Stuart Instan Email & Phone Number

London

United Kingdom

• Managing the successful pre and post opening operations at new Little Waitrose and Partners shops at various Shell sites• Building and developing successful relationships with 3rd party stakeholders and their teams• Delivering training across all operational aspects including Health & Safety, Food Safety, ordering, stock availability expectations, customer service standards• Leading a project delivering 95% availability of stock across all Little Waitrose and Partners at Shell Select shops (55 in total)• Streamlining the chilled product ordering process, rolled out across the estate, increasing efficiency and reducing costs• Successfully meeting and exceeding monthly targets, reflected in the Shell brand audits conducted by Waitrose• Continuously liaising between Shell sites and WR&P Central Teams, conducting Customer Journey Reviews as appropriate• Assisting with Brand Audit function (Welcome Break & Shell)

Regional

• Planning and leading a broad ranging project, to encourage young people to consider a career in Food Service• Successfully delivering Customer Journey Reviews across test shops as part of the Noggin transformation learning trial• Engaging and collaborating with multiple retail stakeholders, building long term working relationships• Liaising with cross-functional stakeholders, creating detailed report to present data from test shops using gsuite• Working on a project to roll out customer service training to Hospitality teams within Waitrose• Building a short audit using Google to measure standards of customer service including progress through the training roll out, which could be deployed by a mystery shopper in a live environment and fed back to store teams

• Successfully completing accurate, consistent and timely Customer Journey Reviews in and around the M25 in order to maintain brand integrity, and assess quality of customer experience across all touchpoints in shops• Providing constructive and objective feedback during and following the audit, conversing with Partners often at a higher level• Creating detailed and accurate reports understanding and summarising the impact of the feedback provided• Planning the audit cycle, enabling stores to receive audits at varying times and observing a 4-week gap between audits• Successfully cultivating ongoing relationships with both internal and external stakeholders• Managing additional projects including scoping the recent changes to the service and Cafe assessment• Woking with other auditors, exchanging best practice and performing regular calibration exercises • Delivering workshops to upskill shop management teams, sharing ideas and best practice, promoting continuous improvement• Attending Senior Management meetings, including CTM’s, and offering concise input where appropriate• Organising and attend bi-monthly meetings with Area/Regional Managers and Audit Champions,• Maintaining in depth understanding of historical results and trends, offering insight/solutions into ongoing shortfalls

London, United Kingdom

Responsible for the day to day operations in a busy Central London Convenience store, driving commercial success whilst enabling a high quality customer experience and Partner lifecycle.

Various Locations In The London Area