Retail Manager - Eatopia
Salam Hospitality
Total years of experience :30 years, 2 Months
Was approached and selected to set-up Eatopia concept from ground up. As part of the initial management task force of 5 members, I had sole responsibility of implementing all aspects of the retail operation. I was also entrusted to set-up the call centre and delivery service of the business.
Role responsibilities:
• Collaborating with professionals and third parties to set up the infrastructure and equipment for the department and whole of Eatopia.
• Creating Job Tasks, Policies, Procedures and Control Mechanisms for overall operation.
• Was also involved in creating some of the HR related Policies, Procedures and Templates for the company.
• Coordinating the recruitment and training of 42 permanent members of staff.
• Was responsible for Selection of Suppliers, Products and Negotiating Supplier Agreements.
• Took a key role in planning and implementing of three software systems required for the Eatopia concept.
• Was the key contributor for setting-up the Eatopia warehouse/stores in accordance to health and safety, government regulations and the food safety standards.
• Solely responsible for introducing and implementing the Hamper and Gifting business in Eatopia.
• Was responsible for driving the VM team to create exceptional VM displays never seen before in Doha and introducing retail theatre that resulted in driving sales.
• P & L forecasting and control for the operation.
• Responsible for planning and organising supplier tasting schedules and external entertainment to create hype and to generate footfall to the venue.
• In-charge of the CCTV operation, investigations and the security team.
• Sole responsibility for the department KPI’s.
Was promoted and asked to take over the department to drive sales and service during the busy season. Was in-charge of the departments (3.9 million operation) and was given the task of implementing a new Order Processing Unit .
Role responsibilities:
• Sole responsibility for the department KPI’s. Beat budget by +20% and LY by +28%(This was achieved within 4 ½ months).
• Won the “Manager of the Winter sale Set-up and Impact”
• Won the “Best Team” from the division for Christmas Campaign.
• Solely responsible for introducing and implementing the Bespoke Hamper business.
• Driving sales through creative and innovative solutions such as retail theatre, workshops, new product development etc.
• P & L forecasting and control.
• Coordinating the recruitment and training of 24 permanent members of staff and 25-28 temporary staff (seasonal) along with HR People management aspects.
• Handling projects for overall division, including implementing guidelines and procedures, to improve department and division performance.
• Collaborating with professionals and third parties to set up the infrastructure for the Department and Division.
• Planning and organising a highly successful product launch programmes and driving the business forward to achieve results beyond projections.
After completion of the HMP program, was promoted to the role to improve results and processes. Was in-charge of all ambient stock control in the Division and was selected to spear head the new Confectionary and Candy department Project for the store.
Role responsibilities:
• Was responsible for implementing new control mechanisms for all ambient departments.
• Achieved the best stocktaking result for ambient breaking all previous records in Foodhalls (-0.1% of sales).
• Introduced new sampling and tasting programs using excess and wastage stock to maximize sales.
• Introduced the cross investigation system and inter department transfer monitoring system to track and account for stock movement.
• Wastage and quality controlling through strict vendor delivery checks and random sampling.
• Planning and forecasting of stock according to shop floor requirements and customer demand through buyers.
• Monitoring and clearance of aged stock.
Was selected to the Harrods Management Program, while working in the Food Orders & Hampers Department (3.2 million operation). Was in-charge of the department whilst a new manager was trained.
Role responsibilities:
• Sole responsibility for the department KPI’s and had the best overall results within the Division for 3years.
• Core responsibilities included, running of the Call Centre, Dispatch Section and the Food Advisory section in the department.
• Driving sales through Phone and e-mails channels.
• Maintaining effective relationships with high profile clients, internal and external business units,
constantly going beyond their expectations.
• Training of 24 permanent members of staff and 25-28 temporary staff (seasonal), in all aspects of department operations.
• Fully accountable for the establishment and management of a new business specialising in Food Delivery requiring the development of an independent customer base.
• Headed the project for cash till productivity and efficiency in the fresh food departments. As a result introduced the current layout and structure for the shop floor.
Working in the Harrods Signature department (11 million operation), was asked to join the department to improve Customer Service KPI’s for the department:
• Sole responsibility for the Customer Service KPI’s.
• Training of 28 permanent members of staff and 25 temporary members of staff (Sale time & seasonal) along with HR People management aspects.
• Driving sales through the team to achieve department and divisional targets.
• Sole responsibility for the divisional phone ordering, bulk ordering and worldwide deliveries for Signature products.
• Maintaining effective relationships with high profile clients, internal and external business units,
constantly going beyond their expectations.
• Introducing new methods of acquiring information to ensure accuracy and reduce department spending/ customer complaints.
Worked in the Harrods Homewares Division and gained experience in bed and bath, furniture and the Art and Picture Gallery departments. Was entrusted with a special project to improve Customer Service KPI’s for the bed and bath department(8.7 million operation).:
• Won the “Chairman’s Award for Excellence” for improving operational processes.
• Responsible for the Harrods own brand product range.
• Department trainer for all permanent members of staff and temporary members of staff (Sale time).
• Always been one of the top 5 best sales person in the department..
• Responsible for planning and organizing of the Sale set-up and take down for the department.
• Maintaining effective relationships with high profile clients and internal business units which include Corporate Services, Private Service Suite, By Appointment and Wedding and Celebration etc.
• Controller of the charter report.
• The first part time staff member to be promoted to the Supervisor position within the business.
Worked in the Chalk Farm branch and was responsible for running the shop and maintaining the key accounts.
Worked for South West Trains at Waterloo and was responsible for revenue protection and customer service.
Worked in the Brent Cross Branch and was responsible for till operation along with sales and day to day running of department.
Worked in County Hall Branch and was responsible for all operational aspects of the restaurant.
Worked in the head office of the company and was responsible for a client base which I developed and maintained.
Worked in the main group office and was responsible for generating new client accounts and research projects.
Worked in the City Office Branch, Airport Terminal Branch, and Borella Town Branch. I have experience in all aspects of front office and back office operations of the bank.
NVQ 2