Humphrey Mwanza
Hemel Hempstead,Hertfordshire
Summary
Results-driven leader with extensive industry experience in people succession planning, strategic planning, and performance evaluation. Proven ability to foster motivation within teams, achieving organizational goals under pressure. Expertise in health and safety compliance while maintaining exceptional customer service standards. Committed to operational excellence through innovative strategies and continuous improvement initiatives.
Overview
25
25
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Director – Hemel Place Board
Decorum Borough Council
Hemel Hempstead, Hertfordshire
2019.09 - 2026.05
- Assisted in attending Hemel Regeneration and Master Plan board meetings.
- Supported #ThinkHemel sub-committee to improve perception of Hemel Hempstead.
- Aided #LifeIsGreener initiative for enhancement of green spaces in Hemel Hempstead.
- Collaborated on local cycling and walking implementation plan workstreams.
- Worked alongside members of parliament and councillors on community workstreams.
General Manager – Marlowes Shopping Centre
Knight Frank LLP
Hemel Hempstead, Hertfordshire
2019.09 - 2026.05
- Accountable for NRI (Net Rental Income), presenting to the Board on a quarterly basis.
- Successfully negotiated contracts with suppliers to reduce costs.
- Preparation and managing the annual service charge budget and reconciliation reports.
- Planning and delivering the annual Business Plan objectives, reporting, and presenting.
- Delivering the Community shopping Centre strategy in line with the business plan.
- Supporting Leasing Team to deliver and maximize commercial opportunities.
- Collaborating with Operations and Property manager to mitigate and reduce void costs.
- Supporting Credit Control with rent collections through effective retailer engagement.
- Role modelling the C&R culture, behaviours, and principles across all engagements.
- Driving car park income above budget and maximizing commercial streams.
- Maintaining a robust succession planning strategy, talent mapping and staff retention.
- Managing performance and productivity through feedback, 1:1's, PDPs, and appraisals.
- Supporting Operations Manager to maintain Gold Standard Health & Safety Compliance
- Collaborating and engaging the Soft and Hard Services contract providers.
- Ensuring The PPM (Preventive Maintenance Program) is planned and executed.
- Supporting Operations Manager to manage Contractor compliance and SLA's.
- Supporting Marketing Manager to execute the marketing Strategy manage budgets.
- Driving footfall through local events, community initiatives and supporting retailer sales.
- Maintaining a high retail customer engagement and effective communication culture.
- Delivering Community and ESG metrics to support the community and our environment.
- Acting as Capital & Regional ambassador to investors and diverse stakeholders always.
- Implemented rigorous financial controls, improving overall profitability.
Chair – Hemel Hempstead BID
Hemel Hempstead Business Improvement District
Hemel Hempstead, Hertfordshire
2019.09 - 2026.05
- Assisted in securing two bid ballot renewals.
- Supported implementation of five-year business plan projects within area.
- Facilitated communication with staff levy payers and other stakeholders.
- Aided compliance with company law and legislation for bid creation.
- Helped maintain financial viability by controlling and reporting financial affairs.
- Collaborated with board members and bid manager to enhance footfall through events and public realm improvements.
Cluster Manager – Luton & Hounslow
Debenhams
London
2016.06 - 2019.09
- Supported teams in delivering engaging customer experiences consistently across both stores.
- Assisted in reviewing commercial reports with actions aimed at driving sales growth and profitability.
- Contributed to improving KPI performance across customer and growth pillars within every store.
- Helped plan and adjust sales and resources within budget to maximise profit.
- Aided in increasing conversion rates and customer satisfaction through effective engagement.
- Facilitated visual merchandising to create a commercially appealing and inspiring fashion experience.
- Assisted in reviewing product range and space management to enhance growth.
- Supported recruitment, induction, and coaching of store managers with talent management and succession planning.
- Encouraged team engagement to foster a pleasant work environment.
- Promoted new values while embodying leadership principles.
Regional Business Manager – North London
New Look Retailers Limited
London
2013.01 - 2016.06
- Supported delivery of engaging customer experiences across all stores.
- Assisted in reviewing commercial reports to identify actions for sales growth.
- Aided in improving KPI performance in customer and growth areas in all stores.
- Helped plan and forecast sales and costs to meet budget requirements.
- Contributed to increasing customer satisfaction through effective engagement.
- Participated in reviewing product range and space management for growth.
- Facilitated profit protection strategies and cost control measures.
- Promoted operational excellence to enhance productivity and profits.
- Assisted in project management for new store relocations and refurbishments.
- Collaborated with stakeholders to support delivery of regional business plans.
Store Manager – Various Stores
New Look Retailers Limited
London
2003.03 - 2013.01
- Facilitated team management to align personnel with daily operational needs.
- Supported team engagement initiatives to enhance sales and customer satisfaction.
- Assisted in analysing sales reports to identify actionable insights for profit enhancement.
- Recruited and trained teams to achieve business objectives and maintain industry standards.
- Managed payroll processes while striving to reduce operational costs.
- Maximised KPI performance through effective team collaboration.
- Contributed to reducing shrinkage and adhering to operational standards including health and safety.
- Ensured high store standards consistently to elevate customer experience.
Warehouse Supervisor
Argos
London
2001.08 - 2003.03
- Assisted in delivering and planning large-scale distribution operations.
- Supported a team of ten staff by coordinating with transport and head office to fulfil daily demands.
- Facilitated accurate receipt and dispatch of goods to enhance customer satisfaction.
- Monitored warehouse employee performance and contributed to reporting processes.
- Encouraged employee productivity and morale through coaching and motivation.
- Collaborated with multiple departments to help achieve group goals.
Education
Comptia A++ - Information Technology
London Vocation and Management Training Business College
London 2000.03 - 2003.11
Diploma of Higher Education - Information Technology
Institute for Development Policy and Management
London 1995.02 - 1999.04
Skills
- Succession planning
- Business acumen
- Performance evaluation
- Resilience under pressure
- Inspirational motivation
- Health and Safety Compliance
- Strategic planning
- Customer Service
Attributes
- Inspirational
- Resilience
- Engagement
- Decisiveness
- Adaptability
- Accountability
Accomplishments
· Achieved 100% Gold Standard in the 2025 Health & Safety Audit (98% previous 2 years)
· Delivered highest Net Promoter Score (+98%) across the portfolio score on The Happiness Index Staff Engagement Survey in 2025
· Awarded a retention bonus package including shares in January 2024, in recognition of my performance and contribution to Capital and Regional Plc.
· Received CEO recognition in 2023 annual ESG board meeting for reducing Electricity consumption by 20%, a result derived from a team effort and diverse ideas generation.
· Nominated to feature my career profile in the 2023 Capital & Regional annual report. An inclusion which I am proud of, demonstrating my contributions to the business.
Certification
- Mental Health First Aider
- IOSH Managing Safely
- Legionella Awareness
- Emergency and Security Preparedness
- Communication for Impact and Influence – Cambridge University
Affiliations
- Health and Fitness, Travelling, Reading, Gardening
References
References available upon request.
Timeline
Director – Hemel Place Board
Decorum Borough Council
2019.09 - 2026.05
General Manager – Marlowes Shopping Centre
Knight Frank LLP
2019.09 - 2026.05
Chair – Hemel Hempstead BID
Hemel Hempstead Business Improvement District
2019.09 - 2026.05
Cluster Manager – Luton & Hounslow
Debenhams
2016.06 - 2019.09
Regional Business Manager – North London
New Look Retailers Limited
2013.01 - 2016.06
Store Manager – Various Stores
New Look Retailers Limited
2003.03 - 2013.01
Warehouse Supervisor
Argos
2001.08 - 2003.03
Comptia A++ - Information Technology
London Vocation and Management Training Business College
2000.03 - 2003.11
Diploma of Higher Education - Information Technology
Institute for Development Policy and Management
1995.02 - 1999.04