Summary
Overview
Work history
Education
Skills
Timeline
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Jacob Carter

Telford,Shropshire

Summary

A detail-oriented and confident People Manager with a passion for developing individuals and building high-performing, well-organized teams that deliver exceptional customer and partner experiences.

I thrive in dynamic environments that require adaptability and a results-driven mindset. My leadership style is built on trust and empowerment, enabling my team to unlock their full potential. With a strong focus on commercial success, I excel at identifying sales opportunities, strategic planning, and fostering a positive workplace culture.

Committed to continuous growth, I am currently pursuing a Level 5 Leadership and Operations Management apprenticeship to further enhance my leadership and operational expertise. My goal is to progress to a branch manager role within the next two years.

Overview

5
5
years of professional experience

Work history

Team Manager

Waitrose & Partners
Uttoxeter, Staffordshire
01.2025 - Current
  • Successfully secured redeployment as E-Commerce Team Manager following the closure of Waitrose Hall Green.
  • Quickly integrated into the team, building strong relationships with partners to ensure a smooth transition.
  • Taken on ownership for Journey to the Summit - at present we have achieved maximum points for this and top of the region.
  • Developed and implemented a robust three-month action plan to enhance E-Commerce efficiency, increase sales volume, and drive overall profitability.
  • Led initiatives to improve the night team's picking process, including hands-on support during night shifts to optimise operations.

Team Manager

Waitrose & Partners
Hall Green, Birmingham
04.2022 - 01.2025
  • Successfully driven a results-focused culture, positioning the branch as one of the highest-performing in the region for key retail and e-commerce metrics, including SMA, consistency, FPWS, OSA, Perfect Order, Depart on Time, Delivery on Time, and Microlise scores.
  • Worked collaboratively with the management team and key partners to enhance customer satisfaction, achieving a 64% CSAT score in 2023 - ranking 2nd in the estate of circa 330 branches.
  • Led the growth and expansion of ODG, resulting in an online open rate of 99.83% YTD, and sales of approximately £40,000
    per week, whilst instilling a positive culture around the platform for partners.
  • Tableau Champion for the branch, ensuring accurate reporting, holding teams accountable for performance, and fostering a culture of continuous improvement.
  • Simpler Shops lead for branch, delivering a successful transition of the Simpler Shops programme to BAU sign-off ahead of
    schedule, showcasing significant region-topping consistency standards in stock management, and a deep understanding of
    processes.
  • As the Vehicle Release Manager, I successfully navigated through multiple deliver audits to ensure we are operating in a
    safe manner, resulting in a 'Low Risk' score.
  • Led the implementation of a driver template in collaboration with central stakeholders, improving 'Perfect Order' and CSAT metrics while reducing driver costs by 125 hours per week.
  • Driven a compliance culture within the team in regard to Challenge 25. This has resulted in a 100% pass rate in test
    purchases since joining the branch for e-commerce.
  • Led and developed a diverse team, line managing 48 partners, with a strong focus on people development and performance management.
  • Selected to step up as lead Team Manager to oversee branch closure while the Branch Manager managed two locations.
  • Played a key role as Group Consultation Representative during the closure of a branch, delivering Individual Consultations and supporting impacted Partners.
  • Achieved all of the above whilst navigating through exceptional levels of sickness absence (YTD 8.68%) whilst under on pay
    budgets (YTD -3.54%), developing strong absence and performance management skills.


Team Manager

Waitrose & Partners
Harborne, Birmingham
01.2022 - 04.2022
  • My primary responsibility was managing the night operations at the Harborne branch. In this role, I successfully planned, executed, and often exceeded expectations by effectively leading the team and leveraging partners' strengths.
  • Conducted end of year partner conversations and regular performance conversations with the team, highlighting training and development opportunities.
  • Expanded on my people management skills, learning a different area of the branch to enhance my own skills and knowledge.
  • Nominated as the Election Champion for the branch and successfully communicated the importance of a forum representative in the branch, achieving two representatives to fulfil this role.
  • Coached and developed new partners in the branch to hit high standards and complete their work within timings. As well as this, I supported Partners with their own development opportunities in the business through the apprenticeship scheme.
  • Created a night planning board so partners have the independence and structure to know what role is expected of them on their shift, and to assist the Team Leaders in helping to plan and run the nights. This also resulted in an improvement in communication, as well as consistent performance.

Assistant Team Manager

Waitrose & Partners
Harborne, Birmingham
09.2021 - 01.2022
  • Implemented a new planning board to help structure the daily operation of the store, which has resulted in the branch aligning more to the BDOM, and many tasks which had been forgotten about being completed consistently.
  • Built and maintained relationships with the team, increasing motivation for the team, including giving appropriate recognition to further boost morale in a branch that is struggling with partner engagement.
  • Assigned areas of ownership to many partners to oversee different areas, which I have managed through these partners to ensure I am hitting targets.
  • Implemented stock management procedures back into the branch, as this was not regularly happening, including tracking these with a bespoke stock management report I created.

Supermarket Assistant

Waitrose & Partners
Newport, Telford
11.2019 - 09.2021
  • Was part of a small team of lead partners in branch, regularly running the shop floor operation and completing CSL slots. Taking a democratic approach with Partners to really push for high levels of performance.
  • Tasked with overseeing the ambient section of the branch. I was responsible for achieving excellent scores of availability, which I accomplished by instilling SMA routines and using a data led approach to go through various reports to drive availability.
  • Maintained high back-of-house standards in the ambient warehouse; this was extremely important to running an efficient section, as SMA was more accurate, and less time-consuming.
  • Delegated specific responsibilities, such as managing the drinks section, and coached partners on stock management procedures and standards, enhancing overall team capability.

Education

level 5 Leadership Apprenticeship -

Hart Learning
07.2023 -

Babcock International level 4 Retail Management -

Distinction
2022

A-Levels -

Idsall School
Telford
2020

GCSEs -

Idsall School
Telford
2018

Skills

  • Full UK driving licence and ability to work flexibly across multiple locations
  • Significant knowledge of Waitrose shop operations
  • Skilled in Tableau and data analytics for operational improvements
  • Experienced in team leadership and development
  • Regulatory compliance management
  • Strong stakeholder management and collaboration at management level
  • Experience for continuous improvement ideas and implementation with the ability to use data and insights to develop a long term strategy

Timeline

Team Manager

Waitrose & Partners
01.2025 - Current

level 5 Leadership Apprenticeship -

Hart Learning
07.2023 -

Team Manager

Waitrose & Partners
04.2022 - 01.2025

Team Manager

Waitrose & Partners
01.2022 - 04.2022

Assistant Team Manager

Waitrose & Partners
09.2021 - 01.2022

Supermarket Assistant

Waitrose & Partners
11.2019 - 09.2021

Babcock International level 4 Retail Management -

Distinction

A-Levels -

Idsall School

GCSEs -

Idsall School

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