Summary
Overview
Work history
Education
Skills
Websites
Affiliations
References
Timeline
Generic

Scott Clingham

London

Summary

An accomplished Team Manager of 13 years, with vast experience in leading operations and producing growth in company structure. A proven leader, with a strong commercial background across store and head office positions. Demonstrates confidence in leading, reviewing, implementing, and driving processes, with the customer journey at the forefront of all decision making. Achieved great success in building strong relationships, motivating, coaching and training Teams to the highest standard.

Creative, dedicated, enthusiastic, embrace challenge and work well under pressure with determination to succeed.

Overview

13
13
years of professional experience
11
11
years of post-secondary education

Work history

Customer Experience Manager

Recorra ltd
London
08.2024 - 02.2025
  • Managing and training a high performing Team, in a growing sustainable recycling industry, focusing on culture change towards a complete client experience
  • Formed a completely new 8 person Team within the first 4 months
  • Achieved the highest historical rating for client services, against all KPI’s for the last 5 years
  • Introduced operational processes, improving communication across the whole business

Customer Service Manager

Oka direct ltd
05.2021 - 08.2024
  • Managerial support to the Global Head of Customer Services and UK Team at OKA, managing a range of Customer issues with a strong focus on pre-empting contentious scenarios to drive a more positive Customer experience
  • Key player in integrating a new software system across the business, identifying problem areas, and working towards maintaining a competitive and luxury customer experience
  • Guided an experienced customer service team through a pivotal period, resulting in multiple celebrated KPI successes, the highest results Oka has seen in 5 years
  • Led operations for our most lucrative range in Oka to date, overseeing department involvement and supplier communications

Store Manager

Oka direct Ltd
09.2018 - 05.2021
  • Overseeing operations for a luxury Furniture brand in an established flagship showroom in the UK
  • Daily lead in operations for Luxury showrooms, Generating £1.3M in annual revenue, 2021
  • Managing a 12 strong team including stock and Visual merchandising
  • Ensuring constant delivery of exceptional customer service
  • Liaising with four department Managers, imparting day to day coaching and support where needed
  • Developed a team that consistently achieved 85% for mystery shop visits pre covid, this was achieved via training, in the moment coaching and regular reviews
  • In the 2nd year of the showroom’s history, played a key role in boosting annual growth by £300k in 2019 and beating forecasted figures for the business year by 4%
  • Achieved reductions in stock loss variance from £5k in 2018 to £1.5k in 2019
  • Consistently exceeded monthly targets in key areas, such as profit, sales, new customer data capture, transactions, and average order value
  • Pivotal in restructuring/design of the business plan that led to all the above achieved in 2019

Assistant Manager

Next plc
05.2017 - 08.2018
  • In charge of Daily operations for a busy 20-person retail team
  • Responsible for developing shop floor and stockroom staff to instill brand/customer service values and to inspire Individuals to challenge company targets
  • The natural progression from the roles previously experienced within the company
  • The ability to see how the stockroom affected the shop floor and vice versa, was paramount when making the transition from Stock Manager and Supervisor roles
  • Led a store without Department Managers, focusing on individual training and coaching so that Sales Advisors could confidently tackle any challenges faced with
  • Created a business plan to address the needs of the store, successfully delivering to Retail Managers encouraging restructure to recruitment, stockroom and admin processes
  • Reduced stock loss by 25% year on year (2018 vs 2017)

STOCKROOM MANAGER & FLOOR SUPERVISOR

Next plc
06.2012 - 05.2017
  • A dual role, responsible for Managing a stockroom team and Supervising Womenswear, Menswear and Home departments
  • Both Stockroom Manager and Floor Supervisor, ensuring that the delivery area was fully operational for the day ahead, rota plan, brief the team, conduct stock checks and adjust levels, monitor productivity and forecast completion of deliveries
  • The Largest deliveries could be as big as 10,000 units of clothing to process
  • A role that required a high level of attention to detail and a motivational figure to bring the team together

Freelance Filmmaker

01.2012 - 03.2025
  • Working in Film and TV on a wide range of projects
  • Main skills include Camera Operating, Editing, Lighting, Producing, Writing and Directing
  • Work has featured in small European festivals, magazines, music festivals and promotional efforts

Education

BA hons - Film Production & Theory

UCA Farnham
Farnham
01.2012 - 01.2015

Digital & film - Photography

Guildford College
Guildford
01.2011 - 01.2012

A-level - Film, Psychology and Physical Education

Godalming College
Godalming
01.2002 - 01.2004

Broadwater School - 8 GCSE’s

Broadwater School
Godalming
01.1997 - 01.2002

Skills


  • Team building
  • Recruitment
  • Operational analysis
  • Budget analysis
  • Digital marketing knowledge
  • Call centre operations familiarity
  • Social media platform understanding
  • Salesforce software mastery
  • Customer experience strategy development
  • Customer-Centric mindset
  • Quality assurance standards implementation

Affiliations

  • Transferable management skills gained as a Basketball Team coach at U16 & U18 level, whilst being a senior coach and player.
  • Camera operator for both still and moving image, often shooting weddings and short films in spare time.

References

References available upon request.

Timeline

Customer Experience Manager

Recorra ltd
08.2024 - 02.2025

Customer Service Manager

Oka direct ltd
05.2021 - 08.2024

Store Manager

Oka direct Ltd
09.2018 - 05.2021

Assistant Manager

Next plc
05.2017 - 08.2018

STOCKROOM MANAGER & FLOOR SUPERVISOR

Next plc
06.2012 - 05.2017

Freelance Filmmaker

01.2012 - 03.2025

BA hons - Film Production & Theory

UCA Farnham
01.2012 - 01.2015

Digital & film - Photography

Guildford College
01.2011 - 01.2012

A-level - Film, Psychology and Physical Education

Godalming College
01.2002 - 01.2004

Broadwater School - 8 GCSE’s

Broadwater School
01.1997 - 01.2002

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Scott Clingham