David Matson

As a highly accomplished and results-driven operational leader known for my ability to ignite transformative change and deliver exceptional outcomes, I possess a track record of driving innovation and efficiency across diverse environments, leveraging extensive experience to foster cross-functional collaboration and strategic execution. My collaborative approach has led to the successful orchestration of innovative strategies that optimise operations, enhance customer experiences, and drive revenue growth. My ability to navigate complex challenges and rapidly execute new initiatives is evident in the successful launch of new consumer brands and innovative service offerings. I have a keen understanding of system integration, change management, and stakeholder engagement, all of which contribute to my ability to drive lasting impact. My versatile skill set, which encompasses strategic leadership, process optimisation, and multi-faceted problem-solving, positions me as a valuable asset in any dynamic work environment

Head of Customer & Retail Operations, Harrods Ltd Mar 2021 – Mar 2023

• Led and orchestrated Harrods' Central retail operations, customer service, and transaction support divisions, spearheading the development and execution of innovative strategies aimed at enhancing efficiency and efficacy across all Harrods brands. 
• Directed a workforce of 8000 employees, contributing to a remarkable £2 billion in sales. Collaborated directly with the Chief Retail Officer, Chief Information Officer, and Chief Customer & Strategy Officer to drive pivotal business transformation initiatives.
• Pioneered a comprehensive strategic overhaul of Customer Service Operations encompassing People, Process, and Technology. This transformative effort led to a strategic restructure of our prevailing model, resulting in a streamlined organisation. 
• Achieved substantial reductions in managerial headcount while concurrently instituting comprehensive training, continuous improvement functions, and successfully onboarding an external outsourcing partner. Notably, this initiative led to a notable 2-day reduction in Average Resolution Time and a remarkable 35% improvement in colleague attrition.
• Spearheaded in-depth LEAN evaluations across diverse functional domains, including Transaction Support, Alterations, and Distribution. These meticulous reviews yielded impressive cost savings amounting to approximately £2 million. Furthermore, LEAN methodologies were effectively integrated into the relevant operations, embedding a culture of continuous improvement.
• Pioneered the integration of the SAP Service Cloud case management system into the fabric of Customer Service, Alterations, and Aftercare units. 
• Seamlessly synchronised with our CRM database, this integration provided unprecedented insights into customer interactions within our service divisions, thus augmenting our ability to deliver tailored and exceptional service.
• Instituted a robust Business Process Management function aimed at standardising processes across the Retail sector. This transformative initiative significantly bolstered consistency and enabled retail teams to devote more time to catering to customer needs. 
• Catalysed the introduction of dynamic delivery options within our H beauty division, fostering exponential growth and empowering our team to offer same-day delivery to our esteemed clientele. This strategic innovation translated into an impressive additional revenue stream of £200k within the inaugural four months.

• Established a new division from the ground up and managed the seamless integration of essential functions, encompassing internal communication, data analytics, continuous improvement, compliance, project management, transaction support, and safe deposit services.
• Revolutionised internal communication dynamics by introducing an innovative communication framework supplemented by cutting-edge channels. Leveraged tools like Poppulo, Yammer, and Microsoft Teams, granting frontline teams direct access to pertinent business communications.
• Spearheaded the inception, development, and successful launch of a groundbreaking Virtual Concierge Service. This pioneering initiative facilitated virtual appointments for global clients, resulting in an astounding £150 million in sales within the initial three months of operation.
• Within the challenging backdrop of the pandemic, successfully conceptualised and swiftly executed a Harrods outlet pop-up store, seamlessly clearing old season stock, all accomplished within an impressively compressed six-week timeline from inception to realisation.
• Skillfully managed the swift and seamless launch of H Beauty, a captivating new consumer brand, from initial conception through to full trading. Oversaw its dynamic expansion across multiple locations including Gateshead, Bristol, Edinburgh, Milton Keynes, and Lakeside.
• Engineered the design and rollout of a streamlined reporting suite tailored for managers. This resourceful tool empowered managerial decision-making by providing a foundation of evidence-based insights, facilitating more informed and strategic choices.

• Pioneered the establishment of the Retail Services division at Harrods, strategically uniting crucial services under a cohesive vision and strategy. 
• Orchestrated the integration of essential functions including Gift Wrapping, Valet Parking, Customer Collections, Left Luggage, and Lost Property services.
• Spearheaded a comprehensive reorganisation of teams, fostering a collaborative cross-functional approach within pivotal high-volume departments. This strategic realignment optimised efficiency and resource utilisation.
• Masterminded a transformative overhaul of the Gift-Wrapping department, encompassing location, offerings, and team dynamics. The result was a momentous achievement as the department achieved unprecedented revenue levels, marking a historic milestone.
• Led the successful rebranding of our service offerings, imbuing them with a consistent and recognisable look and feel, successfully enhancing customer engagement and experience, while elevating the perception of our services.

Senior Retail Operations Manager, Senior Operations Manager & Store Manager – Debenhams (Mar 2005 – Sep 2015)

LEAN Practitioner Ongoing – Due for Completion Summer 2023

Change Management Practitioner Ongoing – Due for Completion Summer 2023

CIEH Level 2 in Health & Safety