Tom Foster

Management professional with strong experience in retail, leadership, customer service, and team development. Highly motivated and results-driven, with a proven ability to achieve targets while delivering excellent customer service. Experienced in improving store performance and maintaining high operational standards. Passionate about coaching, supporting, and developing team members to reach their full potential.

Community Sales Manager at IWG (2025-08 – Present)

• Serve as the primary contact for the centre, delivering professional and friendly service to all customers and visitors, ensuring an exceptional first impression.
• Upsell to current client to ensure full capacity of the business centre.
• Maintain a 'show ready' centre at all times by ensuring the pristine, condition of business lounges, conference rooms, show offices and common areas, complying with Health & Safety standards.
• Enhance the customer experience through helpful onboarding, flawless move-ins and seamless transitions from day one, whilst ensuring smooth departures and gathering valuable feedback to improve our services.
• Drive incremental revenue by conducting tours and following up leads to potential clients.
• Generate leads by posting company-provided ads on social media and other websites
• Maximise revenue opportunities by identifying potential offices, meeting rooms, memberships, upgrades, upselling, referrals, and renewals through quality interactions with customers and potential prospects.
• Manage Account Receivables (AR), including collections, escalations and renewals, while also meeting with new customers to complete the move-in process and deliver outstanding customer service.
• Provide a 5-Star business centre image by professionally greeting customers, communicating effectively, maintaining centre appearance, and continuously serving customers well.
• Display a true passion for customer service by actively seeking ways to delight customers and guests, always going the extra mile for customer satisfaction - measured by the Net Promoter Score, with team members to achieve set targets.
• Oversee all reactive works within the building and take full responsibility for contractors on-site to conduct work.
• Conduct weekly H&S checks, including Fire Alarm Testing, Lift Alarm checks, water temperature checks, fire extinguisher checks and refuge point checks.
• Adhoc Duties as required

Customer Service Manager at WM Morrisons Supermarkets (2021-01 – 2025-08)

• Developed and implemented service protocols to improve daily operations, increase efficiency, and ensure consistent service delivery.
• Strengthened product and service knowledge to enhance customer interactions, improve service quality, and drive sales growth.
• Planned and organized staff activities to effectively meet operational needs and business demands.
• Communicated regularly with team members to set clear expectations, provide guidance, and maintain high performance standards.
• Created and executed customer service strategies to improve customer satisfaction and overall experience.
• Managed staff scheduling and coordinated team deployment to ensure adequate coverage and efficient response to customer demand.
• Adhoc Duties as required

Customer and Trading Manager at Sainsburys, Argos (2020-01 – 2021-01)

• Designed and implemented service procedures to improve operational efficiency and maintain consistent service standards.
• Developed strong product and service knowledge to enhance customer engagement, improve service quality, and increase sales performance.
• Organized and supervised staff activities to ensure smooth daily operations and meet business targets.
• Led regular team communication to set clear expectations, provide direction, and support high performance.
• Implemented customer service initiatives to enhance customer satisfaction and strengthen client relationships.
• Prepared and managed staff schedules to ensure optimal coverage and efficient service during peak and off-peak periods
• Other Duties as required

Branch Manager at Graham Plumbers Merchant Shrewsbury (2019-04 – 2019-12)

Held full responsibility for the daily operations of a high-volume plumbing and heating merchant in Shrewsbury, ensuring smooth and efficient branch performance.

• Managed trade and commercial contracts across Shropshire and surrounding areas, delivering tailored solutions and maintaining high service standards for customers.
• Oversaw stock control, purchasing, and replenishment to maintain optimal inventory levels and meet customer demand.
• Ensured full compliance with health and safety regulations, maintaining a safe working environment for staff and customers.
• Led staff training and development, supporting team performance, productivity, and continuous improvement.

General Manager at Maplin Electronics Ltd (2006-05 – 2019-01)

Fully responsible for the day to day operation and commercial performance of a retail store with an annual turnover in excess of one million pounds.

• Responsible for the training and development of the team and the maintenance and accuracy of very large stock files.
• Constantly striving to ensure the highest standards of customer service are delivered.
• Focusing on growing the business and maximising in-store profitability
• Ensuring every customer received the best possible service available
• Motivating store colleagues to achieve and surpass company goals and targets
• Creating and working to business plans agreed by both myself and my DM
• Managing and developing staff in every area of the business
• Maintaining high standards within store and back of house
• Maintaining an accurate stock file of over 6000 products
• Responsible for store health and safety compliance
• Managed multiple stores when required to do so
• Staff rotas planned to ensure staff fully utilised to meet customer demand
• Responsible for understanding and implementing all HR functions, policies and procedures
• Forging long term and positive relationships with new and existing customers

GCSE in Maths, English Language, English Literature, French, History, Biology, Chemistry, Home Economics – Smestow school (1985-09 – 1989-05)