Mathew Willis-Payne
Southampton,Hampshire
Summary
Dynamic professional with a robust skill set in leadership, conflict resolution, and proactive planning. Demonstrates expertise in internal audits, audit risk assessments, and health and safety compliance, ensuring adherence to relevant regulations. Proven track record in customer-focused strategies and visual merchandising, enhancing team leadership capabilities while minimising wastage. Committed to continuous improvement through effective rota and holiday planning. Aspires to leverage skills in a challenging role that fosters growth and innovation.
Overview
31
31
years of professional experience
Work history
Section leader / Shift leader
The Company Shop
Southampton, Hampshire
2025.04 - Current
- Motivated team members towards achieving sales targets.
- Promoted a positive work environment for higher staff morale.
- Managed stock levels to reduce waste and increase profitability.
- Liaised with other departments, ensured seamless cooperation.
- Resolved customer complaints swiftly, improved customer retention rate.
- Evaluated employee performance regularly, identified areas for improvement.
- Ensured smooth running of section, improved overall efficiency.
- Handled challenging situations calmly, ensured minimal disruption to operations.
- Enhanced customer satisfaction by resolving issues promptly and effectively.
- Trained new hires, resulted in increased productivity.
- Delegated tasks effectively to meet business demands.
- Organised weekly rota for optimal staff coverage.
- Carried out day-to-day duties accurately and efficiently.
- Successfully delivered on tasks within tight deadlines.
- Oversaw daily operations to achieve high productivity levels.
- Worked flexible hours, covering nights, weekends and bank holidays.
Assistant Manager
TYPO
2022.07 - 2025.04
- Day to day running of the store in the Managers absence
- Opening and closing of the store securely
- Liaoning with the area manager on tasks needing actioning
- KPI driven performance focus
- Staff coaching
- Customer focus on the shopfloor and phone
- Stock replenishment
- Visual merchandising to plan
- Targets, ATV, add on sales, Loyalty card sign-ups.
- Wage costs, targets, sales per laboured hour (SPLH)
- Hiring new staff and doing monthly reviews and onboarding including their development plans within and outside work
Assistant Auditor
Holland & Barrett
SOUTHAMPTON, Hampshire
2018.03 - 2022.07
- Audited stock on the shop floor and back areas using a handheld terminal (scanner).
- Identified incorrectly placed stock.
- Rechecked any incorrect counts (discrepancies) and corrected them on the back-office computer.
- Used inventory management system to maintain accurate records.
- Conducted stock counts of storeroom inventory and notified chief auditor
- Recorded and reported missing stock or lost inventory to chief auditor
- Monitored, recorded and helped with investigations of missing stock.
- Weighed received goods and noted discrepancies in system records.
Manager
Holland & Barrett
Wells, Somerset
2016.05 - 2018.02
- Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences.
- Recruited high-performing and accomplished team members, nurturing talent to develop skilled and capable workforce.
- Supervised and mentored junior team members, providing detailed instructions and guidance to maximize team efficiency.
- Established strategic monthly sales goals, communicating priorities to staff and closely tracking progress to ensure success.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivising staff to continually achieve and exceed expectation.
- Championed professional development and high performance by overseeing employee recognition programme.
- Led recruitment, hiring and onboarding activities, training new joiners in operational processes and conducting probationary performance reviews.
- Supervised, defined and delegated tasks to employees, driving efficiency to meet key productivity targets.
- Monitored staff performance, continually seeking ways to improve team delivery for optimized financial success.
- Maintained positive, professional working environment to optimize staff and customer satisfaction.
Assistant Manager of Sales
Holland & Barrett
Taunton, Wells, Somerset
2006.10 - 2016.05
- Monitored sales team performance and provided effective training to help reach targets.
- Liaised with customers to determine needs and provide recommendations.
- Planned and executed promotional in store events to increase business and sales revenues.
- Drove revenue and profit margins through exceptional customer service, implementing protocols and investigating sales reports for speedy resolution.
- Created strategic sales plans, designed to increase sales, customer loyalty and market awareness.
- Educated customers on available processes and services.
- Maintained friendly and professional customer interactions.
- Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.
- Mentored employees in successful selling techniques and encouraged cross-selling additional products and services.
- Boosted team morale and overall sales volume by creating incentivising sales contests.
- Recruited, interviewed and hired people adding value, skills and experience to sales team.
Key Holding Supervisor
£Stretcher
Taunton, Somerset
2000.05 - 2006.09
- Responded to customer inquiries with relevant information.
- Checked inventory system to locate items at other stores for enhanced customer experience.
- Delegated tasks to specific employees based on individual knowledge and strengths.
- Held team to company policies and best practices in customer service.
- Delegated tasks to employees based upon individual strengths and experience.
- Planned and updated work schedules for optimal coverage of expected business needs.
- Implemented strategic plans to increase sales revenue and footfall.
- Taught staff how to handle difficult situations with calm and professionalism.
- Monitored department for signs of theft and implemented corrective actions to prevent recurrence.
- Mentored newly hired staff in upselling techniques, customer service and product expertise.
- Processed credit card and cash payments with accuracy.
- Led recruitment efforts by interviewing, hiring and onboarding new employees.
- Oversaw entire stock management process, including receiving incoming merchandise, shelf replenishment and shrinkage control.
Warehouse associate/Administration
New Look
WEYMOUTH, Dorset
1995.05 - 2000.02
- Ensured order accuracy by reviewing purchase orders and counting stock before sealing boxes.
- Used warehouse data systems to obtain information on stock specifications, product location and inventory count.
- Inspected products for damaged or defects before dispatch, reporting issues to shift manager promptly.
- Assisted in the picking, packing, wrapping and dispatching of warehouse orders daily.
- Liaised with managers to obtain information on incoming deliveries and orders to dispatch.
- Processed incoming stock by checking invoices to ensure order accuracy and loading into correct departments.
- Understood warehouse product placement, enabling efficient picking and packing services.
- Assisted team members with picking, packing and processing tasks to increase overall warehouse efficiency.
- Restocked shelves with strict attention to detail, utilizing time management and organization skills to maximize efficiency.
- Picked orders to meet productivity targets.
- Transferred materials weighing up to 10kg above head using safe manual lifting techniques.
Skills
- Leadership
- Conflict resolution
- Internal audits
- Audit risk assessments
- Customer focused
- Proactive planning
- Knowledge of relevant regulations
- Health and Safety Compliance
- Visual merchandising
- Team Leadership
- Wastage minimisation
- Rota and holiday planning
Timeline
Section leader / Shift leader
The Company Shop
2025.04 - Current
Assistant Manager
TYPO
2022.07 - 2025.04
Assistant Auditor
Holland & Barrett
2018.03 - 2022.07
Manager
Holland & Barrett
2016.05 - 2018.02
Assistant Manager of Sales
Holland & Barrett
2006.10 - 2016.05
Key Holding Supervisor
£Stretcher
2000.05 - 2006.09
Warehouse associate/Administration
New Look
1995.05 - 2000.02