Experience

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  Waterstones

  Oct 1996 - Feb 2005

  Day to day running of a busy retail bookshop with up to 35 members of staff and an annual turnover in excess of £3m. Responsible for successful and consistent delivery of sales targets and other KPIs. Also, recruitment and people development, consistency of customer service and merchandising standards, in-store communication, communication with external organisations (both local and industry), event organisation, buying and stock management, cost and margin control, planning and reporting for senior managers, research and analysis of sales and customer trends, identifying local business opportunities, commercial decision making, Health and Safety and implementation of all other company policies and processes. Show less

  • Branch Manager

    Jan 2000 - Feb 2005

  • Book Seller

    Oct 1996 - Dec 1999
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  South west trains

  Mar 2005 - Dec 2009

  Leading the Customer Information and Security team based at the Wessex Integrated Control Centre (Waterloo) and responsible for all information provision to customers travelling on South West Trains. Also responsible for development and implementation of company-wide strategies to improve the quality and timeliness of information provided and champion customer experience through real-time intervention. Led the company’s interactions with stakeholders relating to information and customer experience and responsible for the company’s customer-facing information and security infrastructure. Show less

  • Customer Information Manager

    Jan 2008 - Dec 2009

  • Customer Liaison Manager

    Mar 2005 - Dec 2008
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  National trust

  Jan 2010 - now

  Leading a team of internal consultants with conservation and project specialisms to support and advise National Trust properties across London and South East region. Providing retail advice and support across the Thames and Solent region. Ensuring that agreed national standards, policies, practices and legislative requirements were consistently implemented and assisting properties to identify opportunities to maximise performance and profitability.

  • Consultancy Manager

    Jan 2011 - now

  • Retail Operations Manager

    Jan 2010 - Dec 2010