Sophie Todd

• Recruited, trained, and developed new cross-functional team to support customer service and operational requirements of a new site launch.
• Led large cross-functional groups, including contractors and internal stakeholders, to deliver the site opening on time and to defined quality standards.
• Manage and coach team of customer service representatives, ensuring delivery of exceptional tenant experience and driving sales through proactive lead management.
• Oversee daily site operations, maintaining a safe, compliant, and efficient environment for more than 150 tenants.

• Provided line management for a team of 20, overseeing recruitment, onboarding, staffing and rota planning, pastoral support, and ongoing development and performance management.
• Held full operational responsibility for a large department, including health and safety compliance, stock control, loss prevention, and general maintenance.
• Oversaw departmental sales and service KPIs, managing daily, weekly, and monthly targets to ensure consistent performance.
• Demonstrated agility, sound decision-making, and a strong client-focused approach while balancing the needs and priorities of a diverse team.

During my time studying for a degree in Psychology, I worked for a student accommodation provider. Although this role was a side step from my previous career path, it was rewarding to learn new skills and strengthen my operational skillset;

• Managed internal databases and tracking systems, ensuring accurate record-keeping and supporting cross-functional teams to meet deadlines and operational targets.
• Liaised with suppliers, stakeholders, and internal departments to coordinate logistics and streamline communication across the organisation.
• Prepared reports and documentation for senior management, contributing to planning, performance monitoring, and data-driven decision making.
• Supported compliance with internal procedures and helped identify opportunities for process improvement.
• Provided comprehensive administrative support, including scheduling meetings, managing correspondence, and maintaining organised filing and document management systems.

• Led the two highest-grossing departments within the Manchester store, managing a team of high-performing Brand Specialists and Sales Associates.
• Strengthened collaboration with the in-store Personal Shopping team, resulting in improved client engagement and enhanced sales opportunities for the department.
• Increased team engagement with departmental social media activity, contributing to stronger brand visibility and customer acquisition.
• Achieved year-on-year sales growth across all major brands, with each surpassing both targets and 2018/19 performance levels.

• Focused on developing and supporting the leadership team to drive overall store performance, with coaching and sales excellence at the core of the role.
• Provided consistent coaching to leaders and associates, fostering a skilled and engaged team capable of delivering inspiring, luxury customer experiences.
• Maintained a strong presence on the sales floor, enabling the identification of opportunities within the customer journey and the co-creation of actionable improvement plans.
• Collaborated closely with brand leaders to ensure they were equipped to plan, execute, and consistently deliver a commercial, on-brand experience for all clients.

• Selected as Project Leader based on strong organisational reputation and leadership capability.
• Managed a regional leadership development programme across two Southern Districts while maintaining responsibilities in primary role.
• Supported Store Managers from 15 stores with candidate selection and coordinated leaders across the region to facilitate programme modules.
• Personally led all six training sessions, ensuring high-quality delivery and strong participant engagement.
• Achieved a 90% internal promotion rate among programme participants in 2018, demonstrating the effectiveness of the development initiative.

• Held this position as part of a structured development pathway for progression into the Store Manager role.
• Oversaw the full management of the associate population, ensuring effective staffing, performance, and engagement.
• Directly managed one supervisor and successfully developed four team members for promotion through targeted coaching and support.

• Held accountability for sales performance and the direct leadership of twenty Selling Associates, four Bra Fitting Specialists, and three Sales Specialists.
• Drove a consistently client-focused operation, further enhancing the customer experience through oversight of the private shopping suite and the customer service desk.
• Developed strong time-management and prioritisation skills by operating within a fast-paced, multi-faceted International Flagship environment.

• Managed the operational oversight of the cash office, cash registers, and Cash Wrap teams.
• Delivered training and ongoing supervision to ensure adherence to best practices and minimise business loss.
• Ensured all team members consistently provided exceptional customer service while maintaining operational excellence.