Leading cross-functional teams to streamline processes, optimise resource allocation, and enhance overall operational efficiency, as Operations Manager, I lead the Customer Operations, Customer Support, Software Provisioning, Engineering, Admin, Compliance and Payments departments. Playing a pivotal role in driving organisational growth and market expansion, the department has achieved success through the following strategic initiatives:• Implemented rigorous quality assurance measures resulting in an order accuracy rate of 99.39%, a 52% increase on the previous year.• Reduced the cost implications of hardware maintenance by 58% through strategic vendor contracts as well as the implementation of preventative maintenance strategies.• Championed initiatives to enhance customer experience and satisfaction, resulting in improved retention rates and increased customer loyalty as well as improving the Support desks SLA’s from 92% to 98.4% LFL.• Process mapped and implemented an improved client demobilisation procedure.• Successfully led the attainment of ISO 9001, ISO 14001, and ISO 27001 certifications, showcasing a commitment to quality management, environmental sustainability, and information security.• Established robust career and training structures, fostering a culture of continuous learning and professional development.• Mentored and coached team members, resulting in numerous internal promotions and enhanced employee

Spearheading a region with a primary focus on orchestrating the comprehensive transformation of an under-performing sector into a robust revenue-generating entity. My strategic objectives focused of the enhancement of customer experiences, optimising cash flow, and the formulation of a forward-looking operational process that drove sustained growth. The region later claimed the Top Performing Region for the fiscal year 19/20.Key achievements:1. Plan & Project Manage Sales and Margin Improvement Initiatives Leading five cross-functional teams within the organisation and leveraging Agile principles to propel project delivery, I delivered a positive impact on sales growth across the region of +11.7% LFL and +6.9% to target. Key initiatives within the strategy:• Development of a bespoke merchandising strategy aimed at bolstering product availability and driving sales.• Introduction of an new pricing framework designed to amplify sales volumes and elevate ATV.• Overhaul of the regional VM program to align with industry-leading luxury brands.2. Design & Implement a Global Training Program A two-day advanced sales training program emphasising detailed product knowledge and refined sales techniques. The impact was immediate, evidenced by across-the-board enhancements in KPIs, including increases in ATV by +7.9%, UPT by +7.5%. This success prompted an expansion of the program's implementation across global markets, including Prague, Dubai, Singapore, South Africa, India, and the Philippines.3. Plan & Project Manage Experiential Retail Events Leading the collaboration of four departments to ensure the successful planning and execution of events that drove footfall and fostered sales growth. The outcomes included an increase in footfall of +3.5% and a corresponding improvement in conversion rates by +4.1%.The events also facilitated strategic collaborations with local brands, adding value both to our clientele and our corporate partners.

The objectives at Hackett were to improve the overall customer experience, KPI performance, operational efficiency, and brand awareness. This was achieved through leading and implementing several different improvement projects which helped drive a record year of revenue income. Key achievements include:• Implemented and conducted regular reviews of business improvement plans, providing feedback and recommendations that led to the business exceeding its yearly target by +£1.2mil (+16% vs LFL)• Utilising the 5 Lean principles, we are able to identify operational inefficiencies, mapped out the value stream and created a flow that had a direct impact on sales. Following implementation, sales grew by +21.8% vs LFL in the first quarter and with our continued pursuit of improvement the growth trend continued throughout the year.• Establish, communicate, and drive department plans and objectives while managing the workflow of the teams in order to achieve monthly targets and lead times.• Designed, led, and project managed a companywide product and sales training program that had a positive impact on staff motivation, retention, and improved sales performance.