Aaron Chetwyn

Experience

• 

  Argos

  Jan 2010 - Oct 2016

  Accountable for ensuring effective business processes while helping drive coordinated execution across business units, facilitating alignment across common goals, and assisting in pushing forward long-term strategic issues.▪ Progressing through Single site, Multi-site & Cluster Leader (10 stores) responsibilities during this time▪ Drove Customer Culture continuously through colleague observations and performance management▪ Drove Sales through colleague engagement, influencing Retail Park Managers and Operational Managers regarding trading times and engagement of stock levels within centre▪ Accountable for Profit & Loss account of Stores, delivering tight cost controls including payroll and operating costs▪ Developed Talent Pool of colleagues for Area Succession▪ Deputised for Regional Manager during Holidays, leading Region of 30-40 stores, grossing circa £2.5m sales per week, ensuring delivery of 16 main KPI’s▪ Devised + implemented best practice operational routines to be shared with regionKey Achievements:▪ Led the opening of the new Flagship Digital Store in 2015 (annual Sales of £10m & budget of £1.5m) and influenced future store formats. Recruited new Management team, relocated a team of 40 existing colleagues, recruited up to a team of 120, and trained them in our new "digital" environment▪ Developed 150+ Managers across the Regions, devised best practice operational routines, and established Store of Excellence to use as Regional Training Store for all roles▪ Implemented Fast Track Delivery operation into the store; growing team by 100 colleagues to accommodate, running a 9 van delivery fleet 7 days a week, grossing £4m Sales annually▪ Served as Retail Diversity & Corporate Responsibility Lead, working directly for the Stores Director & Head of Retail HR. Awarded Corporate Responsibility colleague of the year for outstanding contribution▪ Established the Age, Carer’s & Disability Network; directed National Inclusion Week campaign across Argos Show less Responsible for identifying business needs and overseeing delivery of services within the Contact Centre; established processes to provide consistently high levels of customer service in cost-effective manner.▪ Oversaw end-to-end services, and development of, for Argos Customer Services (Web, Telephony, Email, Live Chat, Social Media)▪ Conducted external research on Contact Centre industry and technology to help inform both tactical and strategic direction of Contact Centre in terms of Service offering, internal and external Facing Technology, and Advisor Training▪ Worked in conjunction with multiple Argos functions to deliver initiatives including; Store Ops, Digital, Customer Experience, CMI and Marketing▪ Reviewed and analysed Contact Centre performance to identify areas where improvement was required▪ Liaised with Brand to gather full requirements of initiatives that were landing, which either required Contact Centre support, in terms of handling customer contacts, and/or awareness activity for our advisors▪ Led + managed + developed team of 3 Service Delivery Coordinators who supported and drove Contact Centre initiatives▪ Participated as part of large and small project teams to deliver initiatives that improved customer service experience and reduced cost where applicable, with project budgets ranging up to £1mKey Achievements:▪ Formed and led a Project Team to scope, develop and implement a Customer and Colleague facing Speech Recognition IVR, realising cost & accuracy benefit of £750k p/a▪ Scoped, tendered and implemented business’s first-ever Social Media Contact Management Software, including recruitment and training of Social Media Advisor Team▪ Headed the internal and external research for 3 groundbreaking Contact Centre Product Initiatives; Unified Desktop, Knowledge Base & Voice of the Customer▪ Led the 8 person-strong Customer Insight & Call Analytic Team, which provided business wide insight regarding all Customer Contact Show less Accountable for ensuring effective business processes while helping drive coordinated execution across business units, facilitating alignment across common goals, and assisting in pushing forward long-term strategic issues.▪ Progressing through Single site, Multi-site (2 stores) & Cluster Leader (8-10 stores) responsibilities during this time▪ Drove Customer Culture continuously through colleague observations and performance management▪ Drove Sales vs. Forecast through colleague engagement, influencing Retail Park Managers and Operational Managers regarding trading times and engagement of stock levels within centre▪ Supported Regional Manager and Region, as Cluster Leader▪ Lead role for engaging and developing Deputy Managers across the Region (circa 70 Managers) through effective monthly business meetings and facility of group coaching▪ Accountable for Profit & Loss account of Store(s), delivering tight cost controls including payroll and operating costs▪ Developed Talent Pool of colleagues for Area Succession▪ Deputised for Regional Manager during Holidays, leading Region of 30 stores, grossing circa £2.5m sales per week, ensuring delivery of 16 main KPI’s▪ Delivered Store of Excellence on North Midlands Region to enable use as Regional Training Store for all roles▪ Devised + implemented best practice operational routines to be shared with region▪ Oversaw management of 4 departments through fierce leading and direction of 4 managers, setting and reviewing goals▪ Recruited + trained + unlocked performance of circa 40 colleagues Show less Accountable for ensuring effective business processes while helping drive coordinated execution across business units, facilitating alignment across common goals, and assisting in pushing forward long-term strategic issues.▪ Progressing through Single site, Multi-site (2 stores) & Cluster Leader (8-10 stores) responsibilities during this time▪ Drove Customer Culture continuously through colleague observations and performance management▪ Drove Sales vs. Forecast through colleague engagement, influencing Retail Park Managers and Operational Managers regarding trading times and engagement of stock levels within centre▪ Supported Regional Manager and Region, as Cluster Leader▪ Lead role for engaging and developing Deputy Managers across the Region (circa 70 Managers) through effective monthly business meetings and facility of group coaching▪ Accountable for Profit & Loss account of Store(s), delivering tight cost controls including payroll and operating costs▪ Developed Talent Pool of colleagues for Area Succession▪ Deputised for Regional Manager during Holidays, leading Region of 30 stores, grossing circa £2.5m sales per week, ensuring delivery of 16 main KPI’s▪ Delivered Store of Excellence on West Midlands Region to enable use as Regional Training Store for all roles▪ Devised + implemented best practice operational routines to be shared with region▪ Oversaw management of 2 departments through fierce leading and direction of 2 managers, setting and reviewing goals▪ Recruited + trained + unlocked performance of circa 20 colleagues Show less

  • Diversity Retail Lead

    Jun 2016 - Oct 2016

  • General Manager

    Dec 2014 - Jun 2016

  • Service Delivery Manager

    Aug 2013 - Dec 2014

  • Store Manager

    Jun 2011 - Aug 2013

  • Store Manager

    Nov 2010 - Jun 2011

  • Admin Support Coordinator

    Jan 2010 - Nov 2010
• 

  Sainsbury's

  Oct 2016 - Apr 2020

  In my current role, I orchestrate the entire in-store customer experience, ensuring consistency across all Digital Stores.I’ve successfully redefined our organizational structure; driving operational enhancement, maximizing sales performance, and improving overall efficiency. Meticulously preparing each store for capital investment (overall annual budget of £5m), achieving maximum benefits from store relocations as well as new and refurbished stores. Provide initial training and on-going performance reviews to managers and colleagues for over 400 digital stores across the United Kingdom.Execution and management of £500k Rev-Ex budget for Stores “Small Works” Investment activity.Key Achievements:▪ So far, I’ve led management and colleague readiness, driving an average performance increase of +3% annual Sales, +1.5% Sales Conversion, +8% Customer Satisfaction scores and 5% reduction is stores controllable costs▪ I created the Investment Operations Specialist role, developing the business case, role strategy, and supporting tools & output documents – recruited, trained and developed 6 colleagues to fulfil the role▪ I developed and launched an operational change programme to address key outcomes of customer experience, colleague feedback, and operating processes whilst increasing sales achievement within all digital formats Show less ▪ Scoped, planned, delivered programme of operational change to address key outcomes of customer experience, and operating process whilst maximising sales potential within all digital formats, new and existing▪ Influenced stakeholders across business with vision, strategy, and approach to drive and deliver customer focused operational design or change▪ Provided real-time support as operational business partner for all format investment programmes, including Relocations, New Space, Digital Conversions, Supermarket Collection Points and Supermarket Integrated Non-Food▪ Established innovative solutions related to development of store operating model and new store formats▪ Influenced customer experience development in store, consistent with experience across all channels▪ Engaged + liaised to ensure all field and store teams understood and are brought into change rationale▪ Ran the National Training Team to deliver the technical system testing and operational training of store teams, critical to a successful Store launch▪ Provided key interface with IS to ensure software developments were delivered, and customer experience and/or store operation were mitigated▪ Developed + implemented continuous improvement programme within various digital store formats, culminating in consistent enhancements with financial performance and in-store customer experience▪ Designed Stores Operating Model required to deliver Format Investment ProgrammeKey Achievements:▪ As the Brand Lead within a Cross-Business project team, developed the plan and landed the successful integration of Tu.co.uk Click & Collect clothing operation from Sainsbury’s into Argos stores. Achieving annual inter-brand labour saving of circa £100m and cross-brand sales growth of £20m▪ Led the Operational Project Team to deliver the first 10 Supermarket stores to integrate Argos product browsing & ordering within General Merchandise footprint, achieving sales growth of £1m across trial stores Show less

  • Investment Operations Manager

    Mar 2018 - Apr 2020

  • Format & Operations Development Manager

    Oct 2016 - Feb 2018
• 

  Lidl GB

  May 2020 - Aug 2020

  Store Manager
• 

  Hermes

  Sept 2020 - Oct 2020

  Delivery Manager
• 

  Insight6

  Dec 2020 - now

  Customer Experience Director

  insight6 is the UK's leading Customer Experience transformation partner. Our purpose, through partnering with you, and others like you, is to raise the standard of what it means to "Serve our Customers" across the community. Increased Sales, Profits and accomplishment of your Business goals will be the natural outcome of the work we do together.Through our proven icx6 Transformation model, we'll help you to;1. Listen to your Customers and/or Employees2. Analyse what your Customers/Employees are telling you3. Review and take appropriate ActionWHY do this;1. You want to KEEP more of your current Customers?2. You want to ACQUIRE more new Customers?3. You want to BOOST your Local presence, awareness & trust?HOW we achieve success with you;1. instantinsight - Customer & Employee Feedback https://www.insight6.com/instant-insight/2. Customer Experience (CX) Reviews - you & your competitors3. Customer Journey Mapping - put your "Customer Shoes" on & remove the bottlenecks4. Training & Development - get & stay ahead of the pack5. Focus & Listening Groups - deep dive into your Customers & your Employees thoughts & feelings6. Mentoring & Coaching - see things differently & unlock your potentialWe can help you if;- You're losing Customers and aren't sure why- You want to find a way to systematically listen to your Customers and understand how they feel about the service you provide them- You feel that your Team would benefit from training in Customer Experience, but aren't sure exactly what this needs to look like- You're not getting anywhere near enough positive Customer Recommendations & Reviews as you think you should- You want to pinpoint those members of your Team that really excel for your Customers, and understand how they do so time & time againOver 1200 Businesses across the UK are already experiencing the dramatic positive affect that a tailored insight6 relationship has on their Customers, their People and their overall Business Success. Show less

• 

  Federation of Small Businesses (FSB)

  Jan 2021 - now

  Member
• 

  Profici

  Mar 2021 - Nov 2022

  Customer Experience Specialist

  Support Business Growth through Customer Experience optimisation1. Customer Feedback & Reviews2. Customer Experience Mystery Visits3. Customer Experience Training4. Coaching & Mentoring5. Focus & Listening Groups6. Customer Journey Mapping

• 

  BNI Merseyside

  Apr 2021 - Sept 2022

  Member & Vice President

  BNI: Power

• 

  Professional Liverpool

  Apr 2021 - now

  Member
• 

  Real5 Networking

  Apr 2021 - Sept 2022

  Member

  real5 Networking; Warrington Central

• 

  St Helens Chamber

  May 2021 - Sept 2022

  Member
• 

  Gastronomy Foods UK Limited

  Nov 2021 - now

  Leading multiple Teams spanning;- Change Programme of Works- Internal Communications- Facilities (Maintenance & IT)- Asset Protection & Shrinkage- Health & Safety- Risk & Compliance

  • Head of Central Support

    Dec 2022 - now

  • Restaurant Excellence Leader

    Mar 2022 - Nov 2023

  • Area Coach

    Nov 2021 - Feb 2022
• 

  KFC UK & Ireland

  Nov 2021 - now

  Leading multiple Teams spanning;- Change Programme of Works- Internal Communications- Facilities (Maintenance & IT)- Asset Protection & Shrinkage- Health & Safety- Risk & Compliance

  • Head of Central Support

    Dec 2022 - now

  • Restaurant Excellence Leader

    Mar 2022 - Nov 2023

  • Area Coach

    Nov 2021 - Feb 2022