The purpose of my role is to deliver multiple projects as part of the ‘Ops Excellence Programme’. A programme designed to accelerate functional cost efficiency work streams, through the discipline of the cross-group forum, to deliver business cost reduction targets. Using data-led operational simplification work streams that release capacity and combat cost inflation and deliver commercial, multi-disciplinary projects to achieve strategic objectives. The targets are achieved by working with cross functional teams to break down complex cross-functional change into manageable deliverables with clear end­ to end plans. Leading business-wide programmes consisting of a number of inter-connecting projects that directly enable the achievement of the group strategy.

As the Retail Operations Standards & Costa Way Manager I maintain and develop a centre of excellence to provide strategic direction and frameworks, execution and metrics, playbooks, functional and retail capability to support the UK market. The UK is a lead market for Operational excellence and supports other global retail markets in their creation and delivery of Operational excellence.- Developing frameworks for operating models in Costa to hold Ops to account in consistently delivering Operational Excellence across all UK&I Retail Stores- Partner with key senior stakeholders across the business to best disseminate and translate operational best practices.- Define and manage frameworks for partner (franchise) review and assessment- Lead the team that design, publish and gatekeep operational best practices, brand standards and source of truth medium/s- Identify and develop opportunities to simplify operational guidance to deliver a more efficient and consistent operating model- As the manager of the Centre of Excellence, explore and validate initiatives proposed (propositions) to enhance productivity and consumer experience globally- Monitor in market success and recommend corrective actions if necessary; Ongoing analysis of internal data to a) comprehend retail performance, b) share with wider teams and c) manage & adjust tactics to drive sales and share positively.

I lead the labour operations agenda for Costa UK Retail and I am accountable for the day-to-day operation of the UK Retail labour model and trading labour budget of £230m+ ensuring all new processes are effectively captured & modelled and the labour control line is delivered on the UK Retail P&L.I lead the deployment strategy ensuring labour is utilised effectively across all 1,500+ UK Retail stores.I build strong and effective relationships across all Support Centre teams and acts as the functional ‘gatekeeper’ for the UK Retail labour model, ensuring projects and activities across the UK business are understood and labour impacts are captured.I lead the forecasting cycle for UK Retail, provide narrative and influence direction to the Head of Productivity and Retail Director on sales forecasts and calls out any labour challenges before they happen.I lead the operational labour reporting structures ensuring they are fit-for-purpose, providing the right level of insight for labour management purposesI am responsible for labour demand planning and the labour demand planning tool, providing timely and insightful updates to help shape direction on recruitment and contract base managementI lead and develop a team of 4 including an experienced systems manager, and 3 specialist labour analysts

I lead the Labour Operations and Analytics team as part of the UK&I Productivity Team. I manage labour Operations processes and performance reporting processes for all equity stores in the UK (1500+). I am responsible for ensuring the UK equity operation not only delivers to labour budgets and other key performance indicators, but also sees LFL productivity growth.I also lead a team of field support analysts whose accountability is to deliver productivity coaching to Area & Store managers, provide support and ultimately drive productivity growth. I am accountable for their performance, development.Key Aspects of my role include:- Drive compliance to routines to improve productivity and efficiency, delivering YoY labour savings- Identify opportunities to further improve labour efficiency and productivity, producing business cases and implementing change.- Determining national targets/benchmarks for selected labour KPIs and creating reporting and metrics to measure these against- Build and distribute weekly store labour reporting to the Operations and field leadership teams- Own and develop the suite of monthly central labour reports- Own financial elements of the Costa labour model- Lead and steer the central operational labour forecasting processes- Provide ongoing labour performance narrative and alert the business to future risk, including weekly engagment with senior business leaders.- Work with the Technical team to continuously develop labour reporting capability and output- Lead team of field support analysts to drive growth and improve performance in targeted areas.- Support strategic planning and delivery as part of Long Term Plan objectives

Lead the Insight Team for Transformation & Operations Development projects and programmes. • Manage a direct report, supporting with their development and helping them reach their full potential• Ensure accurate, meaningful and timely delivery of analytical support• Manage and prioritise the team’s analytical backlog• Take loosely defined problem statements and understand how to structure and focus analysis to deliver value and provide clarity• Building analytical models using store and customer data to help identify opportunities for improving the operating costs, customer experience and store profitability.• Build strong relationships with project and programme managers across the Operations Development team to deliver shared outcomes• Build and maintain tools to improve store operations, visualise data and deliver insight using Excel, SQL and VBA • Working with team members and across the business to enhance analytical capability and share skills, knowledge and best practices

Accountable for identifying and delivering cost saving initiatives whilst simplifying the retail operation.Communicating with key stakeholders and customers.Process mapping accounts to identify opportunities.Analysing trends and data to deliver opportunities within timescales.Projects include; simplifying consumables ordering process for store colleagues through system enhancements and budgetary adjustments. Overall resulting in £1m pa cost saving.Removal of single use carrier bags from retail operations and implementing a reusable solution. Generating a £26m cost reduction as well as reducing net carbon footprint. Collaborated across multiple functions including Procurement, Marketing, Retail Operations and Public Relations.

Forecasting first week sales of all promotional products within the Health & Beauty and Bakery categories.Identifying potential systems improvements and working with key stakeholders to deliver these changes to simplify daily routines and increase productivity.Working with in-store retail colleagues to help improve the customer experience and continually deliver improving KPIsEnsuring all stakeholders delivered their tasks complying with timelines and effectively communicating any shortfalls and agreeing ways to improve this.

Accountable for recruiting and training whole store team, ensuring they have the capability to deliver above and beyond in their role by developing their operational and leadership skills.Coaching colleagues to be passionate and knowledgeable about the products in your store, building its brand and providing customers with the right range, quality and service to ensure they keep coming back.Lead team in the driving of trade activity, and use your expertise and knowledge to grow sales and maximise profit.Lead and build direct reporting managers knowledge to deliver and sustain Change Plans and resource planned activities ensuring that hours are worked when and where these would most benefit customers, and to identify and resolve root cause issues, with sustainable solutions and continual reviews.

Recruiting and training a team, ensuring they have the capability to deliver above and beyond in their role by developing their operational and leadership skills.Coaching the team and role model great service, demonstrating enthusiasm to delight customers.Maintaining and supporting the time to achieve the right stock levels and co-ordinating Space, Range and Display plans accurately and on time.Supporting a team to achieve accurate stock routines and improved stock integrity.Delivering and sustaining Change Plan activities contributing to the wider businessEnsuring seasonal events are planned well, creating a great atmosphere and delivering high standards by presenting an area and colleagues in a manner that positively reflects the brand.