Matthew Mcleod

• Promoted to manage a higher turnover store, with responsibility for overseeing a higher turnover SWAS and ensuring seamless integration with the broader retail environment.
• Led and developed a team of diverse staff, implementing tailored training and development plans to enhance individual performance and support succession planning.
• Introduced new operational strategies that improved customer service delivery and streamlined store processes, contributing to a measurable increase in customer satisfaction.
• Introduced new operational strategies that improved customer service delivery and streamlined store processes, contributing to a measurable increase in customer satisfaction.
• Collaborated with wider store teams to address specific needs of the business, ensuring product range and stock management aligned with regional sales targets.

In this role, I was entrusted with managing a significant portion of the store, encompassing three departments and overseeing the store’s trade proposition. I led a high-performing team, driving year-over-year results through effective leadership, operational strategies, and a focus on continuous improvement. My key responsibilities included:

• Customer Service Excellence: Ensured the delivery of outstanding customer service, consistently exceeding customer satisfaction targets and fostering positive relationships.
• Retail Standards: Maintained high retail standards, ensuring the store met B&Q’s quality and visual merchandising guidelines, contributing to an optimal shopping experience.
• Team Leadership and Development: Managed a team of staff, overseeing rotas, holidays, and performance management. Delivered staff training, inductions, and development programs to boost productivity and career progression within the team.
• Campaign and Seasonal Management: Successfully implemented company campaigns and managed large seasonal setups, ensuring timely completion and alignment with sales targets.
• Stock Management: Optimized stock levels and managed inventory to minimize waste and maximize sales opportunities. Maintained accurate stock records and coordinated deliveries.
• Operational Responsibilities: Took on cash office duties, ensuring cash handling procedures adhered to company policies. Managed store maintenance and enforced health and safety standards to ensure a safe working environment for all.
• Sales and KPIs: Accountable for delivering sales growth and meeting key performance indicators (KPIs), consistently achieving or exceeding targets.
• Duty Manager: Acted as Duty Manager, independently running store operations, including opening and closing procedures, managing staff during peak periods, and ensuring smooth day-to-day operations.
• Driving the Retail Plan: Led the implementation of B&Q’s Retail Plan within my department, driving performance and ensuring alignment with broader company goals.

following the completion of my apprenticeship, B&Q underwent a structural change that created an opportunity for me to step into a Team Leader role. In this position, I was responsible for managing my own department and taking full accountability for its day-to-day operations. My key responsibilities included:

• Team Management: Led a team of staff, ensuring optimal performance and fostering a collaborative environment to achieve department goals.
• Staff Development: Delivered training, inductions, and ongoing development to support team members in growing their skills and enhancing productivity.
• Sales Growth: Focused on delivering and exceeding sales targets through effective product placement, customer service, and team performance.
• Campaign Planning and Execution: Strategically planned and implemented in-store campaigns, ensuring alignment with company objectives and driving engagement with customers.
• Product Range Implementation: Assisted internal and external teams with the introduction of new product ranges, ensuring seamless integration and effective merchandising.
• Duty Manager: As part of my leadership responsibilities, I completed training to become a Duty Manager, taking on keyholder responsibilities and ensuring smooth store operations, including opening and closing procedures. This role also involved independently running shifts outside of normal operating hours.

• Just before my first full year at B&Q I was perused to undertake a new role that was introduced, this required me to complete an apprenticeship that lasted a year
• I was tasked with being curious in my role to further my development, as well as supporting the Trading Manager in department operations
• In this role I was required to:
• Manage and delegate to staff in the Managers absence
• Manage the staff rota
• Organize and plan stock management with the Trading Manager
• Train and induct staff
• Deal with customer complaints
• Assist in implementing company campaigns and promotions
• I was also giving my own area of responsibility which I was measured on within the department to look after, this allowed me to gain experience running a sub category of the department to further my development to seek a higher role within the company, I had to:
• Maintain high levels of standards
• Ensure stock was on sale and database was correct
• Ensure that stock management was accurate
• Check performance metrics to drive sales
• Assist In implementing new ranges of products

I began my career at B&Q as a part-time Customer Advisor in the Garden Centre, with the goal of transitioning to full-time employment, which I achieved within six months. In this role, I provided outstanding customer service across multiple departments and developed a broad range of skills that contributed to the smooth operation of the store. My key responsibilities included:

• Customer Assistance: Provided expert advice and assistance to customers across various departments, ensuring a high level of customer satisfaction.
• Point-of-Sale Operations: Operated tills and processed transactions efficiently, handling customer purchases and returns.
• Team Collaboration: Worked closely with colleagues to ensure seamless store operations, maintaining a cohesive approach to customer service and overall store performance.
• Department Standards: Maintained high retail standards within the Garden Centre, ensuring products were well-stocked, well-presented, and readily available.
• Order Management and Contracts: Placed customer orders, managed finance agreements, and processed contract details for B&Q services.
• Promotions and Engagement: Actively promoted B&Q’s loyalty programs, including the B&Q Club and Trade Cards, increasing customer engagement and brand loyalty.
• Area Management: Managed my designated area within the store, ensuring it met company standards and contributed to an exceptional shopping experience.

Skills Developed:

• Multi-Skilled Expertise: Gained proficiency in operating the timber saw to cut wood for customers, as well as handling power pallet trucks, Mobile Elevated Working Platforms (MEWPs), and forklifts, contributing to enhanced operational efficiency.

• Before my temporary contracted ended I was offered a permanent position where I would work in menswear, this role required me to:
• Provide great customer Service
• Process transactions and refunds
• Work and organise stock from the daily delivery
• Maintain high standards in the department
• Answer calls and place orders
• Promote and engage with customers about the company's loyalty scheme
• Set up promotions
• Merchandise and rotate stock

• I was employed as a Christmas temp to help manage the the increased input of stock into the company at their busiest time, shortly after staring I was offered more hours to work a split role in helping the shop floor with day to day tasks
• My duties in these roles were:
• Unloading and organizing delivery's by department
• Storing overstock in relevant locations
• Preparing stock by department requests
• Reorganizing/relocation of where products were stored in the stockroom
• Processing cash transactions and refunds
• Check stock levels and place orders
• Organist stock maintain a tidy shopping environment for customers