Scott Mcmillan Email & Phone Number

London, England, GB

Heathrow

Head of Terminal with Wilson James, leading operations at London Heathrow Airport's largest terminal, T5, with a team of around 600. Recently achieved a major milestone by successfully managing the busiest month on record, supporting over 212,000 passengers in one month. I am deeply committed to developing my team to enhance operational performance.

London Heathrow Airport, England, United Kingdom

Head of Terminal with Wilson James, overseeing operations at London Heathrow Airport's T2 & T3. Responsible for ensuring compliance with PRM service requirements and legislation, driving continuous improvement initiatives, managing budgets, and fostering strong customer/stakeholder relationships. Proven track record in leadership, operational excellence.

London, England, United Kingdom

• Lead and manage a dedicated team across eastern stations on the Elizabeth Line, including Romford (11.3M pax/yr; +23% Vs pre-covid levels), prioritizing exceptional customer service and consistently achieving top.
• Collaborated effectively with stakeholders to oversee and successfully conclude multi-million-pound station refurbishment projects.
• Provided advice and support to station teams to consistently achieve Department for Transport security protocols… Show more
• Provided advice and support to station teams to consistently achieve Department for Transport security protocols, ensuring a safe station environment for all.
• Reviewed service levels for PRM delivery across stations and set in place improvement plan.
• Fostered close cooperation with the local council, Business Improvement District, and community groups, strengthening partnerships and enhancing community engagement. Show less

London, England, United Kingdom

• Managed a portfolio of ten stations within the London metro network, swiftly establishing myself as a key member of the leadership team while adapting to a new industry.
• Prioritized team development and engagement, embedding improved communication practices across the broader network.
• Ensured operational safety, particularly during challenging Covid-19 lockdowns, by implementing measures that upheld the safety of station operations for both staff and passengers.

South East London

• Advanced from managing a food hall to overseeing multiple sites and eventually taking charge of a full-line department store with an annual turnover of £18 million.
• Transformed a store facing a challenging trading environment, significantly boosting footfall and sales by concentrating on local excellence. Resulted in a remarkable +11% increase in footfall and +13% growth in sales.
• Successfully led a newly formed management team, comprised of both newly… Show more
• Successfully led a newly formed management team, comprised of both newly promoted managers and external recruits, fostering their knowledge and confidence to make informed decisions and lead effectively.
• Conducted a comprehensive review of staffing, optimizing shift patterns and contract mix to align with sales patterns while maintaining exceptional customer service standards within a reduced staffing budget.
• Achieved remarkable performance management results, coaching underperforming team members to improve their skills, all while maintaining the highest team engagement rate in the region at 95%. Show less

South East London

• Accountable for exceeding targets across Customer, People, Sales, and Operational metrics in a large High Street store with a turnover of over £20 million.
• Elevated service levels from underachievement to surpassing targets, maintaining high levels for over two years, with service satisfaction reaching 96%.
• Utilized an empowering leadership style to foster team development, including supporting team members through retail apprenticeships and implementing robust succession… Show more
• Utilized an empowering leadership style to foster team development, including supporting team members through retail apprenticeships and implementing robust succession plans.
• Spearheaded regional sales initiatives, such as Back to School events, driving engagement, competition, and product knowledge, leading to the region ranking 2nd in the UK.
• Provided critical support to the business by covering Store Manager and Commercial Manager roles in the flagship Bluewater store, taking on higher-grade roles to further my development. Show less

London Gatwick Airport

• Held accountability for delivering overall turnover in excess of £80 million at Gatwick Airport. With accountability across eleven stores and direct responsibility for four stores, including one with a turnover of £15.
• Prioritized the enhancement of the customer experience within our stores by proactively seeking and acting on feedback, resulting in the service ranking as #1 in the UK.
• Continuously reviewed space and sales densities to optimize store layouts, collaborating… Show more
• Continuously reviewed space and sales densities to optimize store layouts, collaborating with Head Office departments to implement necessary changes.
• Facilitated increased sales for premium ranges with higher margins by improving staff knowledge, providing customer service training, and securing supplier-funded incentives and staffing support.
• Employed coaching techniques to ensure consistently excellent retail standards, heading a project within Gatwick to instil a flexible and engaging leadership style among all managers, maximizing team performance.

East Bedfont, Greater London, United Kingdom

• Maternity cover secondment - Fragrance Buyer for UK
• Planned and executed comprehensive fragrance promotions, encompassing 40 different promotions across 26 UK airports.
• Took accountability for planning and setting up the Christmas fragrance campaign, valued at over £9 million.
• Managed fragrance buying for 15 suppliers, including prestigious brands like Chanel, Estee Lauder, and Coty, while also overseeing Global Account Management for LVMH.

London Heathrow Airport, England, United Kingdom

• Oversaw terminal turnover of £70 million, with department turnover of £45 million and a headcount of 145.
• Elevated the Gatwick North beauty department from 6th to 3rd place within World Duty Free, tailoring the assortment to match the customer profile and optimizing space.
• Opened first standalone Jo Malone boutique at airport.
• Achieved four wins in the company’s “Standards” competition during this period.
• Delivered a commendable stock-loss rate of 0.3%.

London, United Kingdom

• Managed the expansion and refurbishment of beauty departments, including Oxford Street, Trafford Centre, Glasgow, Reading, Nottingham, Bluewater, Welwyn, Peter Jones.
• Planned the space and location for beauty brands prior to refurbishment of Oxford Street flagship store in 2006.
• Developed new concepts including Niche Skincare and Cosmetics, and Men’s Grooming Zone – for which sourced products and developed new fixturing.
• Reviewed profit densities following refurbishments, and… Show more
• Reviewed profit densities following refurbishments, and re-assigned space and location to brands based on profit densities.
• Set-up best practice standards for the department, including merchandising guidelines, head office procedures and communication guidelines.

London And Reading

• Retail management training scheme, covering all aspects of retail from store management to buying. Worked in key seasonal departments within Peter Jones (Sloane Sq.) and John Lewis Reading.
• Reason for leaving: Promotion.

Portsmouth, United Kingdom

Graduate Trainee with the e-Procurement practice of IBM Global Services. Worked on several key projects, including developing an e-Procurement system for the US Military bases within Europe; supporting the worldwide helpdesk for CLS Bank and working on various HR projects.

Bachelor Of Science - Bsc (Hons) Anatomy, Institute Of Biomedical And Life Sciences

Research: Anatomical explanations for the failure of inferior alveolar nerve anaesthesia.

Letná Škola Slovenského Jazyka, (Slovak Language Summer School)

Residential summer school at Paneurópska vysoká škola in Bratislava, learning Slovak language and culture.