Area Manager - Entain – Ladbrokes/Coral - South Lincolnshire and Cambridgeshire
(2022-07)
Operational leader responsible for 24 shops and 140 colleagues across South Lincolnshire and Cambridgeshire, delivering financial performance, industry‑leading compliance, and colleague engagement.
- Developed an open, supportive culture through in‑person, written, and video communication.
- Coached and promoted 7 colleagues into management roles.
- Achieved 15% YoY improvement in colleague engagement through structured feedback analysis and action planning.
- Embedded multiple new compliance systems, processes, and customer protection initiatives.
- Trained teams to identify and act on safer gambling concerns through observation and customer interaction.
- Conducted reviews and interventions, including customer suspensions where required.
- Ensured customers received maximum value across platforms, products, and sports through informed colleague guidance.
- Managed EBITDA and labour cost performance while balancing commercial delivery with social responsibility.
- Regional representative on the National Forum, gathering insights from 17 peers and influencing national initiatives.
- Provided weekly commercial feedback to central teams.
- Delivered regional meetings and coaching sessions.
General Manager – Haggerston Castle Holiday Park - Bourne Leisure – Haven
(2021-02 - 2022-07)
Led a multi‑million‑pound holiday park spanning 200 acres, 9 lakes, 1100+ accommodation bases, 2 pools, 5 bars, 7 food outlets, and multiple leisure and retail operations. Recruited up to 200 seasonal colleagues annually.
- Accountable for 300 colleagues including management teams.
- Promoted 15+ colleagues across all levels in one year.
- Created an inclusive, communicative culture with strong visibility and recognition.
- Led a structural review affecting over 50% of permanent staff.
- Delivered exceptional first impressions through service, presentation, and COVID‑safe cleaning standards.
- Maintained high maintenance standards across accommodation, leisure, F&B, and retail.
- Used customer metrics to drive continuous improvement.
- Ensured safety for up to 7,500 guests and owners at peak.
- Managed complex H&S operations including machinery, infrastructure, lakes, pest control, legionella, norovirus, and COVID protocols.
- Achieved strong food safety performance across 12 outlets.
- Led the Storm Arwen recovery, managing £2.5m+ in damage and repairs.
- Delivered record EBITDA in 2021, despite delayed opening and restricted facilities.
- Balanced holiday sales vs. holiday home sales to maximise return.
- Delivered £7.5m EBITDA, £300k above budget, with £15m+ labour and operational cost accountability.
- Conducted strategic cost‑saving and investment reviews.
General Manager – Berwick Holiday Park - Bourne Leisure – Haven
(2017-12 - 2020-02)
- Built strong foundations in year one, creating a unified team culture.
- Delivered top‑5 guest metrics and exceptional balanced scorecard performance in 2019.
- Achieved £4.2m EBITDA vs £3.7m budget, the highest % and total beat in the company.
- Negotiated a complex land purchase enabling a 25% park expansion.
General Manager Designate – Caister & Various Parks - Bourne Leisure – Haven
(2017-07 - 2017-12)
Supported operations across five diverse parks, providing leadership stability and operational continuity.
Head of Operations – Telecoms - Sainsbury's
(2015-11 - 2017-07)
Led a multi‑million‑pound telecoms business across 38 Phoneshops and 350 stores, defining strategy, delivering initiatives, and ensuring data integrity.
- Reduced fraudulent activity by 80%, achieving industry‑leading clawback.
- Delivered £8m BU sales (+9.3%), £3m Phoneshop sales (+14%), and +7.7% profit to budget.
- Achieved 100% Net Promoter Score from EE.
- Launched Broadband, TV & Talk, EE upgrades, trade‑ins, and new propositions.
- Played a key role in the development and lifecycle of Mobile by Sainsbury's (500k customers).
Senior Retail Manager – Telecoms - Sainsbury's
(2014-01 - 2015-11)
- Delivered the Phoneshop growth strategy and rollout across 38 sites.
- Developed formats, operating models, and recruitment campaigns.
- Supported the promotion of 40+ colleagues across three management levels.
Retail Support Manager – Non‑Foods - Sainsbury's
(2009-02 - 2014-01)
- Supported 400+ trading colleagues with solutions to operational challenges.
- Acted as retail stakeholder on major long‑term initiatives.
Retail Support Manager – Grocery Non‑Foods, H&B & GM - Sainsbury's
(2006-08 - 2009-02)
- Oversaw retail execution across 25 categories and £2bn turnover.
- Key contributor to resolving operational issues during the E‑UK closure.
- Retail stakeholder for major events including the £13m Toy Stunt and £30m January Sale.
Retail Operations Specialist – Core & Impulse Grocery - Sainsbury's
(2005-04 - 2006-08)
- Supported Business Unit Directors in delivering trading plans.
- Led PIRs and improved category review processes.
Retail Specialist – Beers, Wines & Spirits - Sainsbury's
(2003-04 - 2005-03)
- Supported trading teams across all retail operations.
- Delivered training programmes across the UK, France, and Spain.
Retail Implementation Manager (Secondment) - Sainsbury's
(2001-01 - 2003-04)
- Introduced the Off Licence Manager role into 120 stores.
- Designed recruitment, selection, and integration processes.
Department Manager & Store Roles - Sainsbury's
(1991-08 - 2001-01)
Held multiple operational and leadership roles across store environments.
