Store Manager - Oysho Whitecity, Inditex Group - London, UK
(2023-07 - 2026-03)
- Led a customer focused store environment, ensuring exceptional service standards and a consistently positive customer experience.
- Managed and resolved escalated customer complaints, achieving effective and satisfactory outcomes while protecting customer reputation.
- Built strong relationships with customers, creating a welcoming and service orientated culture that encourage loyalty and repeat business.
- Coached and developed team members on customer service best practices, communication skills and conflict resolution.
- Monitored customer feedback and implemented action plans to improve service quality and customer satisfaction.
- Dealt with employee relations matters including investigations, disciplinary, performance management and conflict resolution.
- Collaborated with senior management to improve operational efficiency while maintaining a strong customer first approach
- Led recruitment, onboarding and development of team members to ensure high engagement and service.
- Managed store performance through KPI analysis, workforce planning and continuous service improvement.
Department Manager - Zara Bond Street / Whitecity, Inditex Group - London, UK
(2018-06 - 2023-06)
- Delivered exceptional customer service standards across a busy Ladieswear Department in a high volume flagship environment.
- Handled customer enquires, complaints ad service escalation professionally and efficiently.
- Developed strong customer relationships through personalised service and proactive problem solving.
- Trained and coached team members to consistently deliver excellent customer experiences.
- Analysed customer needs and shopping behaviours to improve service delivery and department performance.
- Support store manager in implementing customer focused initiatives that improved satisfaction and sales performance.
- Worked closely with cross functional teams to ensure customer issues were resolved quickly and efficiently.
Floor Manager - Zara Tottenham Court Road, Oxford Circus, Inditex Group - London, UK
(2015-06 - 2018-07)
- Supervised daily customer facing operations in one of London's busiest retail locations.
- Ensured customers received prompt, professional and personalised support throughout their shopping experience.
- Resolved customer concerns and complaints with empathy, professionalism and effective communication.
- Supported team members in delivering high service standards during peak trading periods.
- Assisted in onboarding and training new staff on customer service procedures and company standards.
- Built positive relationships with customers while maintaining a calm and solution focus approach in challenging situations.
