Ryan Heritage Email & Phone Number

London Region

London, England, United Kingdom

• Established an engaged, remotely managed motivated and high performing team, identifying and developing talent from within• Delivered and exceeded defined KPI’s, through exceptional leadership skills and sound understanding of what drives operational excellence.• Established a coherent store visit programme.• Co-ordinate and prioritise the team’s activities and schedules so resources are deployed where the best overall outcome is most likely.• Worked closely with the Store Leaders and their teams to get a shared understanding of the customer situation and to arrive at the most appropriate approach for each individual customer.• Created clear accessible communication channels to engage the team and Build relationships across the region and with peers in other regions.• Ensured the team operated in line with the regulatory framework, company standards, policies and procedures evidenced via formal and informal field observations and training.• Developed the skillset of the team to enable them to offer appropriate advice and forbearance guidance to customers in increasingly complex situations.• Provided a point of escalation for customers when resolution was difficult.• Ensured that all customer complaints were investigated and handled professionally.• Keep abreast of Health & Safety legislation or regulation. Applied robust processes to ensure that the business and all colleagues operated to the spirit and intent of the Company’s Health & Safety policies

Wales, United Kingdom

London, England, United Kingdom

East London & Essex

Scope of Role: Circa 70+ employees, 6 shift managers, 2 assistant managers and 1.7 million annual turnover • Training – Delivered training for new products and procedures to all members of the team. Completed monthly training audits and regular performance reviews for all employees.• Management development - Led and coordinated the management development program through coaching and mentorship.• Health & Safety/Food safety – Encouraged a safety conscious culture consistently delivering A grade audit scores and outstanding EHO visits.• Financial Discipline – Complete autonomy over store P&L including inventory management, local store marketing, food and labor costs. Consistently delivered effective P&L results demonstrating positively influencing sales whilst fully managing costs.• Recruitment & Scheduling – Responsible for end-to-end recruitment process and weekly scheduling of team members to ensure maximization of customer demand.• Customer satisfaction – Taking extreme ownership of all customer complaints. Achieved consistently high scores on all mystery shopper visits and delivered YOY sales and customer growth through outstanding customer service.• Local community involvement - Building connections within the community including a strong relationship with Tower Hamlets Council completing regular litter and clean up events to improve both the surrounding area and our reputation as a responsible employer within the community.

London, England, United Kingdom

Responsible for successful general running of licensed premises with 26 direct reports in the bar and kitchen areas.