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
