Assistant Manager - Mulberry - Heathrow Terminal 1 & 4
(2011-03 - 2016-10)
- Supporting the brand and Line Manager in achieving goals and objectives.
- Support the managing of sales, operations, asset protection and human resources functions of the boutique to assure a great customer experience and optimum profitability.
- Motivate and inspire the team to develop productivity.
- Visual Merchandising – daily inspection of floor aesthetics in line with the brand guidelines.
- Clientelling/CRM
- Monitor sales KPI
- Recruitment for possible talents
- Developing the team through training aids
- Working closely with Merchandising, Marketing and outside partners to ensure smooth business operations.
Boutique Manager - Jo Malone London (Estee Lauder Companies) - London Heathrow (Various Terminals)
(2016-10 - 2022-06)
- Leading, coaching and developing the team to achieve sales, customer satisfaction and operational targets.
- Establishing and maintaining work schedules according to business needs.
- Roll out and elevate in-store events and trainings.
- Communicating sales budgets and implementing a strategic plan to ensure the teams success.
- Ensuring the team is aligned with the boutique and brand vision.
- Creating a strong relationship with business partners for a smooth, efficient and productive collaboration.
- Recruitment
- Monitor sales KPI
- Leading and implementing compliance and audits.
- Stock management – working closely with various departments in the business to ensure the boutique is equipped with all the tools available to help us meet our goal.
Team Manager - Bvlgari - London Heathrow Terminal 5
(2022-06 - 2022-12)
- Promote business goals and brand image within the terminal.
- Ensure optimal operational and merchandising standards and motivate the sales team.
- Lead the crafting and implementation of strategies to attain sales target.
- Heavy focus on CRM through COSMOS digital data collection platform.
- Establishing and maintaining work schedules according to business needs.
- Staying updated with industry trends and the competition.
Heathrow Manager - Creed - London Heathrow Terminal 5, 4 & 3
(2023-01 - 2024-03)
- Responsible for the running of business operations and teams of all Heathrow doors.
- Hiring candidates suitable for the business.
- Create a luxurious customer experience which exceeds customary standards and service levels, making sure that the customer service experience is being constantly delivered.
- Lead, coach and inspire the team to ensure they embrace their roles with the same level of dedication, commitment and passion to provide high levels of service to our customers to required standards using the tools provided to facilitate them.
- Liaise with the Education Executive to ensure all the team participate in the relevant training courses to provide consistent customer service aligned to global guidelines.
- Achieve sales KPI targets across the terminals set by the company, sharing with the teams in a motivational and achievable manner.
- Communicate a clear brand experience and liaise with all support functions within the business.
- Strategic year planning
- Review performance data that included financial, sales and activity reports and spreadsheets to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
- Perform monthly one to ones to ensure the team are aware of their KPI'S so they deliver consistent excellence.
- Organise and pre-empt stock management and non-consumables across the business to ensure the full Creed experience is being delivered from scent to packaging.
- Work closely with Avolta (World Duty Free) for effective airport operations.
- Weekly and monthly business analysis of each terminal including promotional sites.
Team Manager - Burberry - London Heathrow Terminal 2
(2024-04)
- Monitor KPI targets (conversion, UPT, AUR, ATV and CRM)
- Ensure the team have full awareness of the business by weekly/month and quarterly one to ones.
- Adhere to store operations and merchandising standards and cascade to the team.
- Stock management
- Client engagement for bounce backs and event invitations to earn more elite clients.
