NILESH VITHLANI

• Strengthened business relationships by effectively managing multiple national accounts.
• Drove brand growth by forging strong industry partnerships.
• Addressed customer complaints promptly, ensuring high levels of customer satisfaction.
• Facilitated productive meetings with key stakeholders, driving collaborative decision-making.
• Collaborated closely with other departments to deliver integrated solutions.
• Implemented innovative client retention strategies, reducing churn rate.
• Enhanced team performance through effective leadership and coaching.
• Tailored pricing models for competitive market positioning.
• Developed unique sales proposals to secure major contracts.
• Managed sales negotiations leading to increased annual revenue.
• Maintained 98% customer satisfaction by responding effectively to complaints and ensuring prompt follow-up to resolve issues.
• Generated new leads by identifying prospects at industry events and via LinkedIn.
• Addressed account inquiries and provided updated data from CRM software.
• Planned logistics for the safe transportation, storage, and sale of goods.
• Collaborated with cross-company departmentsto develop new strategies to capitalise on emerging customer trends.

• Kept store in top 5% regionally for customer viewpoint scores — maintained 100% ratings in clean & tidy and community engagement for 12 consecutive months.
  
  Integrated e-commerce services into physical retail, enabling click-and-collect, reserve in-store, and online returns, resulting in 20% uplift in customer satisfaction and increased footfall.
  
  Planned and delivered 12 seasonal campaigns, exceeding conversion targets by 5% average, generating £50K YoY in additional promotional revenue.
  
  Introduced weekly cycle counts and robust stock control processes, reducing shrinkage from 1.9% to 1.2%, saving £75K in inventory losses over 12 months.
  
  Monitored and optimised controllable costs — including staffing, waste, and consumables — helping protect and grow profit margins.
  
  Drove community engagement through partnerships with local charities, schools, and events, enhancing brand reputation and increasing local footfall.

Managed surfacing projects involving micro cement and polished concrete from start to finish.

Oversaw procurement, supplier negotiations, and cost controls, achieving 40% spend reduction.

Conducted stakeholder meetings to ensure delivery aligned with client expectations.

Scheduled resources and teams for timely, on-budget project delivery.

Demonstrated strong understanding of health and safety regulations during site visits.

Performed site inspections to ensure construction adhered to project plans.

Established clear communication lines with clients, keeping them informed on progress.

Monitored construction projects to guarantee adherence to planned designs.

Fostered strong relationships with existing and new clients, boosting satisfaction.

Collaborated with architects, engineers, and planners to discuss project details.

Presented design proposals to clients for approval and modification.

• Oversaw shrink performance for 25 stores, identifying trends and coaching store teams on improvements.
• Supported store operations through audit governance, food waste cycle improvements, and stock control.
• Delivered staff training and appraisals to boost productivity and compliance.
• Used data analysis to improve store efficiency and reduce shrinkage by 15%.

• Led store teams of over 200 colleagues, managing daily operations and long-term strategy.
• Delivered excellent customer service, stock availability, and community involvement.
• Managed staffing, training, and development to build high-performing teams.
• Reviewed competitor activity and implemented strategies to stay competitive.
• Oversaw staff performance reviews, stock audits, right-to-work checks, and HR compliance.