General Manager Operations
Metro Mart Group
مجموع سنوات الخبرة :25 years, 8 أشهر
Maintaining overall responsibility for strategic sales and revenue growth; team engagement and customer focused business development; with a track record of elevating store revenue and profitability for a growing grocery retail brand, I:
• Develop strategic sales goals and targets while establishing benchmarks of superior customer service and team performance with departmental managers and supervisors.
• Work with HR team to align staffing levels, performance management and career development to customer service and sales growth objectives.
• Drive digital transformation efforts, expanding sales efforts across a network of eCommerce partnerships with brands including InstaShop, Snoonu, Talabat and Rafeeq.
• Provide leadership to store associates; coaching for success and spearheading employee engagement and; diversity and inclusion initiatives.
• Guide the opening of new locations, maintaining a consistency in operating and service standards.
• Design local sales promotions and initiatives; successfully increasing sales through overseeing
consumer engaging product placement and visual merchandising activities.
• Maintain location P&L management responsibility; reviewing operating costs and addressing actual versus projected sales.
• Refine talent acquisition and employee professional development initiatives; helping direct the end-to- end employee relationship; ensuring best practice and regulatory compliant employee relations.
• Manage pricing strategies to achieve required margin and labour targets.
• Review monthly store performance levels against established metrics and KPIs with the company CEO.
Integrated within the innovative Education City, a best-in-class provider of tertiary healthcare services for women and children. Leading efforts to transform and energise business processes, I successfully:
• Deployed a Six-Sigma centred approach to align seamless management processes to effectively achieve the organisation’s objectives.
• Rationalised patient workflows across all operations while overseeing new service activation.
• Assessed service levels against established KPIs, identifying opportunities for improvement as part of
ongoing quality assurance efforts.
• Served as member of the Clinical Management Group to steer the Quality team’s activities.
• Implemented Project Management methodologies to lead new initiatives and address emerging
operational issues.
• Reported progress and performance levels to the executive leadership team.
A start-up that grew to become the UK’s largest dealer and retailer of home electronics where, leading the company through its growth and expansion across Europe and driving eCommerce sales activities, I was responsible for:
• Assessing market opportunities to build new territories and expand existing sales regions.
• Developing an understanding of competitive offerings to structure the company’s offerings and pricing.
• Creating and fine-tuning expansion roadmaps and implementation strategies.
• Overseeing vendor and supplier relationship management to elevate robustness of upstream supply
chains, ensuring an ability to deliver on the customer service promise.
• Launching marketing and brand awareness efforts across social media channels, focusing on audience
and customer engagement, demand generation and brand recognition.
• Aligning marketing activities with strategic sales objectives.
• Negotiating supply terms and conditions and verifying supplier adherence to SLAs.
• Preparing operating budgets and analysing areas of cost improvement.
• Conducting customer service audits to maintain customer brand loyalty and repeat sales.
Identifying properties for renovation and refurbishment, building a portfolio of acquisitions for lease and resale, key successes revolved around:
• Working with finance partners to structure purchase of under-valued properties.
• Collaborating with renovation and contactor teams, reviewing performance levels and deliverables.
• Focusing on enhanced tenant relations to secure lease renewals.
• Maintaining compliance to all regulatory guidelines and property management best-practices
- Joined the company to build, develop and grow the B2B sales department.
- Set up in house training and certification programs to enable purchasing of specific brands.
- Developed a B2B secure online web portal service for certified customers.
- Implemented regular electronics & paper marketing via sales catalogues and spot “hot deals”. n Recruited, trained and managed in house sales team.
- Joined to implement and manage online and retail expansion of company.
- Established call centre with policies and procedures to handle customer calls.
- Recruited, trained and coached sales staff.
- Turnover grew from £300, 000 to £2m.
- Worked as network administrator with MS Windows, NT Server and MS Exchange whilst providing 3rd level user support to staff with hardware and software problems.
In Progress. (MBA) Master of Business Administration