- Manage cross-brand & Group working party responsible for steering of brand customer experience activities and programmes. - Develop and maintain measurable action plans to deliver improvements against customer KPIs. - Creation, definition and management of Customer Goodwill budgets and associated processes. - Management of insight framework to ensure timely data insights are shared and acted upon to improve customer journeys. - Liaison with VWG’s legal team and solicitors as necessary, with the Customer Services Centre, to ensure resolution. Act as escalation point for the SEAT & CUPRA Customer Services Centre.

- Creation, definition and implementation of Parts Pricing Strategies to achieve parts margin objectives.- Identification of pricing opportunities to deliver incremental turnover and margin growth, whilst representing value to customers.- Liaising with Brands and relevant factories to gain buy-in for UK pricing actions.- Communication to internal and external stakeholders on UK pricing changes and processes. - Supplier & budget management to deliver competitor price benchmarking for OEM / OES.

- Commercial management for CUPRA Ateca, reviewing price position and specifications to achieve mix & volume ambitions.- Product analysis for Arona / Ateca / Leon range to influence and affect product positioning within the market. - Product communication responsibility for internal stakeholders, third-party influencers and retail network.- Product system setup and maintenance.- Management and improvement of Fleet Tactical forecasting- Execute targetted tactical campaigns to manage stock appropriately.- Managed setup and regulatory affairs to launch the SEAT MO eScooter 125 to the UK.

- Commercial evaluation of overlay tactical campaigns to review return on investment and propose future improvements. - Financial reconciliation and forecasting of overlay tactical campaigns. - Management of tactical appeals process to ensure prompt and accurate payments to the VWG UK network.

- Optimising parts stock inventory through sales promotions, vendor repurchases and obsolete scrappage. - Improving inventory management processes to minimise future risk of nil-moving or excess stock. - Supporting senior leaders, providing stock optimisation progress for Board of Management discussions. - Planning and forecasting of annual financial provisions

- Delivery of a suite of adaptable email templates and quarterly tactical updates – ensuring FCA and legal compliance. - Managed Dealer Marketing Compliance Programme, introduced social channel to reflect the shifting digital customer buying journey. - Management and awarding of funding for innovative network marketing through the Try Something New Programme. - Briefed and launched Lost Sales Analysis – a continuous improvement programme to try and reignite lost leads.

Working as a Hospitality Assistant (Bar Staff) from January 2015, l was then promoted to Hospitality Supervisor (Team Leader) October 2015. I held this position whilst at University (excluding my placement year) until graduation. Responsibilities included:- Leading a team of between 4-16 individuals in the delivery of excellent customer service.- Training new team members to ensure brand standards were met and maintained. - Responsibility for maintaining government food hygiene and safety standards.

- Responsibility for analysis of the Audi Sales Excellence Programme. This task facilitated continuous improvement of the sales process, benefiting the VWG customer experience within the network.- Management of the Office for Low Emissions Vehicles (OLEV) government grant. I collaborated with relevant departments to help design OLEV grant training. - Responsible for first line budget management of the immediate team, including; budget forecasting, identification of risks and opportunities, ensuring correct purchasing processes were followed and the tracking of invoices and credit notes. - Production of the National Sales Forecast on a weekly basis. - Responsibility for organising Audi UK's participation at Motability One Big Day Events. - Analysis of enquiry levels to identify commercial opportunities. - Creation of quarterly summary presentation decks for various stakeholders. - Personal skill development, completing an intermediate and advanced Excel course, as well as presentation courses.

- Managing a variety of activities for campers (aged five to eleven) to participate in whilst being responsible for their health and safety. - Communicate effectively with Senior Counsellors and Camp Directors to highlight any challenges faced by campers or myself. - Communicate with parents of campers I had direct responsibility for to update them on their child's experience. - Developed ability to adapt to new cultures, environments and colleagues.

- Tutoring Maths and English for children aged five to fourteen. - Explaining national curriculum Maths and English content, as well as the 11+ test.- Inspiring children to engage with their learning and be proactive if tuition was required in particular areas. - Communicating clear and informative feedback to guardians on their child's progress from the tuition sessions.