Tom Watson

• Operational & Financial Leadership: Drive departmental budget execution, resource planning, and labour allocation to maintain strict Cost Per Unit (CPU) control, indirect task minimization, and targeted operational margin.
• Large-Scale Team & Talent Management: Direct workforce operations across multi-shift patterns; lead succession planning (9-Box grid), leadership development, complex HR/ER case management, and agency labour performance.
• Site Safety, Compliance & Quality: Accountable for departmental Health, Safety, and Environment (HSE) standards, maintain a >95% Good Warehouse Practice (GWP) audit rating, drive 100% safety audit compliance, and oversee BRCGS and IOSH regulatory frameworks.
• Service Level Agreements & Delivery: Consistently hit and exceed core operational KPIs, SLAs, and customer satisfaction metrics; direct Root Cause Analysis (RCA) and countermeasures for service gaps.
• Continuous Improvement (CI): Establish a "Right First Time" operational culture using Lean/Sigma frameworks to target waste reduction, improve department Sigma scores, minimize shrinkage, and drive process enhancements within Warehouse Management Systems (WMS).
• Cross-Functional & Client Relations: Serve as the primary senior operational point-of-contact for high-profile external brand clients and internal executive stakeholders; assume total site authority and incident leadership in the absence of the Site Lead.

• Led and motivated team of up to 40 staff during shifts, fostering positive and collaborative work environment to enhance morale and productivity.
• Operational Oversight: Manage day-to-day operations, including staff scheduling, task assignments, and resource allocation. Implement and enforce operational protocols to ensure smooth workflow and adherence to standards.
• Set and monitored key performance indicators (KPIs) for team, conducting regular performance reviews and providing constructive feedback to promote continuous improvement and address training needs.
• Customer Service Focus: Maintain a customer-centric approach, ensuring exceptional service delivery during each shift. Address customer inquiries, concerns, and feedback promptly and effectively.
• Problem-Solving: Proactively identify and resolve operational challenges to minimize disruptions. Implement strategic solutions to optimize efficiency and overcome obstacles.
• Facilitated clear communication channels between team members, management, and departments, relaying important information and updates effectively during shifts.
• Adaptability: Navigate and adapt to changing circumstances, making informed decisions to maintain operational continuity. Handle unforeseen challenges with composure and efficiency.
• Quality Assurance: Ensure adherence to quality standards and procedures, conducting regular checks and inspections. Implement measures to improve and maintain the overall quality of work during shifts.
• Training and Development: Provide ongoing training to team members on processes, procedures, and customer service. Identify opportunities for skill development and mentorship within the team.

Progressed through foundational operational roles within THG Ingenuity, gaining hands-on expertise across warehouse operations, inbound, picking/packing lines, inventory control, and team supervision.