Luke Macphee

• Lead operational oversight for an area of six stores (£90m+ annual turnover), driving commercial performance, staff development, and continuous improvement of the customer journey.
• Manage and develop up to 160+ team members,responsible for onboarding, coaching and ongoing performance management.
• Analyse sales/KPIs and implement tailored action plans to improve store performance and profitability.

Achievements include:
1. Top 3 placed Area Manager year end BSC (BAG).
2. Top 3 most improved store year end BSC (BAG).
3. 2 x Top 3 placed store year end BSC (BAG).
4. 4 x 1st placed store month end BSC (GB).

• Responsible for co-ordinating and delivering the store refurbishment and new store opening schedule in Scotland.
• Oversee the operational impact of the refurbishment teams, ensuring the completion of all requirements within the desired deadline.
• Further oversight of contractor activities, ensuring solid working relationships to encourage long-term collaboration.
• Responsible for the forecasting, procurement and stock control of TTB equipment across Scotland.

Achievements include:

1. Outperforming the GB business on operational hours used per project (roughly -20%), across 2025.
2. £85k+ saved on projects YoY through changes implemented in the operation.

3. Established a Scotland based trolley refurb process for unfit trolleys, saving the region approx £30k vs buying new.

• Acted as the primary point of contact between Scottish Store Operations and national IT teams.
• Facilitated cross departmental meetings, providing regular updates on performance, deliverables and risks.
• Responsible for the rollout and implementation of a number of large scale IT related initiatives in Scotland.

Achievements include:
1. Successful deployment of the ESL rollout and server upgrade programme in Scotland.

2. Contributed to improvements in back-office performance, highlighted through reduced tickets raised.
3. Improved responsiveness from the business in periods of need through establishing an escalation procedure within region.

• Delivered data driven insights to a number of housing associations and local authorities across Scotland, promoting long term decision making & improvements in services within the sector.
• Carried out quantitative & qualitative research before transforming complex datasets into clear and concise recommendations to be presented to senior stakeholders and clients.
• Utilised analytical models to evaluate key operational contingencies for social landlords, informing strategies and risk management.