PROFILE A highly skilled sales professional, self-motivated, energetic business leader with a successful track record in retail, catering and hospitality sector. Major achievements in opening new coffee shops in London and growing brands their reach and value. Identifying and implementing innovative ways of customer service by optimizing KPIs and promoting revenue growth, cash flow and profitability.
KEY SKILLS
Consumer focused behavioral approach, building strategies to grow revenue per customer, incentivisation programs to grow sales and team retention, strategic development of integrated digital communications, proposition, pricing, product selection ranges and supply chain, creating tactical operational solutions to achieve team engagement ensuring a great customer experience.
EXPERIENCE
SOHO Coffee Co. – Franchise for TRG Concessions @ Liverpool Street Station (FOH Deputy Manager 2022–present)
RESPONSIBILITIES
- Growing profits by controlling labor, wastage, upsells.
- Team building: Hiring, training, coaching and developing staff.
- Being a role model for the team, guiding and supporting individuals to be the best they can be.
- Implementing Speed of Service to increase customer awareness, reduce the queues, create sense of pace.
- Encouraging upsells to motivate customer loyalty.
- Closely dealing with Brand Manager to redefine brand standards.
- Always looking for opportunities to improve ways of working and help the business grow.
- Responsible for Health & Safety procedures, financial operations, stock control.
- Dealing with multiple suppliers. Controlling stocks, doing weekly inventories.
Pret A Manger (FOH Assistant Manager 2013–2021)
Managed flagships in Canary Wharf and NSO Waterloo Station; also, The Cut, Old Street, NSO Dalston, Moorgate shops in London
RESPONSIBILITIES
- Built proud, professional teams, that were always customer always oriented. Trained, coached and developed skills to grow team competences.
- Had strategic succession plan in place to make shops sustainable and empowered teams to take the ownership for their responsibilities.
- Managed the team to consistently achieve good Mystery Shopper results and went an extra mile with outstanding service.
- Continually strived to reduce the queues and eliminate them by decreasing points of contact.
- Applied Speed of Service, engaged with customers to encourage their loyalty.
- Identified Customer Profiles and helped to build Right Range to meet growing needs.
- Responsible for Health & Safety procedures, financial operations, stock control.
ACHIEVEMENTS
- ~30%+ growth in sales after proposing delivery partners in Dalston shop. I was closely working with digital transformation team to optimize ordering processes and ensure smooth transactions transition.
- Introduced safe products transfers between shops and helped to reduced waste by 15-20%. I was responsible for Made to Sell products selection delivery in Waterloo area in summer 2014. With my input and team hard work, Waterloo Station Shop became a Top Shop in London with sales ~£125k per week.
- Implemented sustainable stock ordering that has reduced unaccounted production and unnecessary use of labor.
- Increased sales in Moorgate by 10%, just by removing COVID protective shields over the till counter.
- Achieved high results for outstanding service in multiple Mystery Shopper scenarios.
- Team development has played a major part in overall success of the shifts I have run in all the shops.
