electronic communication with the Swiss manufacturer for repair updates and client queries.• Oversee shipments of repairs to and from the Swiss manufacture ensuring correct issue of customs paperwork.• Maintain extensive knowledge of products and brands within the Richemont group to assist as required.• Regularly update knowledge of expanding product portfolio to ensure accurate information is passed onto end client.• Integrate workflow with other departments to ensure smooth flow of clients’ repairs through the system.• Ensure that all productivity targets are consistently met daily, month to month as well as yearly• Maintain flexibility in daily routines to ensure ability to re prioritise activities as required

Bond Street, London

• Work effectively and efficiently within a small team.• Be self-motivating within a management role.• Exemplify excellence in customer service skills and communication.• Understand customer needs and to assist them in managing their expectations within a luxury product.• Expand business opportunities through effective marketing.• Manage the repair process and ensure targets are met within the after sales system • Cashing up and banking on a day to day basis.• Ensure all administration controls are in place and carried out accurately within required timeframes.• Maintain and work to planned budgets and targets, on individual products as well as within the store as a whole.• Minimize controllable costs and discounts to help maximize the store profitability.• Motivate the team to achieve targets.• Ensure the image and integrity of the business while maintaining a smooth operation of the store.• Active involvement in leading the team at high profile events such as Salon QP, Basle and Genève SIHH• Active involvement with marketing department in organizing internal boutique events • Lead presentations for product launch events within the boutique.• Assist in the recruitment for the boutique.• Train new and current staff with high level technical and product knowledge.• Gain a good client base by ensuring continuous growth through external and internal boutique events.• Responsibility for budgets when buying new and current models for the boutique.