Nick Roberts
Newport,Isle of Wight
Summary
Experience Manager with keen focus of driving sales and customer satisfaction. Transformed underperforming stores into top revenue generators by implementing innovative merchandising strategies and fostering team collaboration. Known for improving stock turnover and reducing operational costs through streamlined processes and team development.
Key leadership manager with extensive experience in driving continual improvement of key business performance drivers, colleague engagement through development, mentoring and coaching,
Lead a service culture, where the customer satisfaction is priority and this was through leading key behaviours and values.
Record of success in enabling strong revenue growth through end-to-end sales management. Fostering a culture of continuous improvement using market knowledge, competitor research, innovation and team motivation. Always looking for opportunities to bring in and retain new customers.
Work collaboratively, cross-functional teamwork within high-pressure environments. Adept at project planning and managing multiple projects at once. Dedicated to improving company performance and meeting business objectives, through outstanding leadership, problem-solving, critical thinking and flexibility.
Overview
22
22
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Store Manager
Sainsbury's
Sandown / Freshwater, Isle of Wight
2024.09 - Current
- Highly engaged retail manager, who utilises skills and behaviours acquired through careers with major retail businesses, to maximise performance across key metrics, through highly engaged supportive leadership style that aligns with businesses values and mission.
- Leading team meetings for improved communication and efficiency, to support delivery of business objectives and customer satisfaction metrics.
- Analysed sales data to identify areas of improvement and opportunity, delivering 20% year on year sales growth in sales and 12% reduction in store costs.
- Collaborated with area manager for strategic planning and target setting activities.
- Implemented innovative marketing strategies, drove store traffic.
- Built strong rapport with customers, encouraged brand loyalty.
- Managed stock within set minimum and maximum levels to serve customers without over-extending finances.
- Led a positive culture through high level of colleague engagement to support a positive team morale by fostering a positive work environment.
- Handled customer complaints in a professional manner, achieved satisfactory resolutions.
- Recruited new colleagues – led orientation / onboarding of new team members and supported with their training and development programmes.
- Trained colleagues on product knowledge for superior customer service delivery.
- Coordinated promotional events to increase product awareness.
- Maintained safety protocols throughout the store, ensured secure and safe shopping experience for customers and colleagues.
Retail Area Manager
Pets at Home
Kent, Surrey, Sussex, Hampshire & Isle of Wight, Isle of Wight
2012.08 - 2024.08
- Highly accomplished multi-site leader with extensive experience in managing complex teams across southern England, including teams in South and West and London, with over 450 colleagues and 24 direct reports.
- Consistently delivering sales targets with year-on-year growth exceeding 10% like-for-like and continually improved EBITDA by developing effective sales strategies and business plans based on market trends.
- Continually assessed sales and service proposition, to develop targeted improvement strategies and boost revenue opportunities through cost reduction, implementing smarter ways of working.
- Ensuring customer service and engagement is priority within each team with all colleagues customer focused. Recognised and challenged service engagement and standards through reward and recognition, utilising key opportunities to continually develop colleague training, ensuring customers needs and experience are always delivered.
- Understanding key drivers of overall business success, through strategically prioritised and delivered quality results through targeted plans. Continually optimised store performance by rigorously evaluating existing processes and identifying opportunities for improvement.
- Proven track record in recruiting and developing key leadership colleagues, consistently elevating standards and performance by leading through example. Inspiring teams to represent brand with passion and enthusiasm, whilst maintaining high personal and store standards.
- Continual colleague development, conducted comprehensive appraisals and promoted ongoing professional development. Identified skills and knowledge gaps, delivering succession planning to meet organisational needs.
- Significantly enhancing teams developmental knowledge, resulting in increased performance in sales, customer and colleague engagement. Furthermore, greatly improving leadership teams' performance through regular coaching and feedback sessions, fostering a culture of continuous improvement.
- Responsible for resolving complex colleague disputes and handling service and customer complaints with professionalism, consistently offering practical solutions to maintain customer satisfaction and uphold reputation of the business.
Senior Store Manager
Pets At Home
Newport, Hampshire, Isle of Wight
2011.04 - 2012.08
- Supported Area manager with performance and development opportunities within area to optimise performance across 20 stores.
- Recruited and trained new management colleagues, leading by example to consistently elevate store and colleagues standards.
- Inspired team to represent brand with enthusiasm by maintaining high store and customer standards at all times.
- Analysed training requirements at individual, team and organisational level. Supported with training schedules, prepared materials and facilitated.
- Toured sales floor regularly, assessing and improving daily operations to maximise performance and customer engagement.
- Stocked and restocked inventory upon delivery receipt, maintaining accurate supply records.
- Improved store and area team performance through support sessions to release their potential.
- Maintained 100% colleague retention rate from 2011 to 2012, whilst reducing colleague absence down to less than 2%.
- Pets at Home Store Manager of the Year 2011 /2012.
Store Manager
Pets At Home
Newport, Isle of Wight
2008.07 - 2011.04
- Accomplished retail leader, who exemplifies leadership duties and activities to junior management and team, ensuring all colleagues are highly supported and guided to delivering commercially viable store, core process compliant, and customer-centric.
- Collaborated with colleague's to enhance customer service experience and exceed customer satisfaction rate targets.
- Effectively managed all aspects of recruitment, hiring, onboarding, and colleague development.
- Consistently optimized store performance by evaluating existing processes and identifying improvement opportunities.
- Demonstrating excellent customer care behaviours through high-level service and proactive complaint resolution.
- Skilled at analysing sales results and maintaining productive dialogues with area managers and peers to drive sales performance. In addition, effectively oversee business staffing and training to build successful, customer-focused teams.
- Proud to have been awarded, National Pets at Home Store of the Year in 2009 / 2010.
- Facilitated smooth checkouts by maintaining efficient till operations.
Retail Support Cluster Manager
Woolworths
Isle of Wight, Isle of Wight
2006.02 - 2008.07
- Expertly coordinated key support operations to align team and leadership efforts with organizational objectives through 5 localised stores and their colleague base of over 150 colleagues,
- Supported colleague and customer interactions to assess and ensuring highest quality of service is delivered and supported through key training and development of leadership and store colleagues.
- Proactively supported team performance, providing unwaveringly constructive feedback, and promptly recognising achievements when due.
- Proficiently coached junior support colleagues in delivering key business requirements through coaching and mentoring.
- Meticulously tracked and documented metrics, and discerningly evaluated trends to expertly inform future strategies.
- Created seasonal sales plans working closely with local suppliers to bring local ranges into stores, utilising local knowledge and delivering tailored stock and promotional strategies, to grow revenue and customer engagement.
- Supported Area manager in sales and performance growth for the Isle of Wight stores.
Store Manager
Woolworths
Newport, Isle of Wight
2004.03 - 2006.02
- Challenged and inspired team members to achieve business results, through high level of support and coaching, delivering year on year sales growth and exceeding sales targets.
- Completed opening and closing procedures each day.
- Assisted in recruiting, hiring and onboarding store colleagues.
- Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
- Facilitated smooth running of customer service by supporting management and colleagues at all time on the sales floor.
- Regional Store Manager of the Year 2006.
Education
A-Levels - Biology, Computer Science, Design & Technology
The Bay Church of England School
Sandown, IOW 1987.09 - 1989.06
GCSEs - Math, English Language & Literature, Biology, Chemistry, Design, History, Geography, Religious Studies
The Bay Church of England School
Sandown, IOW 1985.09 - 1987.06
Skills
- Customer and trading needs focused
- Sales optimisation and forecasting
- Agile decisive leadership
- Business and competitor trend analysis development
- Profit and loss management
- Succession planning and colleague development
- Coaching and mentoring leadership skills
- Team player, highly collaborative
- Clear strong communication skills
- Active listening and problem solving skills
- Performance management
- Attention to detail and technical competency
- New store / concept project management
Certification
Practical Mediation - Professional Mediators Association
Understanding Environmental Sustainability Level 2 - Skills Network
Mental Health First Aid - MHFA England
References
References available upon request.
Timeline
Store Manager
Sainsbury's
2024.09 - Current
Retail Area Manager
Pets at Home
2012.08 - 2024.08
Senior Store Manager
Pets At Home
2011.04 - 2012.08
Store Manager
Pets At Home
2008.07 - 2011.04
Retail Support Cluster Manager
Woolworths
2006.02 - 2008.07
Store Manager
Woolworths
2004.03 - 2006.02
A-Levels - Biology, Computer Science, Design & Technology
The Bay Church of England School
1987.09 - 1989.06
GCSEs - Math, English Language & Literature, Biology, Chemistry, Design, History, Geography, Religious Studies
The Bay Church of England School
1985.09 - 1987.06