Sanja Lukic
Grays,Essex
Summary
A reliable, trustworthy, and self-motivated individual with an excellent time keeping and attendance record and one who gives maximum effort to the job in hand. Works effectively on own initiative and makes a helpful and supportive team member. Good communication, interpersonal and organizational skills and a flexible and versatile to work. Has received excellent feedback from previous employers and is keen to utilize and develop current skills.
Knowledgeable about retail operations with strong focus on customer service and team leadership.
Seasoned professional in retail management with focus on driving sales and improving store operations. Specialise in transforming underperforming outlets into high revenue generators by refining processes and motivating teams. Possess unique skills in strategic planning and team leadership to enhance customer experience and maximise profitability.
Skilled in planning and operations management. Background running successful business operations with knowledge of budgeting, staffing and marketing. Accomplished in driving customer and revenue growth with proactive strategies and daily management.
Forward-thinker and expert negotiator with strong skills in business management and sales planning.
Knowledgeable about retail operations with strong focus on customer service and team leadership. Skilled in inventory management, sales strategies, and conflict resolution.
Driven professional with talent for leadership and customer service. Possesses strong organisational skills combined with effective communication abilities. Aims to enhance store performance and build motivated team.
Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
21
21
years of professional experience
6
6
years of post-secondary education
Work history
Pharmacy Store manager
Boots
11.2021 - 08.2025
- Ownership of KPIs and delivery of area P&L
- Accountability for controlling costs and developing a high level of financial control within your area team
- Working with Regional or National Leadership team to successfully deliver central business plans
- Work with Pharmacy Managers and Pharmacy teams to develop operational excellence and share best practice
- Lead Health & Safety compliance across the area and ensure regular compliance checks are completed in line with standard operating procedures
- Build effective long-term relationships with current and potential customers eg: Health Commissioners, LPC's, DAT's, B2B customers and consumers
- Lead regular reviews of competitor activity which has the potential to impact the performance of your area and vary plans accordingly
- Lead and negotiate enhanced income contracts for your area
- Investigate and resolve customer complaints and take remedial measures, where necessary, to avoid recurrence
- Develop a local estate strategy for the portfolio of stores within your area, to plan for disposals & acquisitions
- Develop robust and consistent performance management across the area to embed learning & development initiatives
- Develop an area succession plan that identifies and develops talented colleagues with the potential to fill key roles within the area
Retail Store Manager
Boots
Upminster, Havering
04.2018 - 08.2025
- Recruited and trained staff to enhance team capabilities.
- Established targets and motivated personnel, conducting regular progress reviews.
- Executed performance reviews and appraisals to assess individual contributions.
- Maintained accurate sales and profit data to inform strategic decisions.
- Addressed customer complaints and feedback to improve service delivery.
- Managed stock levels while devising effective pricing structures.
- Ensured compliance with legislation, including health and safety standards.
- Developed and implemented promotional campaigns to drive sales growth.
Pharmacy dispenser NVQ level 2
Boots pharmacy
04.2018 - 08.2025
Assistant store manager
Boots
07.2021 - 11.2021
- Streamlined inventory management for optimal stock level maintenance by implementing an efficient tracking system.
- Managed cash registers and handled financial transactions accurately.
- Resolved customer complaints efficiently and ensured customer satisfaction.
- Collaborated closely with the Store Manager to develop marketing strategies that drove footfall into the shop.
Medicine Counter Assistant
Unicare Pharmacy
05.2017 - 04.2018
Store Manager
Dorothy Perkins
11.2016 - 06.2017
Store manager
Monsoon &Accessorize
11.2013 - 11.2016
Floor manager
Debenhams
01.2005 - 12.2007
Education
NVQ level 2 - Pharmacy dispenser
Boots pharmacy
London 05.2018 - 01.2019
NVQ level 2 - Buttercups Training
The Medicine Counter Assistant Course
London 02.2018 - 03.2018
Master of Law - Law
University of Business studies
Linton, Kent 09.2018 - 06.2020
Healthy Living Pharmacy/Leadership
National Pharmacy Association
Business & Management Level 3 -
Open Study College London
London 08.2015 - 04.2016
Children and Young People's Workforce Level 2 - undefined
South Essex College
01.2013 - 01.2014
English for Speakers of Other Languages
University of Cambridge
01.2009 - 01.2011
Introduction to office skills
Thurrock Community College
Skills
- Operational optimisation
- Scheduling employees
- Crisis management capabilities
- Staff rota arrangement
- Visual merchandising insight
- Financial reporting
- Stock control systems
- Loss prevention strategies
- Performance monitoring
- Staff mentoring
Volunteer Experience
- Grays Library, volunteer, 2011-01-01, 2014-01-01
- Citizens Advice Bureau, volunteer, 2011-01-01, 2014-01-01
Leadership
This involves inspiring and guiding employees, creating a positive work environment and fostering a culture of teamwork and collaboration. A great leader can communicate effectively with their team, set clear expectations and hold their employees accountable for meeting goals and targets. They also recognize and reward their employees for their contributions, helping to motivate and retain top talent.
Organization
Another important skill is organizational ability, manage multiple tasks and projects simultaneously, prioritize tasks and make decisions quickly. They may also be able to develop and maintain systems and processes to streamline operations, increase efficiency and reduce costs. Additionally, they have strong attention to detail, as they review and approve reports, invoices and other documents regularly.
Customer service
Customers are the lifeblood of any retail operation and store managers are able to provide them with the high-quality service that they expect. This involves not only providing prompt and friendly service but also understanding customer needs, resolving customer complaints and ensuring that customers leave the store satisfied. Store managers often are able to train their employees on how to provide exceptional customer service and can monitor their team's performance to ensure that they are meeting all necessary standards.
Financial management
This involves understanding and managing budgets, monitoring sales and expenses and ensuring that the store is operating within financial targets.
Communication
Effective communication is also a vital skill for store managers as they're often able to communicate effectively with their employees, customers and stakeholders, using a variety of communication methods and techniques.
Work ethic
Store managers often have a strong work ethic and are able to work well under pressure. They may be able to manage their time effectively, meet deadlines and take responsibility for their actions. They may also adapt to change and handle challenging situations with grace and professionalism.
Sales
Store managers train and motivate employees to meet sales goals. They may have a strong understanding of sales techniques and be able to train employees on the best practices for converting leads into sales.
Delegation
Effective delegation is a key part of managing a store effectively. Store managers delegate tasks and responsibilities to team members in a manner that ensures they have the necessary resources and support to succeed.
Employee training and development
This skill involves identifying areas where employees require training, developing tailored training programs that address these needs and conducting regular training sessions. Store managers may also provide ongoing coaching and support to employees to help them grow and develop their skills over time. Effective employee training and development help ensure that team members can meet the demands of their roles and provide the high-quality service that customers expect.
Loss prevention
Store managers can often implement effective loss-prevention strategies to minimize shrinkage and increase profitability. This may involve monitoring store operations for potential security risks, implementing security procedures and protocols and training employees on how to identify and respond to potential theft and fraud. Store managers analyse data to identify trends and patterns that may indicate potential security risks and implement strategies to minimize these risks. With effective loss prevention skills, store managers protect their store's assets, maintain a safe and secure environment and increase profitability by reducing shrinkage.
Timeline
Pharmacy Store manager
Boots
11.2021 - 08.2025
Assistant store manager
Boots
07.2021 - 11.2021
Master of Law - Law
University of Business studies
09.2018 - 06.2020
NVQ level 2 - Pharmacy dispenser
Boots pharmacy
05.2018 - 01.2019
Retail Store Manager
Boots
04.2018 - 08.2025
Pharmacy dispenser NVQ level 2
Boots pharmacy
04.2018 - 08.2025
NVQ level 2 - Buttercups Training
The Medicine Counter Assistant Course
02.2018 - 03.2018
Medicine Counter Assistant
Unicare Pharmacy
05.2017 - 04.2018
Store Manager
Dorothy Perkins
11.2016 - 06.2017
Business & Management Level 3 -
Open Study College London
08.2015 - 04.2016
Store manager
Monsoon &Accessorize
11.2013 - 11.2016
Children and Young People's Workforce Level 2 - undefined
South Essex College
01.2013 - 01.2014
English for Speakers of Other Languages
University of Cambridge
01.2009 - 01.2011
Floor manager
Debenhams
01.2005 - 12.2007
Introduction to office skills
Thurrock Community College
Healthy Living Pharmacy/Leadership
National Pharmacy Association
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