Hi, I’m
Robert Oyeri
London,Wandsworth
Summary
Results-driven terminal manager with experience leading teams and driving growth in fast-paced environments. Strong leadership skills, strategic talent and deep understanding of local markets. History of developing business strategies that increased revenues and improved customer satisfaction. Dedicated and focused on delivering outstanding service through excellent team management and regularly improving on service and operations. Versatile and experienced in wide range of business needs, including strategic planning, promotional activities and human resources. Accustomed to stepping into different roles every day to enable business operations to evolve and meet changing demands.
Continuously monitoring team performance by setting and reviewing regular objectives, increasing team productivity and consistently hitting company KPI targets. Skilled at improving efficiencies and operations to maximize revenue and, with proficient knowledge in customer service.
Overview
16
years of professional experience
Work history
World Duty Free Group - St PancrasSaint Pancras, Camden
Terminal Manager
02.2023 - Current
Job overview
- Making my Terminal/store commercial and ensuring I'm aware of trends to maximise profitability
- Drove development of scorecards in collaboration with internal departments.
- Review weekly analytical reports on terminal performance
- Planning for progression/sucession across the terminal at every role from a new starter to Customer service leader roles
- Training and development of the team to be successful in their respective roles
- Managed profit and loss to decrease discrepancies and retain timely and under-budget project completion.
- Deployed promotional campaigns to complement regional initiatives.
- Safeguarded company assets with careful assessment of profit and loss data.
- Created and led successful business culture focused on performance.
- Established strong rapport with stakeholders to enhance business credibility.
- Communicating with experts and suppliers to ensure we have the correct profitable products on the shopfloor
- Health and safety checks/audits are adhered to on a weekly, monthly, and quarterly basis
- Audit Compliance, Loss prevention management.
- Tracked factors impacting planned routes and adjusted strategies to maintain targets.
- Planned and implemented layout and customer traffic flow to maximise sales and customer satisfaction.
- Prepared and oversaw employees' work schedules to meet sales targets.
- Arranged and paid suppliers within specified agreement terms.
- Maintained effective stock management and merchandising using EPOS system.
- Checked invoices from suppliers against physical stock records to identify discrepancies.
- Provided excellent customer care through prompt complaint resolution and quality of service.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Served as official representative of organisation to public groups or government agencies.
- Put in place clear controls for financial administration and business management.
- Set strategic plans to govern functioning of Risk and compliance policies.
- Interviewed, assessed and matched prospective applicants with vacancies.
World Duty FreeHeathrow, Hillingdon
Manager
01.2016 - 02.2023
Job overview
- Overseeing Liqour, Tabbacco, Confectionary, Beauty and Luxury across 11 stores at London
- Heathrow Airport Terminal 5
- Over the course of 5 years - Covering 40+ Luxury brands across 8 stores in LHR T5, T3, T4 and T2
- Accountable for multiple sites and multimillion pound departments within the UK's leading travel retailer
- Responsible for business growth of the category and stores, supplier/brand relationships, growing/ maintaining profitability, people management and development/delivering and maintaining customer service agenda
- Growing key destination markets such as China, USA and Middle East through passenger/flight analysis, manpower planning and budgeting, language support recruitment and staff recruitment.
- Managed personnel issues and implemented corrective actions.
- Cultivated rapport with diverse vendor network, driving revenue and reducing expenditures.
- Safeguarded company assets with careful assessment of profit and loss data.
- Maintained organisational compliance with applicable legislation and regulations.
- Created and led successful business culture focused on performance.
OpenMinds Social CareLondon
Social Care Officer
01.2021 - 11.2022
Job overview
- Supporting Youth clients in a residential setting, based on their support needs and to promote their recovery as well as their strengths, abilities and empower them to identify their goals and aspirations
- First point of contact with respect to fulfilling young person's needs by working with credited providers and services
- Ensure Support Plans and Risk Assessments are reviewed quarterly or in response to change of circumstances or client needs changing
- Provide high quality 1:1 support in accordance with the aims and objectives of the service which is proactive and helps the client to understand and overcome any barriers they have to moving forward
- Manage safety and effectively challenge any behaviour in line with policies and procedures and to support clients to take responsibility for their actions and consequences of their actions
- Provide advice and support to clients to access information on housing, health, welfare benefits and other resources as necessary
- To support service users in claiming service and benefits they are entitled to
- I ensure that all relevant agencies are involved in the Support Plan and Risk Assessments for clients and have copies, whilst ensuring positive links are maintained with other agencies working with clients
- Produce and maintain accurate reports in a range of formats in order to promote effective service delivery and evaluation
- To liaise with all relevant agencies such as Community Mental health teams, housing departments and other statutory and non-statutory agencies, in meeting the housing and support needs of clients
- To forward all complaints to Management in a timely manner to ensure compliance with OpenMinds
- Built positive working relationships with local authority departments, charities and other external organisations.
- Improved local outreach by developing strategies for promoting social care policies.
- Ensuring accommodations are maintained to good standards and comply with health and safety standards
- Administering medicines to clients
- Completing of essential paper work
- Taking clients to social events, appointments and places of worship
- Assisting with money management like household bills, Council taxes, personal management of monies
- Monitored recordkeeping to enforce high standards of document control and champion transparency.
Alliance Boots PLCKingston upon Thames
Assistant Manager, Operations Manager, Care Services Manager
09.2007 - 01.2016
Job overview
- Managed the Beauty departments, Healthcare/Pharmacy/ Care Home Services and store Operations.
- Daily tasks included people management, payroll, training, compliance and stock management
- Coached and developed store associates through formal and informal interactions
- Led teams in planning, implementation and execution of merchandising and operating initiatives
- Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results
- Aided senior leadership during executive decision-making process, generating data reports to recommend corrective actions and improvements
- Coordinated staff travel arrangements and gathered documents for management and executive staff meetings and trips
- Screened resumes, qualified eligible applicants and coordinated phone or in-person interviews
- Managed a team of 100 staff
- Managed store appearance, including merchandising and displays, signage, decorations and cleaning
- Completed weekly schedules according to payroll policies
- Interviewed, hired, supervised and trained employees
- Managed cash drawers and other key holder duties
- Oversaw all store operations while generating up to £500,000 in weekly sales
- Addressed customer inquiries and resolved complaints
- Reorganised sales floor to meet company demands
- Coached and mentored associates leading to multiple promotions
- Answered customers' questions and quickly resolved problems and complaints.
- Motivated management and staff teams to consistently deliver high quality, customer-focused service.
- Maximised pharmacy teams' productivity through strategic staff planning.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
Education
London Metropolitan University
BSc Multimedia from Media & Communications
/2003 - /2007 (4 years)
University overview
- Awarded a BSc Honors degree in multimedia.
Spelthorne College
As-Levels
/2002
University overview
- Information Technology -A
- Accounting and Finance – B
- Business studies -B
- GCSE English - C
Longford Community School
A-Levels
/2000
University overview
- A level Art ( C )
- A level Graphical Communication ( B )
Longford Community School
GCSEs
/1994
University overview
- 9 GCSEs Including Mathematics, Science and English
Skills
- Safeguarding
- Mentoring and training
- Team motivation techniques
- Organisation
- Project management
- Marketing
- Administrative
- Computer software & application
- Medication Administration
- Housing
- Health and Safety
- Product and service expertise
- Personnel management
- Key Performance Indicator monitoring
- Order management
- Employee management
- Product knowledge
- Business development and planning
- Merchandising and display management
Additional Information
- Eligible to work in the UK: Yes
Languages
English
Fluent
Luganda
Fluent
Timeline
Terminal Manager
World Duty Free Group - St Pancras
02.2023 - Current
Social Care Officer
OpenMinds Social Care
01.2021 - 11.2022
Manager
World Duty Free
01.2016 - 02.2023
Assistant Manager, Operations Manager, Care Services Manager
Alliance Boots PLC
09.2007 - 01.2016
London Metropolitan University
BSc Multimedia from Media & Communications
/2003 - /2007 (4 years)
Spelthorne College
As-Levels
/2002
Longford Community School
A-Levels
/2000
Longford Community School
GCSEs
/1994
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