London, England, United Kingdom
Project Director | Client Experience & Operations Leader | Team Development | Delivering High-Impact Events & People-Focused Environments
• Lead end-to-end delivery of complex, high-value events and projects • Manage senior client relationships, ensuring exceptional service and experience • Oversee cross-functional teams, driving collaboration and high performance • Handle high-pressure environments, resolving challenges quickly and effectively • Deliver large-scale programmes with significant budgets and strategic impact • Foster positive team cultures, supporting development and wellbeing
Comprehensive diary management. Co-ordinating large cross functional meetings. Time management. Prioritising and managing complex diary arrangements. Pro-actively arrange internal and external travel arrangements. Subject matter expert in local policy and procedures, ensuring activities are carried out compliantly. Support/lead on projects. Working in learning and development team on secondment in addition to administrative responsibilities.
• Overall responsibility for guest/shopper experience in a retail centre comprising 230 stores o General appearance & cleanliness, navigation, maintenance of facilities, Wi-Fi, utilities, disabled facilities, etc • Managing a team of 12-16 FTE direct reports in a 360-management capacity o Training, mentoring and upskilling the team, resulting in an achievement of 100% in their own mystery shopper results o General HR – search selection, interviewing, annual leave allocation, time management o Target monitoring , performance appraisal reviews • Guest/Shopper Experience Development o 2019 Gold Customer Centric Culture Award winner in Amsterdam, increasing CSI from 56% to 76% o Introduced hidden disability awareness training – improved comfort facilities in bathrooms, enabling touch sensors and audio to support hearing and sight impaired shoppers o Introduced, implemented and embedded a click & collect service – developed this into a fully automated, functional service with up to 400 deliveries month o Pioneered the implementation of an internal Culture Shift Programme o Appointed Service Ambassadors to embed the culture shift, engage with teams and hold pulse check-in sessions • Operational Management o Ensured online/website marketing, promotions and offers were always correct and updated o All customer/shopper queries and complaints investigated, root causes identified, and resolutions implemented o Extensive collaboration with Westfield, Bluewater and Trafford shopping centres o Sharing best practice, introducing new initiatives and services to Centre MK to ensure Centre MK was considered a Top 10 UK Super Centre • Budget Management o Managed department payroll budget, ensuring appropriate headcount in place for seasonal peaks o Sourced and appointed a new maintenance contract, generating substantive cost savings and continually monitoring the service level agreement (SLA) o Improved the mobility scooters
• Managed a team of 6 FTE direct reports within a prestigious UK leading luxury shoe store and accessory retailer • services skills, reforming the team, managing conflict and generating a culture shift in performance • Full P&L management, budget and expense monitoring, reviewing staffing expenses etc • Responsible for stock ordering, stock levels, inventory control and variance investigation • Ensured optimised visual merchandising and window dressing in order to increase sales, supporting customers with product, price and size queries
• Ensuring a visual, hands on approach to engaging with customers, providing advice and sharing product knowledge on the salon floor (hair & beauty) • Investigating and resolving customer complaints, training staff in order to improve customer relationships