Prosha Ahmad
With extensive luxury retail experience, I excel in driving sales, managing stock, and delivering exceptional customer service. Skilled in visual merchandising, compliance, and team training, I adapt quickly to fast-paced environments and am committed to upholding the highest standards on the shop floor.
Oversaw daily operations across 7 Brown Thomas stores (Ireland) and all Selfridges UK locations, ensuring compliance, efficiency, and high standards. Delivered £2.95 million in sales at the UGG Winter 2024 Corner Shop at Selfridges London over 5 weeks, surpassing the £2 million target by nearly 50%. Directed omni-channel operations and e-commerce fulfilment, aligning online and in-store stock strategies. Achieved 95% staff satisfaction by end of 2025 (up from 68% in 2023) through training, coaching, and performance tracking. Drove NPS improvements across all stores through data-led initiatives focused on elevating the client experience. Spearheaded clienteling strategies for high-value customers, including managing VIP appointments, coordinating personalised product presentations, and supporting aftercare service to enhance loyalty and satisfaction. Collaborated with sales teams to deliver bespoke shopping experiences, ensuring discretion, attention to detail, and luxury service at all touchpoints. Maintained 98% audit readiness and stock accuracy through rigorous spot checks, cycle counts, and annual audits. Led Health & Safety compliance, risk assessments, and remedial action plans. Controlled budgets and operational costs to align expenses with financial targets. Partnered with HR, Buying, Merchandising, Finance, and Leadership teams to deliver business objectives.
Managed operations across multiple clinic retail sites, ensuring compliance, stock accuracy, and visual merchandising standards. Reduced inventory errors and shrinkage by 20% through stockroom optimisation. Handled daily transaction management (payments, refunds, deposits), banking reconciliation, and discrepancy resolution. Supported e-commerce fulfilment, returns processing, and customer communications. Delivered compliance, stock handling, and transactional training across branches. Prepared locations for successful audits and inspections.
Delivered exceptional customer service standards across the store, acting as the main escalation point for high-value clients and sensitive transactions. Closed all outstanding client service cases dating back up to 2 years within the first month of joining, ensuring that all remaining cases were current and in line with SLAs. Managed daily banking activities including till discrepancies, refunds, exchanges, and payment investigations in alignment with finance policies. Oversaw front-of-house operational duties including opening/closing procedures, safe management, and secure handling of high-value merchandise. Liaised with the e-commerce team to support online order collections, returns, and customer resolution cases. Conducted regular training for service associates to ensure full compliance with complaint handling, GDPR policies, and transactional accuracy. Resolved client concerns efficiently while maintaining luxury service levels, resulting in increased customer satisfaction and positive feedback scores. Collaborated with security and compliance teams on auditing processes, transaction monitoring, and incident investigations. Managed customer reservations and order tracking, ensuring seamless communication between shop floor, stockroom, and client.