Shawn-Paul Hay

• Deputise for the Store Manager, providing leadership across the wider store operation and ensuring the delivery of excellent customer service.
• Leading 50 colleagues across Service, Fresh Food Hall, and Home Shopping departments, driving performance across customer experience, availability, and commercial KPIs.
• Manage and develop a leadership team comprising one manager and multiple Section Leaders through coaching, mentoring, and performance management.
• Deliver key business objectives including customer satisfaction, availability, labour control, waste reduction, and operational compliance.
• Champion colleague engagement and development, creating a positive, high-performing culture focused on customer outcomes.
• Ensure full compliance with health & safety, food safety, and company operating standards while maintaining a safe environment for customers and colleagues.
• Successfully planned and delivered major seasonal trading events, including Christmas and large-scale promotional campaigns, ensuring excellent service standards during peak trading periods.
• Drive continuous improvement initiatives to enhance operational efficiency, colleague performance, and the overall customer experience.

Completed a structured Retail Graduate Management Programme, undertaking management placements across multiple store formats ranging from small supermarkets to large supercentres with weekly sales between £450k and £1.1m. Developed leadership experience across Fresh Food, General Merchandise, George Clothing, Customer Services, Home Shopping, and overall store operations, gaining a broad understanding of customer experience, commercial performance, and people leadership.

Fresh Section Manager – Asda Perth

September 2024 – March 2025

• Led the day-to-day operation of all Fresh Food Hall departments, ensuring high standards of availability, quality, and customer service.
• Held accountability for key business metrics including labour costs, waste, availability, and customer satisfaction.
• Successfully implemented a new date-code process, recruiting, training, and supporting colleagues to ensure effective adoption and compliance.
• Maintained excellent standards of food safety, health & safety, and operational compliance while delivering strong commercial performance.
• Coached and developed colleagues to create a positive team culture focused on delivering an outstanding customer experience.

George & General Merchandise Trading Manager – Asda Milton of Craigie

March 2025 – August 2025

• Led the General Merchandise and George Clothing departments, driving sales performance, availability, and operational excellence.
• Worked within East Scotland’s management training store, supporting the onboarding and development of new managers through coaching and mentoring.
• Delivered key commercial and operational targets while maintaining high standards across multiple departments.
• Regularly fulfilled Duty Manager responsibilities, leading the wider store operation and ensuring a seamless customer experience in the absence of the Store Manager.
• Built strong engagement across teams, creating a customer-focused culture and driving colleague performance.

Customer Manager – Asda Kirkcaldy

August 2025 – November 2025

• Led customer-facing operations including Customer Service, Back Office, and Cleaning functions, ensuring a consistently positive customer experience.
• Acted as the store lead for colleague engagement, facilitating Colleague Voice forums, listening groups, and engagement initiatives to improve team performance and retention.
• Partnered closely with Online and Home Shopping teams to enhance service standards, customer satisfaction, and operational efficiency.
• Drove improvements in service delivery and customer feedback through effective coaching, communication, and performance management.
• Developed and motivated teams to deliver exceptional service while maintaining operational excellence.

Lead store operations during shifts within a fast-paced retail environment, ensuring high standards of customer service, operational efficiency, and team performance are consistently achieved.

Key Responsibilities & Achievements

• Supervise, motivate, and support colleagues throughout each shift to ensure operational targets and service standards are met.
• Manage daily store operations, balancing customer needs with business priorities in a demanding environment.
• Oversee stock control and freshness management, ensuring product availability and compliance with company standards.
• Take responsibility for cash handling and security procedures, ensuring company processes are followed accurately at all times.
• Monitor and manage store waste, implementing effective controls to minimise losses and improve efficiency.
• Support store performance through effective planning, delegation, and problem-solving during daily operations.
• Promote a positive team culture by coaching colleagues and leading by example.

Resolved customer complaints efficiently and professionally, ensuring fair and effective outcomes for both customers and the business.

Handled customer concerns with empathy and sound judgement, ensuring customer satisfaction while adhering to company policies.

• Built strong relationships with customers by consistently delivering excellent service and maintaining high standards of professionalism.
• Resolved customer queries and complaints following company procedures and service standards.
• Supervised daily checkout operations, facilitating smooth service delivery and supporting team performance.
• Supported the onboarding, training, and development of new colleagues, helping them adapt quickly and perform confidently in their roles.
• Held a variety of customer-focused roles including Checkout Operator, Customer Service Assistant, Checkout Supervisor, and Price Integrity Assistant. Developed extensive experience in customer service, team supervision, complaint resolution, and operational compliance within a fast-paced retail environment.
• Contributed to maintaining pricing accuracy and compliance across the store through Price Integrity responsibilities.
• Key Responsibilities & Achievements