Dihan Jayasundera

Experienced Retail, Operations and People Manager with over 20 years' experience across retail, recruitment, learning and development and professional services. Proven track record of leading teams, improving customer experience, delivering commercial results and developing people through coaching and performance management. Currently a Store Manager at Specsavers, with responsibility for people, operations, customer experience, sales performance, workforce planning, recruitment, training and compliance.

A confident and commercially focused leader with a strong record of internal progression, team development and delivering results in fast-paced, customer-focused environments. Over 20 years' experience in customer-facing, commercial and people-management environments. Strong record of internal promotion and developing colleagues into senior positions.

Experienced in fast-paced, target-driven environments with responsibility for teams, customers, commercial performance and compliance. Seeking management opportunities across retail, operations, customer experience and people leadership.

Store Manager - SPECSAVERS

(2025-03)

Lead the day-to-day operation of a busy optical retail store, with responsibility for people, customer experience, commercial performance and operational standards.

• Lead, coach and develop a multidisciplinary team, creating a positive and performance-focused environment.
• Drive sales, customer satisfaction and operational KPIs through performance analysis, coaching and continuous improvement.
• Manage recruitment, induction, training, colleague development, rotas and workforce planning.
• Resolve customer queries and complaints professionally while protecting customer relationships.
• Oversee stock, merchandising, cash management, financial reporting and compliance.
• Support regional management with audits, business planning and operational improvement.
• Key achievements: Promoted to Store Manager within six months; consistently achieved monthly sales and operational KPI targets; improved customer satisfaction and colleague development through targeted coaching.

Development & Delivery Manager | Learning & Development Manager | Internal Recruiter - INNOVATE RECRUITMENT

(2022-02 - 2025-03)

Progressed through three roles, taking increasing responsibility for recruitment delivery, learning and development, client relationships, performance and team leadership.

• Led recruitment delivery across multiple client accounts and built strong client and stakeholder relationships.
• Designed and delivered training programmes covering sales, service, leadership and team performance.
• Coached consultants and managers through structured performance management and development.
• Managed recruitment campaigns from attraction through to onboarding, including graduate recruitment partnerships.
• Improved operational processes, resource planning and colleague development to support business growth.
• Key achievements:
• Exceeded Q3 business targets by 120%.
• Increased team revenue by 25% through targeted sales and service training.
• Recruited 20+ employees within 10 months, reduced time-to-hire by 30% and increased applications by 45%.
• Achieved 90% training satisfaction and 95% positive onboarding feedback.

Delivery Consultant - CAPITAL INTERNATIONAL

(2021-04 - 2022-02)

• Delivered specialist recruitment solutions across the Defence and Space sectors.
• Built relationships with international clients and candidates while managing interviews, compliance and candidate support.
• Achieved first placement within three months and consistently exceeded interview and placement targets.

Facilities Management Consultant - ELLIOT SCOTT GROUP

(2020-01 - 2021-02)

• Managed client relationships and delivered tailored recruitment solutions across facilities management.
• Developed long-term business relationships and supported key client accounts.
• Secured a new client within the first week and became sole supplier for two major clients.
• Generated the highest sales during the national lockdown.

Industrial & Logistics Consultant - SEARCH CONSULTANCY

(2018-06 - 2019-12)

• Managed end-to-end recruitment campaigns and developed strong client relationships.
• Delivered customer and candidate support, including interview preparation and ongoing communication.
• Achieved the division's highest placement fee of £18,000, maintained a 100% vacancy-to-placement ratio and was promoted within six months.

Department Manager - SAINSBURY'S, COBHAM

(2015-10 - 2018-06)

Managed a high-volume department generating approximately £500,000 in weekly sales, with responsibility for 64 colleagues.

• Led, coached and developed a large team to deliver strong customer service and commercial performance.
• Managed recruitment, training, performance reviews, rotas, payroll and absence.
• Maintained product availability, presentation and service standards while ensuring health & safety compliance.
• Managed customer complaints and supported operational improvements.
• Key achievements: Nominated Best Manager for two consecutive years; selected by the Area Manager to support underperforming regional stores; consistently exceeded sales targets and improved departmental performance and colleague engagement.

Checkout Team Leader - SAINSBURY'S, COBHAM

(2008-03 - 2014-10)

Supervised front-end operations, coached colleagues, managed customer enquiries and complaints, and supported cash office and day-to-day management processes.