As the Head of Retail at Saatchi Gallery, I oversee all retail operations by driving commercial strategy, budget management, and enhancing customer experience. My key responsibilities include:• Developing revenue optimisation strategies for on-site shop, online retail, and artwork sales.• Monitoring KPIs with the Financial Department, strategically managing costs, negotiating with suppliers and vendors, and mitigating stock loss risks.• Expanding retail activities by incorporating current and future market trends.• Creating branded products and collaborating with artists, designers, and partners.• Ensuring strong sales performance through artwork selection and merchandise.• Coordinating artwork-selling shows and maintaining visual merchandising standards.• Identifying sales opportunities through events and partnerships.• Managing the Retail Newsletter and promoting products and artworks on social media.• Monitoring e-commerce user interactions to achieve business targets, revamping our website to enhance the customer shopping journey, and improving IT systems.• Developing the staff structure and leading HR processes for Retail Staff.• Conducting daily team briefings and delegating tasks to boost productivity and efficiency.

As a Retail Team Leader at Science Museum Group, I:• Managed and trained 30+ retail assistants across multiple shops, overseeing attendance, holidays, and appraisals.• Led by example on the shop floor, supervising daily operations, preparing work schedules, and motivating the team to meet retail standards.• Monitored retail revenue, budgets, and targets, leveraging KPI insights for strategic decision-making and surpassing sales targets.• Carried out shop opening and closing procedures, conducted team briefings, ensured exceptional customer service, and managed cash floats.• Managed write-offs, inventories, and stocktakes, and reported product feedback to the Buying team.• Addressed customer complaints and devised strategies to enhance visitor satisfaction, resulting in the Shop advancing from 4th place in 2021 to 1st place in 2022 in Mystery Shoppers’ ratings across 10 departments in the Museum.• Partnered with the Retail General Manager to set staff and store objectives and launched remote retail outlets (Pop-Up Shops, Temporary Exhibitions, Book Signings).• Worked with the Merchandising team to implement new Visual Merchandising plans and displays.• Liaised with other department managers (Security, VE, Estate, Gallery Services, Catering, and Duty Managers) to ensure visitor safety and satisfaction.• Collaborated with HR department for recruitment, conducting interviews and managing staff induction and training.

• As a Senior Assistant, I was the first point of contact for our customers and staff, while liaising between our office and the team on the shop floor.• Actively engaging on the shop floor, I ensured cleanliness, optimal stocking, accurate pricing, and completion of delegated tasks, driving exceptional customer service to meet daily and weekly targets.• I managed daily retail operations, including opening/closing procedures, refunds, and addressing customer queries, while also handling significant amounts of money for shop floats and payments.• I provided support and training to the team, assisting in induction, monitoring probationary periods, and sharing retail expertise.• I collaborated with the Retail Administrator and the Retail Product Developer & Buyer with stock operations, inventories, quality checks and deliveries. • I assisted the Visual Merchandiser in strategically displaying products in the Shop.• I supported the eCommerce Executive with online sales.

During my time at London City Tour, I was responsible for:• Promoting and selling London City Tour bus tickets.• Upselling tickets for partner attractions to enhance customer experiences.• Providing expert advice to customers regarding major London landmarks.• Focusing on meeting customer needs, ensuring satisfaction, and promptly addressing any queries.• Developing sales strategies to achieve daily targets while working in a competitive and fast-paced environment.

During my time at Bricoman, I was responsible for: • Direct selling and managing payments in my capacity as Cashier. • Welcoming customers, dealing with customers' queries and issuing invoices as a Welcome Hostess. • Carrying out quality and quantity checks on warehouse deliveries.