Experienced retail professional with a strong background in customer service and store management. Proven track record at Self-Portrait, Lyle & Scott, Glossier, and Maje in optimising sales, training staff, and enhancing customer experiences across diverse retail environments. Currently based in London but also open to roles in Edinburgh.
Responsible for shaping and managing the online customer service experience for self-portrait’s rapidly growing e-commerce business. Oversee a team of 4 permanent Customer Service Associates - increasing to 20 during peak trade - managing day-to-day operations, and ensuring optimal performance of customer service systems, including email and chat services. Recruit and fully train all temporary staff for each sale period and provide ongoing coaching to improve team performance and cohesion. Analyse business metrics to identify trends, optimize product assortments, and drive growth. Collaborate cross-functionally to enhance post-purchase experiences, resolve issues, and ensure a seamless omnichannel customer journey.
Full accountability and responsibility for driving performance versus budget optimising all retail stores operationally via exceptional stock management, staffing, leadership and visual display across flagship, full price, outlet, and pop-up retail environments, leading training and communication between the wider retail team and supporting functions to drive trade performance and grow the department.
Store Manager at Maje Selfridges London
Store Manager of the South Molton Street boutique