Melissa Pow
Carpenders Park,Hertfordshire
Summary
Accomplished professional with extensive expertise in change management, stakeholder engagement, and system implementation. Demonstrates exceptional skills in resource planning, project coordination, and process optimisation. Proficient in administrative tasks with a strong understanding of confidentiality practices. Committed to driving organisational success through effective process improvements and strategic resource allocation.
Overview
27
27
years of professional experience
Work history
Operational Support Coordinator
John Lewis Brent Cross
01.2014 - 07.2025
- Direct responsibility for support to the Leadership Team: Acting as a 'conscience figure' in decision-making, especially for decisions with significant risk or gain, using sound judgment and instinct.
- Financial Control: Managing a £13 million payroll budget.
- System Implementation Leadership: Serving as the Branch Champion for the implementation of Workday.
- Personnel & Recruitment Leadership: Overseeing all Personnel and Recruitment functions, including administration, payroll management, and legal compliance for 600 staff and 200 third-party consultant workers.
- Additional Operational Responsibilities: Managing Health & Safety, Accident Management, Emergency Procedures, and Branch Administration.
- Stakeholder Management: Collaborating with the Brent Cross Shopping Centre Support team and Head Office functions to ensure efficient back-of-house operations.
- Resource Management & Planning: Contributing to the Branch Steering Group to ensure optimal placement of people and resources, achieved through detailed trade pattern analysis for robust manpower succession planning.
- Safety and Emergency Planning: Implementing Emergency Plans and Fire, Health, and Safety policies to ensure the safety of all staff and customers in the 250,000 sq ft, 6-floor building, which is classified as the number one most complex building in the John Lewis portfolio.
Transition Manager Role Transformation
John Lewis Brent Cross
08.2024 - 02.2025
- Being the main point of contact and support between the branch and central teams to ensure the best Partner experience during proposed changes.
- Supporting leaders in developing the right mindset and capabilities to navigate the change.
- Collaborating with shop leadership to ensure adherence to timelines and two-way communication between the shop and central teams.
- Encouraging Partners to self-serve using the change site and being available to discuss any concerns.
- Encouraging nominations from Partners to be representatives for group consultation (GC).
- Providing local support for GC reps when sharing information to and from meetings with Partners.
- Supporting the Team Manager expert group as their primary point of contact for unresolved queries.
- Empowering Partners to be involved where possible to create positive experiences.
Deputy Lead, Shop Redeployment Team
John Lewis Brent Cross
03.2020 - 04.2021
- Ensures that the SRT is distributing JL&P resource into WR&P shops, whilst maintaining a good Partner experience considering the wellbeing of Partners in all that you do.
- Responsible for keeping the JL Regional Managers updated on where issues are being identified.
- Responsible for all Partner administration on PartnerLink and then Workday when it goes live in April, dealing with requests outside of Customer Service, planning the deployment of Partners.
Section Manager Womenswear
John Lewis Brent Cross
05.2011 - 01.2014
- Member of store Leadership Team, reporting to the Operations Manager Fashion, delivering operational leadership across a £15m floor in this unique and logistically challenged 230,000sqft operation.
- Leadership of 20 Partners with accountability for performance management, personal development and employee satisfaction.
- Direct accountability for £15m sales budget and KPI delivery across Customer, Profit, Staff and Shrinkage/Loss measures.
- Responsibility for end-to-end customer journey and relationship management of 20 brands and consultants to deliver a seamless customer experience.
Learning & Development Coach
John Lewis Watford
04.2010 - 05.2011
- Member of store Leadership Team, reporting to the Personnel Manager, delivering coaching and development to 80 manager's and over 400 Partners in this diverse, branch.
- Responsible for business partnering the Steering Group to deliver develop and implement a plan to deliver the HR strategy.
- Delivering shared responsibility and accountability of all HR organisational objectives.
- Acting as a change management expert who understands the issues, dynamics and impact of managing change at a non-management Partner and SM/DM level.
- On a day to day basis, I coached middle-leaders to deliver a performance focussed organisation.
Deputy Department Manager Childrenswear
John Lewis Brent Cross
12.2008 - 04.2010
- Member of Leadership Team, deputising for the Department Manager, delivering operational leadership across a £7m floor in this unique and logistically challenged 230,000sqft operation.
- Leadership of 5 Section Manager's with accountability for performance management, personal development and employee satisfaction.
- Direct accountability for £7m sales budget and KPI delivery across Customer, Profit, Staff and Shrinkage/Loss measures.
Department Manager Womenswear
John Lewis Watford
01.2008 - 12.2008
- Member of store Leadership Team, reporting to the General Manager Selling, delivering operational leadership across a £15m floor as a secondment opportunity to cover a period of leave.
- Leadership of 4 Section Manager's and 60 Partners with accountability for performance management, personal development and employee satisfaction.
- Direct accountability for £15m sales budget and KPI delivery across Customer, Profit, Staff and Shrinkage/Loss measures.
- Responsibility for end-to-end customer journey and relationship management of 20 brands and consultants to deliver a seamless customer experience.
- Responsibility for the operational excellence of the selling functions encompassing Womenswear, Lingerie and Swimwear.
- Translation of business wide strategy to local implementation - responsible for writing full year business plans to grow sales, protect margin and improve experience.
- A broader contribution the Leadership Team and duty management of the branch encompassing 80 managers and 800 staff; acting as the single point of escalation for all customer and people issues.
Various Section Manager & Partner roles
John Lewis Watford
12.1998 - 01.2008
- Various roles across all Selling directorates.
Education
Dr Challoners Grammar School For Girls 1991-1997
Skills
- Change management
- Stakeholder engagement
- System implementation
- Resource planning
- Project coordination
- Process optimisation
- Knowledge of confidentiality practices
- Administrative proficiency
Timeline
Transition Manager Role Transformation
John Lewis Brent Cross
08.2024 - 02.2025
Deputy Lead, Shop Redeployment Team
John Lewis Brent Cross
03.2020 - 04.2021
Operational Support Coordinator
John Lewis Brent Cross
01.2014 - 07.2025
Section Manager Womenswear
John Lewis Brent Cross
05.2011 - 01.2014
Learning & Development Coach
John Lewis Watford
04.2010 - 05.2011
Deputy Department Manager Childrenswear
John Lewis Brent Cross
12.2008 - 04.2010
Department Manager Womenswear
John Lewis Watford
01.2008 - 12.2008
Various Section Manager & Partner roles
John Lewis Watford
12.1998 - 01.2008
Dr Challoners Grammar School For Girls 1991-1997
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