Leanna Townend

Dynamic and results-driven Multi-Store Manager with over 10 years' experience in retail, hospitality, and team leadership. Skilled in driving sales performance, delivering exceptional customer service, and training high-performing teams across multiple locations. Adept at managing profit and loss, auditing operations, and ensuring compliance. Recognized for strong communication, commercial awareness, and the ability to inspire teams to exceed targets.

Multi-Store & District Trainer at Claire's (2020-01 – Present)

• Manage operations across 7 store teams, driving sales growth, profitability, and customer service excellence.
• District Trainer for Store Managers and Assistant Managers, delivering training and professional development.
• Serve as Auditor and Trainer for ear piercing in Scotland, overseeing licensing, compliance, and first aid certification.
• Recruit, train, and coach staff, fostering a high-performance culture across multiple stores.
• Drive KPIs and implement commercial strategies to maximize store performance.
• Rolled out district-wide training programs improving staff consistency and compliance.
• Maintained 100% compliance for ear piercing licensing and training across the region.
• Consistently exceeded sales and operational targets.

Territory Sales Manager at Sherwin-Williams (2019-01 – 2020-12)

• Established strong relationships with associates and managers across 8 stores, driving sales growth.
• Delivered engaging product knowledge training, covering features, benefits, and add-ons to boost sales results.
• Identified commercial opportunities and contributed to business plans to maximize performance.
• Maintained merchandising standards, signage, promotions, and displays in line with brand activity.
• Conducted events to enhance product visibility and customer engagement.
• Utilized CRM system to plan daily, weekly, and quarterly sales visits.

Store Manager at Monsoon (2015-07 – 2019-01)

• Led and inspired a team of ~30 to achieve sales targets through exceptional customer service.
• Managed P&L, KPIs, and business planning to deliver strong commercial performance.
• Developed and coached staff to understand customer needs and provide tailored service.
• Oversaw visual merchandising, stock control, and compliance with health and safety standards.

Temporary Store Manager at WHSmith (2013-07 – 2015-07)

• Managed day-to-day operations, maximizing profit through effective team leadership.
• Created a customer-focused culture, driving service standards and repeat business.
• Oversaw compliance with pricing, promotions, and store standards.
• Led recruitment, training, and development to achieve sales, shrink, and staff cost targets.
• Actively supported store teams on the shop floor to drive sales and customer engagement.

Shift Manager at McDonald's (2010-02 – 2013-07)

• Managed fast-paced operations, ensuring team performance and excellent customer service.
• Handled scheduling, deliveries, banking, cash flow, and health and safety compliance.
• Trained new staff members, set team targets, and monitored waste control and losses.
• Gained QCF Level 3 Diploma in Shift Management and Level 2 Apprenticeship in Hospitality.
• Certified in First Aid and Health & Safety for managerial operations.

HND in Legal Services (2013-12)

SCQF Level 6 SVQ in Retail (Sales Professional) (2013-12)

BIIAB Scottish Certificate in Personal License Holder (2013-03)

QCF Level 3 Diploma in Shift Management (2012-08)

Level 2 Apprenticeship in Hospitality (2011-07)

National Certificate in Business Management (SCQF 4/5) (2010-08)

Standard Grades in Business Management (2), Art & Design (3), Computer Studies (4), English (4), Maths (4) – St Machar Academy (2005 – 2009)