Luce Bentley

Experience

• 

  WHSmith Retail

  Sept 2000 - Nov 2010

  Store Manager

  Responsible for leading and managing flagship store and several smaller stores, with full accountability for P&L and KPI performance.Highlights from my role include:• Direct Senior Store Manager of the largest store in the company, performing 14,000 transactions per week and maintaining performance within the top 10 national table• Cluster managed 7 other stores in the surrounding area, managing 55 staff members, completing store visits, manager training and analysis of store figures• Delivered the new store opening of ‘store within store’ through vigorous communication and dedicated time management• Maintenance of strong relationships with buyers, store executives and external stakeholders• Lead for regional projects, including successful delivery to drive improvement to operational and customer service standards • Managed direct community links with schools to support learning and development Show less

• 

  WHSmith

  Mar 2014 - Aug 2021

  Leading operational change in the High Street retail business- partnering with colleagues cross functionally and external stakeholders to develop and implement new business initiatives. Highlights from my role include:• Define and measure relevant strategy success metrics, identifying possible risks and devising remedial action • Oversee project implementation, including the roll-out of the ‘M&S stores within a store’ initiative• Creating and embedding new ways of working for the retail teams- providing support to colleagues during delivery• Mentor and coach Retail leaders to ensure they are supported to act as change sponsors during the transition period• Collaborating with Field teams, Directors and external franchises to drive a culture of continuous improvement • Setting the direction, tone and culture for operational excellence, leading by example to instil best practice • Working effectively cross-functionally to establish strong networks and to deliver on collective goals and objectives• Liaise with the Functional teams to devise change strategies which are sustainable and will provide lasting benefits• Utilise Microsoft Excel and other software to efficiently manage projects, assign roles and to track progress• Diligently produce and deliver regular reports to the senior leadership team, including MD, on strategy delivery Show less Responsible for the day-to-day functioning and driving of performance of 40 stores within the M4/M25 region. Growing both internal and external talent, demonstrating strong leadership behaviours to drive empowerment within the team.Highlights from my role include:• Controlled staff costs at £1.8 million P/A, 98.9% forecast accuracy • Reported YOY sales increase of over 10% for 2019-2020, the best national performance • Line Manager for 40 direct reports, including 21 post office Operations Managers.• Recorded a regional Post Office commission of £2 million across M4/M25.• Oversaw the training, development and upskilling of Store Managers and Post Office Operations Managers• Operations lead in all stages of the redundancy consultation process for the M4/M25 region • Delivered a turnover of £40 million in the M4/M25 region, the highest figure in the Southern regions • Successfully achieved YOY improvement in store sales across the M4/M25 region • Successfully delivered and integrated the Post Office franchise model into stores across the M4/M25 region Show less Portfolio included 33 stores across Greater London, including hospitals, rail stations, workplaces and airports Highlights from my role include:• Accountable for the area Profit & Loss Account, with responsibility for achieving agreed financial objectives• Project managed the installation and promotion of the new ‘Coffee on the Go’ units within all Greater London stores• Led, motivated and developed 33 Store Managers and their teams- coordinating strategic succession planning• Supported Store Managers and HR in the recruitment, interviewing and onboarding of new team members • Set challenging sales targets for stores, including analysing data and delivering performance feedback to colleagues• Performed café and food due diligence checks to ensure quality control and consistency in standards across stores• Fostered strong relationships with key partners, including landlords, senior management and government bodies• Worked with Store Managers to devise and deliver initiatives to drive improvements in customer service Show less Responsible for the management of all store projects, with control over stages from the initial scoping to delivery Highlights from my role include:• Conducted the scoping process, including creation of project initiation documents and cost/benefit analysis• Produced detailed project delivery plans: setting out the deadlines implementation and assigning responsibilities • Drew- up extensive budgets, establishing a robust framework for monitoring costs and managing expenditure• Organised and facilitated project steering committees and operational groups, including up to Director level• Utilised project management software to carefully track the costs and progress of activities against the project plan• Liaised with the relevant stakeholder to resolve any arising matters and ensure delivery deadlines were met• Provided managerial support to back-office staff to ensure the smooth running of the project delivery Show less Led in the delivery of key operational projects and strategic objectives as part of wider commercial development initiatives. Highlights from my role include:• Delivered a new business opportunity of franchise model coffee units into stores to maximise customer experience• Responsible for the project management of the construction and installation of coffee units across selected stores• Coordinated the strategic planning of recruitment, staff training and day-to-day running of stores at implementation• Collaborated cross-functionally to draw up sales forecasts and promotional activity proposals for the new products• Accountable for the franchise Profit & Loss Account, including regular monitoring and reporting of results • Performed weekly visits to coffee units to coach and inspire new teams, offer support and drive performance • Acted as relationship manager with the franchise brand, working closely to deliver on collective objectives Show less

  • Head of Retail delivery & M&S Franchise High St

    Oct 2020 - Aug 2021

  • Regional Business Manager

    May 2018 - Nov 2020

  • Area Manager

    Mar 2016 - Nov 2018

  • Project Manager

    Oct 2015 - Nov 2016

  • Store Operations Manager

    Mar 2014 - Oct 2015
• 

  Marks and Spencer

  Sept 2021 - Aug 2024

  Supporting the overall delivery of the food strategy in a very fast paced & sometimes challenging environment.The lead role in the owning the partner relationship. Supporting, coaching and challenging our partners to deliver brand standards. Supporting & representing the store voice into the wider franchise support centre team. Work collaboratively with the field team and support centre while influencing more effective and efficient processes/ ways of working. Analysing data to make the best commercial decisions for both the customer & the partner. Show less

  • Local Convenience Lead Operations Manager

    Oct 2023 - Aug 2024

  • Lead UK Franchise Manager

    Sept 2021 - Nov 2023
• 

  London Retail Brands

  Aug 2024 - now

  Head of Retail Operations

  Franchise partnership with Marks & Spencer.