Natalie Harris
Walton-on-Thames
Summary
Dynamic and results-driven professional with expertise in multi-site retail and regional leadership, excelling in coaching, people development, and performance management. Demonstrates a proven ability to drive recruitment, onboarding, and succession planning while achieving commercial goals and maintaining budgetary alignment. Adept at enhancing customer experience excellence, ensuring visual standards and brand presentation, and optimising operational efficiency through process improvement. Skilled in stock control, loss prevention, compliance adherence, and fostering strong communication with stakeholders to deliver sustained business success.
Overview
26
26
years of professional experience
1
1
Certification
Work history
Business Support Manager / PMO
Fortem Social Housing Contractor
Walton on Thames, Surrey
2021.07 - 2026.04
- Coordinated regional operations, SMT meetings, and action tracking to ensure deadlines and performance targets were met.
- Managed operational processes including fleet, absence, compliance, and health & safety.
- Built and maintained SharePoint sites to improve communication across regions.
- Contributed to developing operations manuals, improving consistency and efficiency.
- Served as main contact for operations directors and branch managers, delivering support to ensure smooth operations.
- Project Management Office (PMO) member providing comprehensive support for Business Improvements.
- Ensured compliance with company policies.
- Handled customer enquiries and complaints swiftly, heightening customer satisfaction rates.
- Managed payroll functions, ensuring timely compensation for all employees.
- Maintained internal databases with updated information about projects and clients which led to improved record-keeping practices.
- Coordinated schedules and appointments for senior executives maintaining organisational efficiency.
- Managed priorities and resources to achieve service delivery requirements.
- Acted as point of contact for internal and external stakeholders, managing shared team inboxes and forwarding correspondence promptly.
- Organised meetings, took meeting minutes and completed follow-up actions.
- Maintained accurate records and documentation for reliable reference.
HR & Contracts Support Officer
Action West London
Acton, Ealing
2019.05 - 2021.07
- Managed end-to-end recruitment including job descriptions, interviews, and inductions.
- Produced data reports and supported contract delivery through CRM management.
- Built relationships with employers and training providers to support employment pathways.
- Enhanced office efficiency by streamlining administrative procedures.
- Escalated critical issues promptly, minimising downtime.
- Prioritised urgent tasks effectively, reducing backlog significantly.
- Ensured secure data handling, following GDPR regulations.
- Assisted colleagues in day-to-day duties, enhancing team performance.
- Managed multiple tasks to meet strict deadlines.
- Updated internal databases regularly for accurate record-keeping.
- Facilitated team collaboration by coordinating meetings and events.
Brand Specialist
Roja Parfums – Selfridges
Manchester, Greater Manchester
2016.02 - 2016.04
- Delivered luxury customer service and built strong client relationships.
- Produced weekly financial reports and analysed performance trends.
- Fostered relationships with key industry influencers.
- Attracted customers through new event concepts and interesting discussion topics.
- Built relationships and rapport quickly for positive public and staff communications.
- Organised and participated in promotional events to boost brand visibility and market presence.
- Retained industry and service knowledge to provide helpful, informative guidance.
Sales & Promotions Supervisor / Concession Manager
Face Placements – Selfridges
Manchester, Greater Manchester
2013.04 - 2016.01
- Conducted performance reviews and coached staff to exceed KPIs.
- Organised team resources, ensuring cover on all promotonal sites.
- Monitored employee attendance records for maintaining discipline within the team.
- Managed stock levels, audits, and operational compliance.
- Implemented company policies effectively, maintained high standards of service delivery.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Oversaw inventory management to avoid any shortage or excess stock issues.
Salon Owner / Franchisee / Business Manager
Headmasters Partnership Ltd
Manchester, Greater Manchester
2007.10 - 2013.03
- Maximised sales and profitability through strong commercial decision-making.
- Maintained exceptional visual and brand standards.
- Achieved multiple company awards including Customer Service of the Year and Management Team of the Year.
- Managed daily operations efficiently ensuring smooth functioning of salon services.
- Coordinated staff schedules to maximise productivity whilst minimising downtime.
- Conducted regular training sessions for staff members to improve their professional skills and knowledge.
- Handled financial transactions accurately, ensuring transparency in business operations.
- Fostered positive working, boosting employee morale and productivity.
- Enhanced customer satisfaction by maintaining a clean, comfortable salon environment.
- Oversaw hiring, training and development of salon staff members.
- Monitored salon expenditure and implemented financial controls for efficient salon operations.
- Onboarded new staff and set clear performance expectations to minimise turnover rates.
- Evaluated staff's performance by collating customer feedback and conducting 1:1 review sessions.
Area Operations Manager / Learning & Development / Front of House Manager
Headmasters Partnership Ltd
Surbiton , Surrey
2000.05 - 2007.10
- Managed multiple salon locations, leading managers and teams to deliver strong commercial and customer results.
- Improved revenue and service performance through coaching and operational excellence.
- Delivered customer service training programmes across the region.
- Ensured compliance with staffing, stock, and operational requirements.
- Established strong relationships with key stakeholders to facilitate business growth.
- Ensured adherence to health and safety standards, prioritising employee well-being at all times.
- Fostered a positive work environment through transparent communication and fair treatment.
- Drove sales growth by optimising area operations processes and procedures.
- Facilitated team meetings aimed at sharing best practices and boosting overall performance.
Education
MSc - Human Resource Management (CIPD Level 7) – Distinction
Kingston University
Kingston upon ThamesLevel 2 Diploma - Fitness Instructor
Accrington and Rossendale College
Accrington, Lancashire 2012.01 - 2012.07
GCSEs - Maths, English, Science
Skills
- Multi-Site Retail & Regional Leadership
- Coaching, People Development & Performance Management
- Recruitment, Onboarding & Succession Planning
- Commercial Awareness & Budget Achievement
- Customer Experience Excellence
- Visual Standards & Brand Presentation
- Stock Control, Loss Prevention & Compliance
- Operational Efficiency & Process Improvement
- Strong Communication & Stakeholder Management
Certification
Additional Certifications: Safeguarding, GDPR, Prevent Duty, First Aid, Fire Safety, Online Safety
REFERENCES
Available on request
INTERESTS
Fitness, Non-League Football, team sports, live music, socialising with friends and family.
Accomplishments
- Promoted to Area Operations Manager based on performance.
- Created a full company operations manual (Fortem).
- Winner: Customer Service of the Year (Headmasters).
- Winner: Management Team of the Year (Headmasters).
Timeline
Business Support Manager / PMO
Fortem Social Housing Contractor
2021.07 - 2026.04
HR & Contracts Support Officer
Action West London
2019.05 - 2021.07
Brand Specialist
Roja Parfums – Selfridges
2016.02 - 2016.04
Sales & Promotions Supervisor / Concession Manager
Face Placements – Selfridges
2013.04 - 2016.01
Level 2 Diploma - Fitness Instructor
Accrington and Rossendale College
2012.01 - 2012.07
Salon Owner / Franchisee / Business Manager
Headmasters Partnership Ltd
2007.10 - 2013.03
Area Operations Manager / Learning & Development / Front of House Manager
Headmasters Partnership Ltd
2000.05 - 2007.10
MSc - Human Resource Management (CIPD Level 7) – Distinction
Kingston University