Shian Chandarana
London
Summary
Experienced and results-focused retail and e-commerce operations leader with a strong track record of managing high-volume, fast-moving environments. Extensive expertise in workforce planning, process optimisation, KPI delivery, and customer experience. Known for leading large teams with clarity and accountability, delivering measurable improvements in efficiency, service levels, and cost control. Seeking to apply operational leadership and data-driven decision-making in a performance-focused environment.
Overview
7
7
years of professional experience
Work history
Lead E-Commerce Manager
J Sainsbury’s
2022.01 - 2026.05
- Lead a 120-person operations team (3 managers), embedding KPI-led performance management through structured huddles, coaching, and cross-functional improvement.
- Improved on-time delivery from 92% to 98.7% by re-forecasting labour, analysing delays, and implementing daily performance scorecards.
- Reduced pick-to-pack cycle time by 25% (32 → 24 minutes) across 1,200 daily orders through workflow redesign and dynamic slotting.
- Cut waste and spoilage by 22%, delivering ~£50k annual savings via tighter expiry controls and optimised supplier deliveries.
- Increased customer satisfaction from 64% to 93% using Voice-of-Customer insight, targeted service training, and recognition schemes.
- Built flexible staffing and contingency models using hourly demand forecasting, reducing incomplete orders by 13%.
- Managed complex employee relations cases, including absence management, performance concerns, disciplinary and grievance processes, working closely with HR and trade union representatives to ensure fair, consistent outcomes while maintaining operational stability and positive colleague relations.
Customer & Trading Manager
J Sainsbury’s
2019.01 - 2022.01
- Analysed weekly sales across 12 categories using Excel and Power BI, identifying a 20% uplift in key seasonal lines and reallocating budget.
- Managed 50+ customer enquiries per week, resolving 98% within 24 hours and maintaining 100% satisfaction.
- Resolved complex escalations, converting service failures into five-star reviews through effective coordination and problem resolution.
- Created weekly rotas for 25 team members, ensuring EWTD compliance and reducing scheduling.
Education
A-Levels -
Cranford Community College
Skills
- Customer focus
- Visual merchandising acumen
- Store operations management
- E-Commerce platform mastery
- Sales techniques
- Budget management
- Digital marketing
- Staff mentorship and training
References
Available upon request.
Timeline
Lead E-Commerce Manager
J Sainsbury’s
2022.01 - 2026.05
Customer & Trading Manager
J Sainsbury’s
2019.01 - 2022.01
A-Levels -
Cranford Community College