Gosia Surman
Customer focused Operations & Customer Experience Leader with 15+ years of management experience
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About
Customer focused Operations& Customer Experience Leader with 15+ years of management experience across Starbucks, Starbucks Drive Thru and WHSmith. Strong track record in team leadership, operational excellence, customer satisfaction and commercial performance. Recognised for improving service speed, building high performing teams, and delivering strong store standards in fast – paced environments.
Passionate about creating exceptional customer experience and leading teams through clarity, coaching and motivation.
Experience
Unit Business Manager at WHSmith & Game Zone Welcome Break (2024-06 – 2026-03)
- Recruited, trained, and performance- managed team to build a reliable and motivated workforce.
- Improved compliance and operational efficiency through process optimisation
- Worked with internal and external auditors to maintain high brand standards
- Ensured strong product availability, accurate stock levels and correct promotional execution
- Delivered calm, consistent customer experience in a fast paced environment
Unit Business Manager at Starbucks Drive Thru Welcome Break (2016-06 – 2024-05)
- Delivered best-practice workshops for regional managers to enhance Drive Thru operations
- Achieved the Most Improved Speed of Service award through team coaching and operational improvements
- Increased customer loyalty and repeat visits, earning the Best GPLW Award
- Built a customer – focused culture through coaching, mentoring and daily support
- Experienced in high pressure, fast paced retail and hospitality operations
Team Manager at Starbucks Welcome Break (2015-05 – 2016-06)
- Increased profitability through KPI monitoring and target setting with senior management
- Built a customer-focused environment through strong product and brand knowledge
- Managed payroll, scheduling, invoicing, and purchase orders
- Oversaw stock control and accurate inventory management
- Coached and mentored team members daily, driving individual performance and preparing staff for individual progression
Team Leader at Starbucks Welcome Break (2011-05 – 2015-05)
- Managed cash handling and stock control with accuracy and compliance
- Resolved customer complaints diplomatically with clarity and empathy to secure satisfaction and retention
- Oversaw daily operations to drive business performance
- Conducted internal audits to maintain compliance and efficiency
Education
ESOL Level 3 in English for Speakers of Other Languages – Oakland's College, St Albans (2012-01 – 2012-01)
Diploma in Reflexology VTC – Oakland's College, Welwyn Garden City (2009-01 – 2009-01)
Bachelor's Degree in Health Promotion – Cracow School of Health Promotion, Poland (2007-01 – 2007-01)
