Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

GEORGIA KONTEN

CARDIFF

Summary

Highly organised and commercially astute Retail Manager with a proven track record of leading high-performing teams, improving operational efficiency, and delivering outstanding customer service in dynamic environments. Demonstrates expertise in retail budget management, problem-solving under pressure, and adapting to change - including successfully navigating challenges during the COVID-19 pandemic and a recent cyber incident. Skilled in team leadership, stakeholder communication, stock management, and performance optimisation. Now seeking to apply these strong organisational, interpersonal, and leadership skills in a new sector that values operational excellence and customer focus.

Overview

6
6
years of professional experience
1
1
Certification

Work history

Store Manager

Marks & Spencer
Chepstow
01.2023 - Current
  • Established strategic direction for customer experience, retail planning and operations of a store generating £11M annual sales.
  • Oversaw budget management, controlling expenses to meet financial targets: 2024/25 delivered all green scorecard for all store KPIs, including stock loss, net waste, and resource targets.
  • Led a team of over 50 employees (line managed 3 team managers and 3 supervisors), achieving #1 KPI ranking in South Wales and #15 nationally for 2024/25.
  • Directed stakeholder engagement for food hall expansion, resulting in 22% sales increase.
  • Additional role of regional maintenance lead - facilitated regular meetings with CITY FM and retail representatives to ensure alignment on priorities for M&S stores across South Wales.
  • Reactive and adaptive in identifying solutions to access limitations during 2025 cyber incident, maintaining safe and legal trading practices.

Deputy Store Manager

Marks & Spencer
Cardiff
01.2022 - 04.2023
  • Assisted store manager in overseeing operations of a store generating over £31.1M across multiple business units
  • Led store renewal programme, collaborating with stakeholders to launch the new store concept. Managed stakeholder expectations, developed contingency plans and addressed resistance to change through effective engagement and communication
  • Collaborated with cross-functional teams for seamless integration of new processes
  • Identified opportunities to enhance Clothing & Home stock picking operations, boosting sales potential. Utilised independent trial data to engage Retail Operations Director which led to business-wide rollout
  • Served as early careers leadership mentor, guiding future talent

Graduate Retail Leader

Marks & Spencer
UK
09.2020 - 01.2022
  • Supported the Change & Implementation manager in conducting a comprehensive change impact analysis, identifying key stakeholders and assessing the impact of the change on various departments throughout the development of the MYHR Oracle design
  • Assisted retail managers across various store formats to achieve operational excellence
  • Owned accountability for planning in-store projects and trading events

Team Manager

Marks & Spencer
South Wales
06.2019 - 09.2020
  • Led a team of 25 colleagues, overseeing recruitment, training, and wider HR management.
  • Set clear goals and conducted regular one-to-one check-ins to monitor team progress. Upskilled team members, enhancing efficiencies by 4%, equivalent to 4.5 hours daily.
  • Adapted operations during COVID-19 by managing store resource and enforcing safety protocols.
  • Guided frontline retail team through lockdown's and phased department re-openings, ensuring compliance with government regulations.
  • Maintained morale and performance through increased communication during periods of uncertainty. Fostered a supportive team culture that encouraged innovation and recognised achievements.

Education

BSc (Hons) - Psychology

Cardiff Metropolitan University

A-Levels - A-C

St David's College

GCSEs - B-C

St Illtyd's High School

Skills

  • Problem solving
  • Team leadership
  • Coaching and mentoring
  • Stakeholder engagement
  • Adaptability
  • Budget management
  • KPI analysis
  • Resilience

Certification

Personal Licence (for the sale of alcohol), issued by Cardiff Council, Licence Number: CCCI06051, Issued: 2022

Timeline

Store Manager

Marks & Spencer
01.2023 - Current

Deputy Store Manager

Marks & Spencer
01.2022 - 04.2023

Graduate Retail Leader

Marks & Spencer
09.2020 - 01.2022

Team Manager

Marks & Spencer
06.2019 - 09.2020

BSc (Hons) - Psychology

Cardiff Metropolitan University

A-Levels - A-C

St David's College

GCSEs - B-C

St Illtyd's High School

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GEORGIA KONTEN