Mark Chappell Email & Phone Number

Rotherham, Gb

Leeds, England, United Kingdom

Manchester, England, United Kingdom

Sheffield, United Kingdom

Multi-award-winning General Manager experience in leading dynamic and driven teams of up to c20 colleagues. Transitioned 6 different underperforming stores and developed all to be in the top 25 (of c1000) nationally. Adept in multi-site management, supervision numerous stores simultaneous within the General Manager role, and even cluster managing 5 stores at times. Held a Regional Manager position leading 25 stores and c200 colleagues. ➤ Analysing both loss and cost control on a daily, weekly, and monthly basis➤ Collated statistical and financial reports including P&L, stock loss, and sales figures and fed these results back to senior management making recommendations for improvements. ➤ Analysed current spending patterns and market trends to ensure store merchandising and visual displays help drive customer spend➤ Owned the end to end customer journey from recommending the right product or solution, setting up products, providing aftercare, and reviewing customer feedback 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀✔ Project Managed and consulted on several company-wide, cross-branded initiatives.✔ Initiated a customer satisfaction project, utilising customer feedback to improve the process, taking Currys Retail NPS from 43% in May 2019 to 67% in March 2020.✔ Streamlined retail operational processes to save 2million payroll hours ✔ Implemented an idea of installing screen protectors to handsets which developed into a commercial proposition generating £8m+ additional profit and increased customer NPS scores.✔ Lead a successful change program that introduced a digital assisted sales tool to retail, combining the sales journey and technology to improve customer journeys and improve NPS levels by 20%✔ Project managed large scale store & business transformation and rationalisation initiatives.✔ Winner of the Innovator of the year award alongside various Manager of the Year awards along with being shortlisted as a Finalist for the Chairman’s shield award for my Forum work

United Kingdom

Oversaw the operational delivery of business-critical initiatives, with dual-brand accountability for Currys PC World and Carphone Warehouse, across the entire UK Retail footprint. Responsible for Colleague Engagement and Enablement, Customer Experience, and Financial Outcomes. Line management responsibility for 8 Divisional Coordinators, and 70 Regional Colleague Representatives, and with a wider team of around 21000 employees.Project managed large scale store & business transformation and rationalisation initiatives including:➤ Initiated a customer satisfaction project, utilising customer feedback to improve the process, taking Currys Retail NPS from 43% in May 2019 to 67% in March 2020.➤ Streamlining retail operational processes to save 2 million payroll hours to be reinvested into front line sales.

Tasked with turning an idea into a routine, a change in behaviour with an existing product to produce better sales performance and customer satisfaction. Numerous tasks including:➤ Agreeing on a pricing structure.➤ Writing a training programme.➤ Organising a training roll-out.➤ Training over 1000 employees.➤ Setting and managing incentive programmes.➤ Communicating with people at all levels, from part-time sales consultants to the managing director.The project was a huge success and delivered a seven figure additional profit annually.

Additional to my sales role, I was assisting in managerial decisions, doing coaching sessions with the team, delivering briefings, taking control of the stores procedures and rota management.There was a team of 9 people of all ages and capabilities, i was tasked with transferring my sales performance and capabilities to the whole team.I took control of what I saw as the underperforming areas of the branch, both sales-wise and not, I created a business plan as to how we as a store could improve these while still making further improvement on our strong areas.In the 5 months that I was in this role, performance increased month on month, operational efficiency improved to near perfect and customer service scores were increasing.

I was a commission based sales consultant at Carphone Warehouse in Doncaster before being headhunted to move to an underperforming store in Rotherham in January 2007.The basis of the job was to approach customers, use a set sales process, assessing the customers needs and then recommending a solution. This included additional sales and objection handling.I acheived 'Sales consultant of the year' for our region in my first year in the business and came second nationally for accessory performance.After these awards, an assistant managers position was created for me in the branch.I followed a management training programme, and passes the assessment centre with distinction, meaning that I was qualified to be an assistant or branch manager , and was then able to apply for these positions.

I was a part time Sales associate on the business machines department during my studies, during holiday times I moved up to working full time and even acting team leader due to my abilities.The job entailed all aspcts of retail, from stock management and cash handling, to asisting customers and upselling where necessary.My confidence in the field and my technical knowledge led to me being in charge of delivering briefings about new products and technologies, as well as setting up a fitting service initiative to increase levels of customer service for the store.

Education record

A Levels

Mathematics, Physics, Computing, General Studies

Gcse

Whilst at school I studies for 13 GCSEs across a very broad range of subjects, I achieved A*-C in all 13 subjects