Gillies

Head of Customer Service and leading our new CX approach throughout the business

Customer Experience Manager

Promoted to Group Store Manager to lead the roll out of a new Performance Management Sales system (Gillies Centric Selling) throughout the company store network.

Full accountability for the Broughty Ferry (Head Office) branch and performance management of 6 retail branches (Aberdeen, Broughty Ferry, Inverness, Montrose,Perth and Carpet King).

Group Store Manager

Re-located to Head Office and assumed the position of General Operations Manager, working alongside Operations Director and General Sales Manager.

General Operations Manager

Full accountability and responsibility for achieving sales targets, store recruitment and training, performance management and building maintenance, reporting directly to the Board of Director.

General Store Manager

Marks and Spencer

Appointed to assume responsibility over the Home furniture team.

Home Section Manager

I was selected to lead the Union Square concept overlay which required me to work alongside contractors and ensure efficient delivery of new equipment, furniture, visual and technology.

Store Liaison Manager

I was given the responsibility of establishing a new Stock Management Control System for the St. Nicholas site. The project involved consolidating existing employees into a new GM Fill team, establishing team structure and processes, driving productivity while linking into all Dept Managers to understand priorities.

In April, I received additional responsibility by assuming control of the store's Customer Service Desk and Bureau de Change.

GM Section Manager

I was given the opportunity to enhance my management skills by assuming a commercial role within Homeware. Initially, I took responsibility for the Christmas Giftshop in the St. Nicholas site, as a first taste of customer interaction and sales.

In January 2011, I moved to the Union Square site to operate as part of the Home Management Team and took control over the '3 Hero' Home depts - Kitchens, Bedding and Bathrooms, with direct Line Management of 11 employees.

I was elected in January 2007 to represent my colleagues on the Aberdeen 'Business Involvement Group', where I communicated store issues and worked with the business to communicate with employees. From August 2009, I operated as the Chairman of the Aberdeen BIG Team (12 members), challenging store issues and leading the team's strategy.

In October 2009, I was further elected onto the Scotland Regional BIG Team (6 members). I represented colleagues from across Scotland on key issues, including M&S Pension change and HR transformation.

I stepped down from these roles in July 2011, to focus on store commercial activities and personal career progression.

BIG Chair & Regional Rep. Scotland

In September 2006, I was promoted to the position of Store Operations Section Manager. In this position, I was direct Line Manager over 14 individuals and managed the team over a period of business ambiguity.

In 2008, my role had been re-branded as Finance & Operations Section Manager and I was given further responsibility.

By September 2010, I managed multiple teams including: Logistics, Cash, Store Support, Colleague Services and the Catering Facility. My overall Line Management span of control increased to 35 individuals.

Finance & Operations Section Manager

Initially employed in October 2003 as a part-time customer assistant within the Store Operations team.

By September 2004, I had been promoted to the position of Section Co-ordinator, leading the Store Operations team in their daily duties.

Customer Assistant

Determined, passionate and target driven retail professional who thrives in challenging work environments with an ambition to succeed, modernise and drive company performance.

Currently operating as the Customer Experience Manager and Head of Customer Service for Gillies Ltd. Key responsibility is to oversee the CS function for the business whilst developing and launching a new Customer Experience programme.


Qualifications: Customer Experience CXAD, Digital Marketing MSc, Management BA (Hons)

Specialties: Customer Experience, Employee Experience, Leadership, Retail Management, Store Management, Digital Marketing

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