After over 25 years in retail customer service I made a huge career change and ​Nessie's Kitchen was born.Located just outside Canterbury and we specialise in delicious fresh cakes, baked to order, we design and make speciality cakes using high quality ingredients.Our philosophy is not only should the cake look amazing but it should taste amazing too.Specialising in Gluten-free, Vegan and dairy free produce.Whether you know what you want, or need inspiration, we will work with you to make sure you and your guests are delighted.Supplying local businesses, private celebration cakes, macarons, treats.

Currently managing a number of businesses brand management strategies.Create a lasting impression among customers by improving sales and market share.Aligning customer experience to the brand.Working closely with business leaders and directors to communicate their visonResearching and analysing market trendsIdentifying target markets and how best to reach them.Developing marketing strategies and presenting them to my clients then successfully implementing them.Planning campaigns and managing budgetsOrganising the production of posters and brochuresDesigning social media strategiesAttending trade shows and conferencesEnsuring that campaigns run to deadline and are on budgetMonitoring and reporting on the effectiveness of strategies and campaigns

Responsible for the daily running of the store.Team leadership through coaching, follow up and communication.Perform the role of Store Duty Manager on a regular basis.Planned and successfully implemented a customer experience insight project at regional level. This was a review of all stores across the region and producing a constructive insight report for each store manager.Delivering, leading and coaching my team to deliver exceptional customer serviceMonitoring sales, targets, customer service standards, store standards, stock availability, warehouse operations and promotional changes.Monthly meetings with my Regional Manager to go through the monthly review and set the upcoming months focus. Regular meetings with my section managers on their section performance.Coaching, supporting my team and celebrating successes.Recruitment/vacancies/interviews/selection/induction.Timecard inputAttend and contribute to weekly and daily managers meetings.Holiday’s Allocation

Greatly improved customer service metrics and feedback.Building high performance teams to achieve greater standards and productivity. Contributed to the Group e-commerce business plan and set up the internal social media community page. Working as the lead for e-commerce marketing across the Group.Appointed as troubleshooter to help other branches improve customer service levels, stock availability, efficiency and operating processes. Developed action plans and worked with the branch management teams to successfully implement the changes identified and realise the operational benefits.Developed and presented a marketing plan to increase sales and offer improved convenience and service to customers. Implemented key elements of the plan including market research, online questionnaires, stakeholder engagement and presentations.Responsible for the daily running of a large customer service sectionTeam leadership through coaching, follow up and communication.Perform the role of Branch Duty Manager and Floor Manager on a regular basis.Planned, recruited and successfully implemented an operation for an e-commerce project resulting in being the top branch for service, cost control and efficiency.Working at Group Level on e-commerce business plan and responsible for the e-commerce marketing plan across the Group.My day-to-day responsibilities included: Delivering, leading and coaching my team to deliver exceptional customer serviceMonitoring sales and wastageAnnual review's/Personal development plans Monthly meetings with my Business Development Manager to go through the monthly review and set the upcoming months focus. Regular meetings with my Department Manager on the section performance.Coaching, supporting my team and celebrating successes.Recruitment/vacancies/interviews/selection/induction.Timecard inputAttend and contribute to weekly and daily managers meetings.Holiday’s Allocation