James Brook
Edinburgh,Scotland
Summary
Operational leader with 11 years of progressive experience at Vodafone, rising from Adviser to Senior Store Manager and Franchise Operations Manager overseeing 4 stores and 30+ staff. Proven record of delivering top-tier performance in FCA-regulated environments, driving compliance, safety, and commercial excellence. Calm, structured, people-focused and customer obsessed.
Overview
12
12
years of professional experience
Work history
Senior Store Manager
Vodafone UK
2024.01 - 2026.08
- Lead store operations, performance, compliance, and customer experience.
- Provide regional support across multiple stores, assisting with performance recovery, leadership coaching, and operational consistency.
- Successfully led teams through TUPE transfers, ensuring stability, clarity, and strong communication during organisational change.
- Build high-performance culture through coaching, clarity, and structured routines.
- Deliver consistent KPI results across sales, service, and operational standards.
Franchise Operations Manager
Vodafone Emaar Telecoms Ltd
2021.01 - 2024.01
- Oversaw FCA-regulated franchise operations, ensuring full compliance and audit excellence.
- Managed 30+ staff across 4 stores, delivering top-quartile performance regionally.
- Improved audit scores and operational discipline through structured routines.
- Delivered sustained KPI uplift and customer satisfaction improvements.
- Recognised as a top-performing franchise operation within Vodafone’s network.
Retail Store Manager
Vodafone
2020.01 - 2021.01
Retail Assistant Manager
Vodafone
2017.01 - 2020.01
Retail Technical Adviser
Vodafone
2016.01 - 2017.01
Retail Sales Adviser
Vodafone
2015.01 - 2016.01
Skills
- Multi-site operational leadership
- Regional operational support
- TUPE transition leadership
- Workforce management (30 staff)
- FCA-regulated compliance & audit discipline
- KPI delivery & performance uplift
- Recruitment & retention
- Daily operational excellence
- Coaching & capability development
- Customer obsession
- Problem solving under pressure
- P and L responsibility
Accomplishments
- Progressed through six roles in 11 years, demonstrating strong leadership growth.
- Successfully led multi-site franchise operations with 30+ staff.
- Provided regional operational support, strengthening performance across multiple stores.
- Led teams through TUPE transfers, maintaining morale, clarity, and operational stability.
- Improved compliance and audit scores through disciplined operational routines.
- Rebuilt team culture and delivered sustained KPI uplift across multiple stores.
- Recognised for calm, structured leadership in fast-paced, high-pressure environments.
Timeline
Senior Store Manager
Vodafone UK
2024.01 - 2026.08
Franchise Operations Manager
Vodafone Emaar Telecoms Ltd
2021.01 - 2024.01
Retail Store Manager
Vodafone
2020.01 - 2021.01
Retail Assistant Manager
Vodafone
2017.01 - 2020.01
Retail Technical Adviser
Vodafone
2016.01 - 2017.01
Retail Sales Adviser
Vodafone
2015.01 - 2016.01