Julia McVicar
Lichfield,Staffordshire
Summary
Senior Leader with solid background in retail operations and customer service. Skilled in identifying and leveraging new business opportunities and implementing process improvements. Manages multiple locations and teams while achieving sales goals and improving customer satisfaction.
Overview
24
24
years of professional experience
Work history
Regional Manager/Senior Leader
Sky Group Limited
West Midlands and Wales
10.2018 - 11.2024
- Responsible for the West Midlands & Wales operation consisting of Shops, hubs, and pods across 7 territories c.90 advisors/leaders, selling premium TV and Mobile contracts.
- Achieving all core KPIs with a regional profit exceeding £2m.
- Instrumental in owning and delivering National growth plans 2023 increasing sales by service £7.5m.
- Changing culture by embedding a new customer framework to add value for our customers through our product portfolio.
- Developed strategies for optimal market penetration.
- Enhanced team's performance with regular coaching and feedback.
- Provided crucial input into strategic planning, shaping company direction and focus.
- Liaised regularly with head office to ensure alignment of regional goals with overall company objectives.
- Navigated challenging market conditions to maintain steady growth in the region.
- Oversaw training programmes for new hires, facilitating their quick integration into teams.
- Tracked key performance metrics to identify areas requiring improvement.
- Assisted with employee relations issues, using emotional intelligence and diplomatic communication to resolve grievances.
- Deployed promotional campaigns to complement regional initiatives.
- Achieved business objectives and benchmarks through strategic planning.
- Implemented change management and network restructuring strategies to address underperforming areas.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Created and led successful business culture focused on performance.
- Worked with board of directors to establish objectives and decisively lead operations.
- Maintained agile, responsible organisation with sustained revenue growth by monitoring industry forecasts, honing budgets and adjusting marketing strategies.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Initiated aggressive hiring push and training of industry-renowned candidates to drive organisational improvements.
Area Manager
Sky Group Limited
Birmingham
12.2010 - 10.2018
- Developed and implemented customer frame work to increase sales/profitability across the region
- Submissions including a bespoke Tenure App to improve the customer journey and reducing sales team call wait times saving the business £802k per year
- Evaluated sales and service processes to generate targeted improvement strategies and increase revenue opportunities.
- Understanding service/operations, margins, costs, and expenditures to ensure business targets, sales, quality, risk management metrics were met
- Driving performance through behaviour by Coaching and Succession Planning
- Experienced in sales techniques, needs based selling and sales effectiveness
Owner
Chameleon International
Redhill, Surrey
11.2007 - 12.2010
- Company Overview: A white label enterprise enabling overseas developers to have a UK presence with sales, marketing and PR consultancy dependent on their needs
- Business to Business Sales Account Management/Tendering contracts
- Averaging 17 contacts at any one time, across the UK, Ireland and Europe assigning advisors dependent on their needs from full sales support, training, marketing, data analysis etc
UK Sales Manager
Atlas International
Dorking, Surrey
10.2001 - 11.2007
- Responsible for UK and Ireland Sales.
- Reported directly to MD and FD with a company gross turnover in excess of €350 million p.a
- Responsible for delivering overseas investments through telephony and online channels delivering consecutive YOY sales/revenue growth
- Developed and recommended changes to the operating models, procedures, and practices
- Ownership of the people strategy for the sales and managed all staff recruitment, training, development, engagement, and retention
- Played an instrumental role in the design of advertising campaigns both direct and web
- Designing bespoke exhibition stands and overseeing the build and execution of large 3 days events at venues in London, Hong Kong, Singapore, Iceland
- Tendering and negotiating contracts with overseas developers
- Developed new partnerships for business growth.
- Travelled extensively meeting potential clients and establishing rapport.
Travelling/Working Overseas
Legal Secretary
Australia
09.2000 - 09.2001
- Hong Kong, New Zealand, Australia, SE Asia
Education
CMI Level 3 First Line Management - QCF
Sky UK
Certified “Dare to Lead” - undefined
Brene Brown
Entrepreneurial Women - undefined
Sponsored by Natwest
NVQ level 3 - Business
Business and Commerce
West Kent College, Tonbridge, KentSkills
- Cultural Change and Change Leadership
- Customer Centricity
- Stakeholder Engagement
- Market Analysis
- Profit and Loss Analysis
- Regional sales strategy
- Revenue growth
- Organisational structuring
- Leadership excellence
- Solution-Oriented thinking
- Conduct management
- Financial Forecasting
- Business development and planning
- Mentoring and coaching
Custom
- Solid and proven ability in successfully leading large-scale sales operations.
- Meticulous attention to detail, with a passion for compliance and protecting the brand.
- Successful record in delivering commercial opportunities/projects into the operation as BAU.
- Experienced in changing culture to ensure we are customer centric.
- Skilled in producing analysis for management and key business stakeholders.
- Passionate leader and effective communicator to delivering key messages to stakeholders.
- Significant experience in identifying risks and opportunities in a dynamic competitive market.
Accomplishments
- 2022 Lean into Leaning” programme won Gold Award Best Employee at Customer Experience awards (CX Award).
- 2020/21 Successfully upskilled c.600 retail advisors to support customer demand in our contact centres through Covid which won Silver at the 2022 Customer Experience Awards (CX Award).
- 2019 ‘Retail Engage Awards - Won Best Customer and Engagement Programme.
Timeline
Regional Manager/Senior Leader
Sky Group Limited
10.2018 - 11.2024
Area Manager
Sky Group Limited
12.2010 - 10.2018
Owner
Chameleon International
11.2007 - 12.2010
UK Sales Manager
Atlas International
10.2001 - 11.2007
Travelling/Working Overseas
Legal Secretary
09.2000 - 09.2001
Certified “Dare to Lead” - undefined
Brene Brown
Entrepreneurial Women - undefined
Sponsored by Natwest
CMI Level 3 First Line Management - QCF
Sky UK
NVQ level 3 - Business
Business and Commerce
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