Joanne Webster
Musselburgh,UK
Summary
Experienced retail manager with a demonstrated history in customer care and client relations. Adept at managing cross functional environments whilst upholding the highest standards of integrity and attention to detail. Passionate about delivering an exceptional customer journey through strong interpersonal skills and excellent time management.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Showroom Manager
IOLLA Ltd.
Glasgow
04.2024 - Current
- Delivers an exceptional end to end customer experience, through an authentic and tailored approach, regularly reflected in Trust Pilot reviews. Oversees all client relationship management through effective use of NetSuite and Salesforce software suites.
- Advises customers on product selection based on prescription and purpose, with the goal to achieve customer satisfaction at collection stage.
- Ensures all client data is transcribed and stored accordingly, maintaining GDPR compliance. Confidently handles product support appointments in a reassuring and professional manner.
- Leads a team of 6, providing comprehensive training and regular performance reviews.
- Oversees all aspects of store operations, adhering to budgets and compliance. Effective management of all stock, including weekly inventories, stock rotation and reacting to sales data. Regular reporting to line manager on showroom performance.
- Builds strong relationships within the community, actively seeking partnership opportunities.
- Collaborates effectively throughout the wider business; working cross functionally to deliver the operational goal.
Area Sales & Operations Manager
size?
North UK
02.2023 - 03.2024
- Managed sales and operational activities across the North region through P&L management and commercial strategy implementation, all geared towards safeguarding and enhancing the profitability of the business.
- Coordinated the development of eight teams, overseeing all aspects of recruitment, onboarding, and mentoring processes. Conducted interviews and facilitated performance reviews, demonstrating effective communication skills and promoting employee growth and development.
- Ensured accuracy in report writing and conducted thorough data analysis to drive informed decision-making, achieve KPI's and exceed business targets.
- Represented the business at conferences and engagement forums, effectively communicating key messages and building positive relationships with stakeholders.
- Played a key role in weekly and monthly meetings, contributing to strategic planning and fostering collaboration among team members.
- Led team-building days and facilitated successful store openings, coordinating efforts across departments for seamless execution and ensuring a positive customer experience.
Retail Support Manager
size?
UK
08.2019 - 02.2023
- Directed the operations of three subsidiary businesses while facilitating their integration into the larger group framework. Leveraging extensive experience, led transformative change initiatives, proactively challenging existing processes to pinpoint opportunities for improvement and ensure alignment across the group.
- Managed multiple projects simultaneously, demonstrating critical thinking and problem-solving abilities during complex migration processes. Exhibited strong time management skills in balancing various responsibilities and prioritising tasks effectively.
Store Manager
size?
Edinburgh / Newcastle Upon Tyne
01.2014 - 10.2018
- Achieved exceptional customer service standards through proactive feedback mechanisms, regular training including staff incentive strategies.
- Oversaw all recruitment responsibilities from interviews to onboarding and mentoring processes whilst ensuring GDPR compliance throughout.
- Proficient in HR practices including conducting counselling sessions and managing disciplinary proceedings.
- Maintained consistent compliance with stock audits, internal deliveries and inter-branch transfers.
- Conducted thorough fire safety checks on a daily, weekly and monthly basis, ensuring team-wide compliance with up-to-date E-Learning modules.
- Implemented all visual merchandising strategies whilst using data analysis to make confident decisions ensuring profitability.
- Coordinated all administrative duties including rosters, wage control, banking and payroll, ensuring smooth operations throughout all facets of the business.
Customer Advisor
size?
Edinburgh
01.2011 - 01.2014
Customer Advisor
Office Shoes
Edinburgh
01.2008 - 01.2011
Education
Scottish Higher Qualifications - undefined
Beeslack Community High School
01.2003 - 01.2009
Skills
- MS Office
- Google Workspace
- CRM Systems
- Organisation
- Schedule Management
- Customer Service
- Written & Verbal Communication
Additional Information
Full UK Driving Licence, Welfare Champion, IOSH Leading Safely certified
Timeline
Showroom Manager
IOLLA Ltd.
04.2024 - Current
Area Sales & Operations Manager
size?
02.2023 - 03.2024
Retail Support Manager
size?
08.2019 - 02.2023
Store Manager
size?
01.2014 - 10.2018
Customer Advisor
size?
01.2011 - 01.2014
Customer Advisor
Office Shoes
01.2008 - 01.2011
Scottish Higher Qualifications - undefined
Beeslack Community High School
01.2003 - 01.2009
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