Robert Skelton

Experience

• 

  Tesco Stores Ltd

  Sept 1997 - Sept 2017

  Project management and operational role covering the scoping, implementation and ongoing management of the Compliance & Risk department that is integral to the Tesco Marketplace. As head of this team I have created a customer centric vision and built out the capability to ensure the customer experience contributes positively to our satisfaction ratings.Developing a dispute resolution process, chargeback controls, performance monitoring, takedown procedures and data security measures, I have been the major driver of the standards required from partners, driving forward changes to ensure customers have a great experience.Responsible for recruitment, coaching and development of an onshore and offshore team I take great pride in supporting individuals with their development allowing them to progress into bigger roles.I am widely seen throughout the business as an expert, with the ability to understand emerging issues and provide appropriate responses on potential customer, operational and brand risks. As part of the Leadership Team within the Tesco Marketplace I work cross-functionally with Technology, Product, Customer Services, Corporate Purchasing, Information Security and Legal as well as the associated identification and selection of suppliers. Key behaviours and skills demonstrated include a customer centric approach, strategic thinking and visioning, operational expertise, planning and organising, prioritisation, analysis and decision making, stakeholder management, managing and influencing change, coaching and support, communication.Key responsibilities:- Project planning and project management- Development and establishment of a new department- Creating a vision, strategy and supporting roadmap- Leading, implementing and supporting business change- Stakeholder management and influencing to senior levels- Supplier engagement and selection- Development, sign-off and launch of new polices- Recruitment and development of a team Show less Extensive project management role responsible for identifying and implementing new initiatives relating to customer data including data security (access, retention, usage), data quality (systems, processes, routines), financial controls (points refunds, fraud) and policies (terms and conditions, internal processes).Created the strategic vision for future system developments, with accountability for identifying and defining the business requirements, securing sign-off and working cross-functionally with teams including Technology, Online, Information Security, Retail, Legal and Marketing to successfully deliver a number of varied and complex projects concurrently.Key responsibilities:- Project planning and project management- Identifying and defining business requirements- Development, sign-off and launch of new polices- Implementation and embedding of new processes- Stakeholder management, influencing and managing change- User testing, business sign-off and implementation Show less Multi-country project management role responsible for implementing business change processes to support the implementation of a new management information system concurrently across China, Thailand, South Korea, Malaysia and Japan.Building relationships with local Commercial and Finance Teams to successfully launch the required business process changes, the role required extensive stakeholder management and influencing to board level as well as working closely with Technology Teams across each country, the UK and India to ensure the business requirements were met throughout the project.Successfully led each business team through their individual testing plan, alongside the development and delivery of a comprehensive training initiative that ensured all new routines were sustainably embedded.Key responsibilities:- Project planning and project management- Identifying and defining business requirements- Stakeholder management and influencing to board level- Implementation and embedding of new processes- Managing change, facilitating user testing and acceptance- Development and delivery of training Show less Project management role responsible for implementing a new management information system to be used by UK Commercial Teams. Leading and creating the initial requirements documents, agreement was secured through extensive stakeholder management and the ability to influence change across multiple teams and to senior levels.Developed and managed project plans, leading a team spanning the UK and India to deliver requirements, providing a supporting framework for business testing, alongside the implementation and associated training.Key responsibilities:- Project planning and project management- Agreeing and documenting business requirements- Stakeholder management and influencing to senior levels- Monitoring testing and driving standards- Managing change, facilitating user testing and acceptance- Managing a budget and leading a multi-site team Show less Project role responsible for agreeing requirements with users, writing key documents including business requirements, systems design, job specifications and testing scripts for a new management information system to be implemented in South Korea.Defined and led the standards required for the user experience of the system, alongside the creation and delivery of training to local teams in South Korea, and latterly, Turkey and the Czech Republic.Key responsibilities:- Analysis and design- Defining and agreeing requirements- Development of key documents- Defining and agreeing standards- Development and delivery of training Show less Initially joining Tesco as part of the Industrial Placement Scheme whilst at university, receiving a comprehensive grounding in store operations focusing on management placements within fresh foods, personnel and customer service.Successfully achieved an ongoing role as a Checkout Section Manager both during and after my final year at university with responsibility for customer service and the development of 120 colleagues.Key responsibilities:- People management - Customer service and standards- Recruitment, coaching and development support - Scheduling, implementing change and meeting operational targets- Appraisals and disciplinary routines Show less

  • Marketplace Compliance & Risk Manager

    Sept 2011 - Sept 2017

  • Marketing Project Manager (Clubcard)

    Aug 2008 - Sept 2011

  • Business Implementation Manager (Asia)

    Apr 2007 - Aug 2008

  • Business Systems Analyst (Project Manager)

    Apr 2005 - Apr 2007

  • Business Analyst

    Feb 2004 - Apr 2005

  • IT Executive / Programme Engineer / Systems Engineer

    Sept 2000 - Feb 2004

  • Industrial Placement Trainee / Front End Section Manager

    Sept 1997 - Sept 2000
• 

  Eisai EMEA

  Feb 2018 - Dec 2019

  Compliance & Risk Manager
• 

  Ocado Retail Ltd

  Apr 2020 - now

  Code Compliance Officer