At Weight Watchers (GBR) Ltd, as Senior Manager of Customer Experience & Operations from 2018 to 2024, I was responsible for devising and executing effective engagement and communication strategies tailored for field-based team members. I cultivated strong partnerships with new business collaborators across the UK, International, and Global teams, focusing on enhancing collaborative efforts. Additionally, I developed and implemented a comprehensive performance and financial management strategy for the UK Workshop business.Key Achievements for this role have been:• Within one year, boosted gross margin from 8% to 44% through strategic cost-cutting initiatives and successful recruitment of new members.• Provided pivotal support in change management, facilitating the implementation of global and local change initiatives within the team.• Achieved a significant increase in Customer Satisfaction rates to over 98% by implementing a Service Excellence Model

Overall responsibility and accountability for achieving the club EBITDA and Operating profit budget and all financial targets. To ensure a consistent delivery of the Gala brand in each customer touch point of the club and lead a team to deliver the Gala brand values and to create and lead a culture of exceptional customer service and inspire teams to deliver the best buzz in Bingo.

• Created a vision that meant all team members worked to become 'Number 1'.• Removed barriers to our sales performance to unleash the teams potential.• Provided high levels of support and challenged under-performance in reviews.• Organised and managed store budgets to maximise profit with no over spend.• Supported the achievement of the Region and Company’s business strategy, including winning 'Region of the Year' for 2 consecutive years.• Delivered the role model behaviours that ensured our high standard was maintained. • Analysed reporting to understand trends and effectively planned to maximise output.

• Manage the Day to Day Running of the Store in Managers Absence• Maintain High Levels of Store Standards within my Department• Support Sales Consultants to Achieve Target• Analyse P&L Statements and Create Plans to Maximise Profit • Coach Team Members to Deliver World Class Service • Reduce Loss Through Risk Management