Responsible for programmes that increase Warhammer awareness and continue to engage existing customers across UK, Europe, Australia and New Zealand.  Working with departments across the business to develop and deliver effective regional and global programmes that enhance customer experiences in our Warhammer stores.  Gathering, understanding and communicating feedback to drive the constant improvement of programmes for all parties involved.  Warhammer Alliance - our programme of… Show more Responsible for programmes that increase Warhammer awareness and continue to engage existing customers across UK, Europe, Australia and New Zealand.  Working with departments across the business to develop and deliver effective regional and global programmes that enhance customer experiences in our Warhammer stores.  Gathering, understanding and communicating feedback to drive the constant improvement of programmes for all parties involved.  Warhammer Alliance - our programme of working with young people organisations (including schools and Scouts) - managing the team that delivers this and developing the global Warhammer Alliance strategy.  Learning Management System - managing the team that creates the training material to increase staff engagement and support them in their roles, from Inductions to seasonal promotions.  Retail merchandising - supporting the breadth and depth of the product offer and how that is presented in Warhammer stores. Warhammer World - supporting the managers of the Warhammer World Store and Warhammer World Events team to develop the best possible customer experience in our flagship location. Show less

Successfully established the Games Workshop business in Singapore, drove awareness of Warhammer and sales through increasing our Trade presence, opening retail stores, and developing a programme of supporting Warhammer clubs in local and international schools.  Decided upon and recruited for the roles required, including the unique Community Developers role. Inducted, trained and coached a world-class team to deliver our goals. Found the right locations for our new retail stores and… Show more Successfully established the Games Workshop business in Singapore, drove awareness of Warhammer and sales through increasing our Trade presence, opening retail stores, and developing a programme of supporting Warhammer clubs in local and international schools.  Decided upon and recruited for the roles required, including the unique Community Developers role. Inducted, trained and coached a world-class team to deliver our goals. Found the right locations for our new retail stores and overcame challenges to ensure they were fitted and merchandised for purpose.  Built relationships across Singapore that engaged people with the Warhammer brand and saw Singapore lead the way in developing the Warhammer Alliance in Asia. Show less

A specialisation in setting goals, monitoring progress, and taking appropriate action. The range of cases focussed on probation reviews, performance management, and Capability support, from all across the UK. As a role that came into existence at the same time as a new retail structure, it involved the constant refinement of our approach and processes in meeting the needs of the business. It included me writing and developing a retail-specific Capability Programme that is now in use across… Show more A specialisation in setting goals, monitoring progress, and taking appropriate action. The range of cases focussed on probation reviews, performance management, and Capability support, from all across the UK. As a role that came into existence at the same time as a new retail structure, it involved the constant refinement of our approach and processes in meeting the needs of the business. It included me writing and developing a retail-specific Capability Programme that is now in use across the Games Workshop UK business, and being involved in creating a national training guide that is in use world-wide.  Clearly communicating and agreeing expectations was central to the conversations I had with managers when visiting them.  Good judgement was paramount in assessing each case, considering the needs of the business alongside the needs of the individual. Show less

Taking under-performing managers from across the UK and working with them to develop and successfully implement a personalised sales plan.  Asking questions and listening to fully understand the challenges that the manager was facing, and exploring a variety of ways to overcome those barriers that gave them control and responsibility.  Using a wide range of bespoke training and coaching solutions to support the managers in their specific circumstances.  Taking appropriate… Show more Taking under-performing managers from across the UK and working with them to develop and successfully implement a personalised sales plan.  Asking questions and listening to fully understand the challenges that the manager was facing, and exploring a variety of ways to overcome those barriers that gave them control and responsibility.  Using a wide range of bespoke training and coaching solutions to support the managers in their specific circumstances.  Taking appropriate steps on the occasions that agreed goals were not met and training/coaching had not achieved the required change. Show less

Responsibility for delivering like-for-like sales growth on a monthly basis, alongside the introduction of a worldwide Games Workshop retail initiative.  Communicating the changes and supporting the managers in their understanding and implementation of the new standards.  Developing a successful regional team that delivered results and constantly sought to improve. This included the use of training and coaching, mentoring, and regional meetings. I was also responsible for the… Show more Responsibility for delivering like-for-like sales growth on a monthly basis, alongside the introduction of a worldwide Games Workshop retail initiative.  Communicating the changes and supporting the managers in their understanding and implementation of the new standards.  Developing a successful regional team that delivered results and constantly sought to improve. This included the use of training and coaching, mentoring, and regional meetings. I was also responsible for the recruitment of new managers.  Identifying ways to continue consistent sales growth whilst solving issues that might disrupt that. This included succession planning, staff secondments, and managing store closures and redundancies. Following the successes I had in the North West, I was given the South region. I adjusted to a differing set of challenges and continued to deliver exceptional sales growth. Show less

Delivering sales growth in Games Workshop’s premier event centre. As a destination location for our customers from across the world, ensuring an outstanding level of customer service was central to the role. Warhammer World is also Games Workshop’s flagship hobby store and standards were always incredibly high.  Hiring, training and coaching a large team of sales assistants to deliver truly memorable customer service and, through this, consistent sales growth. I was also a trainer of… Show more Delivering sales growth in Games Workshop’s premier event centre. As a destination location for our customers from across the world, ensuring an outstanding level of customer service was central to the role. Warhammer World is also Games Workshop’s flagship hobby store and standards were always incredibly high.  Hiring, training and coaching a large team of sales assistants to deliver truly memorable customer service and, through this, consistent sales growth. I was also a trainer of trainee managers, or ’Veteran Sergeant,’ whilst performing my role as Store Manager.  As Games Workshop’s flagship store, setting an example to all other retail stores was important in every aspect - quality of staff, management practice, promotions, and merchandising. It involved a high level of innovation and constant improvement.  Building positive relationships with other departments in the business to ensure the best customer experience possible. Show less

The recovery of one of Games Workshop’s biggest stores in the world, with the goal of returning it to the top 5. This was achieved within 6 months.  Re-building Games Workshop Edinburgh’s relationships within the community, including with local gaming clubs.  Taking a positive approach towards the opportunities presented by Edinburgh’s large tourist trade, and training staff appropriately.  Developing and implementing promotions that increased the recruitment of new… Show more The recovery of one of Games Workshop’s biggest stores in the world, with the goal of returning it to the top 5. This was achieved within 6 months.  Re-building Games Workshop Edinburgh’s relationships within the community, including with local gaming clubs.  Taking a positive approach towards the opportunities presented by Edinburgh’s large tourist trade, and training staff appropriately.  Developing and implementing promotions that increased the recruitment of new customers, and drove sales of Games Workshop’s new releases. Show less