Mike Appleton Email & Phone Number

Liverpool, Gb

- Lead a team of performance analysts to drive operational improvements across all retail locations, utilising data insights to support decision-making and enhance shop performance.- Develop and deliver performance metrics for retail shops, ensuring alignment with strategic objectives and providing actionable insights for shop leadership.- Collaborate with cross-functional teams to ensure that performance reporting is accurate, timely, and supports continuous improvement in retail operations.- Spearhead the use of reporting tools (e.g., Tableau) to provide self-service capabilities for store managers, enabling them to track key performance indicators and implement improvement plans.- Work closely with stakeholders to ensure data governance, driving alignment on performance metrics and targets in line with company objectives.- Partner with shop teams to translate customer feedback into actions that enhance customer experience and operational efficiency.

- Passionate About Transformative Change: Adept at capturing and utilising customer and partner feedback to drive meaningful transformations and nurture a customer-centric ethos.- Strategic Expertise: Proven track record in shaping strategy, leading stakeholders, and elevating feedback within JLP.- Stakeholder Management: Skilled in building strong relationships and driving collaboration, resulting in improved customer satisfaction levels.- Innovative Approach: Experienced in using innovative tools and agile methodologies to empower the voice of the customer for tangible results.- Dedicated to Impact: Committed to turning insights into actionable outcomes, making a real difference in the customer experience.

- Manage Voice of Customer input for significant change programmes, with a focus on customer outcomes and operational considerations.- Shape and develop continuous customer propositions and experiences for John Lewis, Waitrose, and customer-facing teams.- Provide specialised expertise for critical Partnership Plan initiatives, addressing customer issues.- Design and oversee initiatives to capture partner and customer feedback, ensuring KPIs are achieved.- Manage relationships with stakeholders up to Director level, driving ongoing improvements.- Lead reporting processes and digital tools for customer feedback.- Act as the Business Owner for Partner Ideation, selecting external providers.

Victoria, London

Lead the creation & development of a Customer/Partner (employee) feedback mechanism & good suggestion scheme that enables the surfacing of key customer pain points, in turn driving more customer centric decision making improving the experience for both Customers and the lives of our Partners (employees).

Regional Role Covering Scotland & The North

Supporting the creation and delivery of an aligned outcome specifically looking at: - Supporting Retail units in adopting a culture Continuous Improvement through providing tools/techniques/leadership mindset. - Support the creation of a scheme allowing for Partners ideas to be heard and implemented in turn generating a cash saving.

Chester, United Kingdom

• Oversee management of day to day branch processes and routing operations for a 150 seat catering environment.• Manage a high-performing team including delegating workload, staffing, and scheduling.• Ensured proper compliance of food safety and cleanliness with regard to federal regulations.• Effectively collaborated with Section Managers throughout the branch to support sales and service across the branch.

Stirling, Stirling, United Kingdom

Successfully managed a high performing team through significant change to better streamline operations.• Developed and implemented measures for Modern Waitrose including 30-minute tab.• Cemented successful transition to Unpaid Breaks involving working directly with management to ensure solid understanding of Partner questions.• Built and sustained strong relationships with management staff driving influence on decision making.• Successfully reduced absence from 4% to less than 1.5%.• Awarded a branch of the week accolade within four weeks oftenure through wastage control and sales improvements.

Chester, United Kingdom

Leading a team of over 60 personnel in a flagship store which included new branch concepts. Responsibility included strategic planning of the sections KPI's on a day to day and period to period basis. Strong development of my team including my two reporting managers as well as ensuring the best possible service was provided to our branch customers.

Northwich, Cheshire, United Kingdom

Northwich, Uk