Kim Offord
Romford,Essex
Summary
A tenacious professional with a mature and responsible approach. Applies a strong work ethic and motivational skills to achieve targets, as well as colleague and customer satisfaction. Extensive experience in retail and operational management, experienced in teamwork to achieve objectives on time and with excellence. Excellent at handling multiple tasks and working under pressure.
Overview
25
25
years of professional experience
Work history
Deputy Manager
B&Q Ltd
Gravesend, West Thurrock & Greenwich, London
2019.10 - 2026.01
- Supervise and motivate team of 70 colleagues, Engage in development programmes to update knowledge and grow expertise, Handled day-to-day running of the store, alongside Unit Manager, ensuring high levels of productivity and progression, Responsible for stocktaking and operational audit, Support colleagues in improving operations and resolving issues to deliver outstanding customer service, Manage team of Managers and Team leaders overseeing hiring, training, and professional growth of colleagues, Deliver an exceptional level of service to each customer by listening to concerns and answering questions, Health and Safety and Audit compliance, Management of store P&L account.
Trading Manager & Replenishment Manager
B&Q PLC
Romford, West Thurrock & Beckton, London
2003.10 - 2019.10
- Managed workflow to exceed quality service goals, Shared best practices for sales and customer service with other team members to help improve shop's efficiency, Strategically scheduled team members to maintain optimum staffing levels at all times, Fostered positive work environment by consistently treating all employees and customers with respect and consideration, Recognised and rewarded outstanding work performance to cultivate positive and collaborative customer service culture, Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals, Identified individual development needs with appropriate training, Provided accurate, specific and timely performance feedback for colleagues and peers, Strong leader of colleagues.
Customer Advisor
B&Q PLC
West Thurrock, Essex
2001.04 - 2003.10
Education
National diploma -
Havering college of Higher education
RomfordSacred Heart of Mary School
UpminsterSkills
- Team leadership
- Organisational skills
- Self-motivated
- Collaborative team player
- Customer Relationship Management (CRM) software
- Adaptable and flexible
- Decision making
- Problem solving expertise
- Time management
- Communication excellence
- Trusted key holder
- Commercial acumen
- Stock Management expertise
- Resilience and perseverance
- Self awareness
- Colleague training and development
- Computer literacy
- Operational auditing skills
- Health and safety compliance
- Colleague scheduling proficiency
- Change management
- Colleague recruitment and onboarding
- P&L management
Accomplishments
- Completed a level 4 retail Management Apprenticeship For the End point assessment, I developed a same day delivery service model that reduced customer waiting times from 3 days to under 8 hours, using a tiered pricing strategy that was financially sustainable. This project earned a distinction for business project excellence.
- National Peoples Forum representative for the Leaders of Region Elected for a 3-year term, as an NPF peer representative, I championed constituents’ interest by consulting on business proposals and ensuring their voices informed executive business decisions. My advocacy fostered inclusive business practices and increased member engagement.
- Gender Network representative for region 16 As the regional Gender Network representative, I established the first regional lean in circle, to foster peer-to peer and leadership development for women. I personally completed the Circle leader training, curated a monthly curriculum and oversaw the successful launch in July 2025. Due to its proven impact the program will be adopted by all regions in March 2026
- Project Development - redevelopment of West Thurrock store in 2006 and 2016 Co-led a facility modernisation project, co-ordinating between contractors and store teams to ensure zero operational impact. Organised layouts to maintain sales continuity, delivering both renovations on time and under budget, and with positive year on year sales growth.
- Promoted from Customer Advisor to Replenishment Manager within 2 years of employment. Joined B&Q as a customer advisor, aiming for career progression with a high-volume retail environment. Identified inefficiencies and took on additional task to improve availability, demonstrating a consistent performance improvement. Promoted to Replenishment Manager with 24 months, driving improved stock accuracy and product availability.
Interests and Hobbies
I am an avid fiction reader, I enjoy cooking and trying different cuisines and socialising with family & friends. My biggest passion is dogs, including caring for, exercising and spending time with my own dog. I am a dog training instructor and have spent several years taking classes ranging from puppies up to competitive obedience training, as well as agility training.
Timeline
Deputy Manager
B&Q Ltd
2019.10 - 2026.01
Trading Manager & Replenishment Manager
B&Q PLC
2003.10 - 2019.10
Customer Advisor
B&Q PLC
2001.04 - 2003.10
National diploma -
Havering college of Higher education
Sacred Heart of Mary School