Travel Engagement Manager at First Rate Exchange Services Ltd (2024-05 – 2025-11)
- Spearheaded the regional engagement strategy across multiple branches to enhance sales performance.
- Delivered impactful coaching and training to bolster product knowledge and revenue outcomes.
- Cultivated robust stakeholder relationships to advance commercial objectives.
- Executed bi-monthly visits to branches to evaluate operational performance, ensure compliance, and provide on-site support to enhance service delivery and sales.
- Scrutinised data to uncover performance gaps, assisting in capability building to enable targeted interventions for improved outcomes.
Business Analyst/Classroom Trainer at Post Office (NBIT) - contractor Role (2023-03 – 2023-09)
- Evaluated business requirements and translated them into effective training solutions, identifying system defects and developing operational guides for training Postmasters in pilot branches.
- Optimised user capability and operational consistency by completing thorough testing of the new IT system.
- Facilitated both classroom and virtual training for senior stakeholders to support system and process adoption.
- Supported pilot branches during the 'Go Live' phase to capture feedback on training content and delivery methodologies, ensuring optimal training for full roll-out.
Post Office Support Coordinator at WH Smith (2020-02 – 2023-03)
Promoted to Senior Post Office Support Coordinator, leading a team of 6 coordinators to ensure efficient workflow allocation, consistent delivery standards, and timely completion of operational goals.
- Mitigated financial losses across multiple PO regions by instituting and enforcing best practice procedures, achieving 100% compliance and maintaining operational controls within budget.
- Delivered coaching and operational guidance to enhance service and sales outcomes, ensuring multiple branches attained Green scorecards.
Regional Sales Support & Development Manager at First Rate Exchange Services Ltd (2005-03 – 2019-11)
- Facilitated comprehensive coaching and training across branch networks, enhancing product knowledge and driving sales performance.
- Engaged in effective relationship management with internal and external stakeholders to ensure clear communication alignment and successful outcomes.
- Supported the delivery of key commercial initiatives that contributed to sustained revenue growth.
- Collaborated within a cross-functional working group to execute the Click & Collect roll-out, leading training for peers and branches to ensure successful adoption across the network.
- Implemented performance management strategies, developing quarterly sales plans, setting KPI targets, and conducting regular performance reviews at branch, regional, and national levels, recognised as the best plans in the sales team.
- Conducted regular analyses of management information to identify trends, gaps, and opportunities for performance improvement, challenging existing behaviours.
- Identified and nurtured a team of travel product specialists across the region to champion travel money, enhancing their skills through the Travel Academy learning platform.
Foreign Exchange Development Manager at Lunn Poly Ltd/TUI (2003-05 – 2005-02)
Shop Manager at Lunn Poly Ltd/TUI (1990-09 – 2003-04)
Sales Consultant/Assistant Manager roles at Lunn Poly Ltd/TUI (1989-07 – 1990-09)
