Summary
Overview
Work history
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic
Julien Lourdes

Julien Lourdes

Milton Keynes

Summary

Innovative, results-driven, and customer-focused leader with 20 years of experience in multi-site operations management across Retail, travel, and hospitality sectors. Proven track record of driving revenue growth, optimizing operational efficiency, and fostering a positive team culture. Skilled in P&L management, team leadership, and strategic planning. Known for exceptional problem-solving abilities and commitment to delivering outstanding customer service. Seeking a management position in the retail industry, with a focus on Retail Area/Operations Manager roles, leveraging transferable skills and expertise to drive business growth and operational excellence. Open to opportunities in the automotive industry, capitalizing on extensive operational experience and strong leadership capabilities.

Overview

18
18
years of professional experience
1
1
Certification

Work history

Retail Area Manager

Travelex Foreign Exchange
02.2023 - 07.2023
  • Achieved outstanding optimization rates of 99% across all 15 stores within a remarkable six-month timeframe, swiftly revitalizing previously closed stores and extending operating hours at active locations to meet customer demand
  • Spearheaded the recruitment and rigorous training of numerous new team members within compressed timelines, ensuring swift onboarding and seamless integration into operational workflows
  • Implemented targeted coaching initiatives, role-playing exercises, and intensive boot camps to elevate the average customer spend, resulting in notable increases in transaction volumes and average transaction values (ATV) across the entire area
  • Orchestrated impressive year-over-year (YOY) growth in transaction volumes and ATV throughout the area, demonstrating a keen ability to drive sales performance and revenue generation
  • Achieved a market-leading add-on product sales rate of 71%, surpassing industry benchmarks, through comprehensive staff training programs and highly effective coaching methodologies, including immersive boot camps, tailored training sessions, and personalized one-on-one coaching sessions
  • Ensured stringent adherence to audit standards, with all locations passing audits under my tenure, and promptly addressing any identified shortcomings through strategic action planning and implementation to drive continuous improvement and operational excellence
  • Expanded operating hours to seven days a week across six locations, enhancing accessibility and convenience for customers while maximizing revenue potential and operational efficiency.

Area Manager – Multi Store

Hertz UK
08.2018 - 12.2022
  • Consistently achieved top profitability nationwide, demonstrating a strong track record of delivering exceptional performance in P&L management
  • Conducted comprehensive SWOT analyses to pinpoint improvement opportunities, strategically directing efforts towards areas with the highest potential for enhancement
  • Strategically planned product availability to optimize productivity and drive overall business performance, ensuring seamless operations
  • Maintained a consistently robust EBITDA Margin, consistently exceeding industry standards and achieving a record-breaking 65%
  • Under my guidance and leadership, the Milton Keynes store consistently achieved top performance in terms of profitability within our organization
  • Played a pivotal role in enforcing health and safety policies, leading by example with a 100% compliance rate across stores, setting a benchmark for others to follow
  • Appointed to spearhead nationwide projects aimed at enhancing operational efficiency and improving the customer journey, contributing to organizational success
  • Successfully piloted various initiatives at my stores before nationwide implementation, ensuring their effectiveness and alignment with organizational goals
  • Significantly improved the Net Promoter Score (NPS) by 25%, indicating enhanced customer satisfaction and loyalty
  • Achieved a remarkable 45% increase in Damage Revenue and a 60% reduction in Damage deduction rate, optimizing revenue streams and minimizing losses
  • Personally managed relationships with key corporate accounts, driving growth and profitability through effective collaboration and strategic partnerships
  • Implemented rigorous cost control measures, reducing operating costs by 30% while surpassing performance targets
  • Designed and executed various operational efficiency improvement programs, resulting in enhanced productivity and cost savings
  • Exceeded new business development targets by an impressive 120%, ranking among the top performers nationally
  • Cultivated and maintained effective relationships with all stakeholders throughout my tenure, fostering collaboration and mutual success
  • Supported the successful expansion of the network, including the opening of new sites in the Luton area, contributing to business growth
  • Achieved a remarkable 100% full-time staff retention rate over four consecutive years, highlighting effective leadership and a positive work environment
  • Led large-scale organizational restructuring efforts, effectively managing business changes and ensuring operational continuity
  • Provided valuable support in designing policies and procedures, ensuring alignment with organizational objectives and regulatory requirements
  • Developed and implemented Reward and Recognition programs to enhance staff productivity and morale, fostering a culture of excellence
  • Provided support to Regional Manager cover, managing a portfolio of 35+ sites across the South UK
  • Efficiently managed scheduling for the area, optimizing staffing levels and resource allocation for maximum efficiency
  • Received consistently high ratings in Employee Voice surveys, reflecting strong employee satisfaction and engagement
  • Regularly received positive feedback from customers, further enhancing brand reputation and customer loyalty.

Area Manager – Multi Store

Hertz UK
12.2016 - 08.2018
  • Successfully transformed underperforming stores into profitable ventures through the implementation of targeted marketing campaigns, stringent cost control measures, and enhancements in operational efficiency
  • Notably, achieved significant turnaround at Plymouth, transitioning from negative margins to double-digit growth
  • Spearheaded the design and execution of a store refit project at Newquay Airport, substantially increasing the store's capacity to serve customers from a mere 10 to over 100, thereby enhancing operational effectiveness and customer satisfaction
  • Demonstrated consistent high performance on scorecards, consistently meeting or exceeding key performance indicator (KPI) targets across all operational metrics
  • Proactively identified and addressed root cause issues at Exeter Airport, effectively resolving operational challenges and optimizing store performance
  • Exceeded targets for Average Revenue per Day (ARPD), Revenue per Day (RPD), and transactional growth at all sites, particularly within airport locations, driving significant revenue growth and profitability
  • Strategically managed rostering for the area to maximize productivity and operational efficiency across all stores, ensuring optimal staffing levels and resource allocation
  • Achieved a remarkable 39% year-over-year increase in total revenue and boosted profit margin to 48%, contributing to substantial business growth and financial success
  • Expanded market share within the cluster by implementing strategic optimization initiatives, providing comprehensive staff training, and enhancing product availability
  • Enhanced overall customer satisfaction scores for the cluster by 25%, reflecting a commitment to delivering exceptional service experiences and meeting customer needs
  • Achieved a historic milestone with EBITDA Revenue surpassing one million, underscoring exceptional financial performance and operational success
  • Ensured comprehensive staff training programs were in place to equip employees with the necessary skills and knowledge to excel in their roles, thereby driving performance and productivity
  • Elevated staff morale through effective leadership and support initiatives, resulting in a high staff retention rate and fostering a positive work environment conducive to employee satisfaction and engagement
  • Recognized and nurtured talent within the organization, facilitating continuous professional growth and development for employees, resulting in numerous internal promotions and career advancements
  • Supported the network expansion program by successfully overseeing the opening of new sites in the area, contributing to business growth and market expansion efforts.

Store Manager - Airport Operations

Hertz UK
Bristol
12.2011 - 12.2016

Duty Manager

Osborne Hotel
Torquay
04.2005 - 12.2011

Education

Lean Six Sigma Black Belt -

Bachelor's Degree in Travel and Business Administration - undefined

Advanced GCSE Subsidiary (AS) in Economics and Psychology - undefined

Skills

  • Inventory Management
  • Supply Chain Optimization
  • Retail Operations Management
  • Multi-site Operations
  • P&L Management
  • Procurement
  • Sales Strategy
  • Customer Relationship Management (CRM)
  • Team Leadership
  • Financial Reporting
  • Budget Management
  • Strategic Planning
  • Performance Metrics Analysis
  • Process Improvement
  • Compliance Management
  • Vendor Management
  • Retail Analytics
  • Staff Training and Development
  • Inventory Control Systems
  • Forecasting and Demand Planning
  • Loss Prevention Strategies
  • Product Merchandising
  • Store Layout Optimization
  • Cross-functional Collaboration
  • Risk Management
  • Communication
  • Teamwork
  • Food Safety
  • Problem Solving
  • Research
  • Project Management
  • Customer Service
  • Adaptability

Accomplishments

  • Achieved a notable 39% year-over-year revenue increase and boosted profit margins to 48% in the Devon and Cornwall cluster, showcasing prowess in driving financial growth and operational efficiency.
  • Drove a substantial enhancement in customer satisfaction, elevating the Net Promoter Score (NPS) to an outstanding 65% at Bristol Airport, surpassing targets by a remarkable 18% and achieving a noteworthy 23% year-over-year improvement, showcasing a commitment to delivering exceptional service experiences.
  • Consistently drove remarkable growth in transactional growth, ATV, and conversion rates, resulting in an outstanding average performance surge of 30%.
  • Achieved a flawless 100% pass rate on financial audits across 14 locations, demonstrating meticulous adherence to audit and compliance standards.
  • Exceeded new accounts revenue targets by £1 million in FY2021, demonstrating proficiency in identifying and leveraging new business opportunities to drive organizational growth.

Certification

  • Mental Health First Aider
  • Level 3 Food Hygiene and Safety
  • Level 2 HACCP Training
  • Level 5 Emergency First Aid at work

Timeline

Retail Area Manager

Travelex Foreign Exchange
02.2023 - 07.2023

Area Manager – Multi Store

Hertz UK
08.2018 - 12.2022

Area Manager – Multi Store

Hertz UK
12.2016 - 08.2018

Store Manager - Airport Operations

Hertz UK
12.2011 - 12.2016

Duty Manager

Osborne Hotel
04.2005 - 12.2011

Lean Six Sigma Black Belt -

Bachelor's Degree in Travel and Business Administration - undefined

Advanced GCSE Subsidiary (AS) in Economics and Psychology - undefined

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Julien Lourdes