Lisa Moffat

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Whilst studying towards my BA degree in photography, I was approached by Activas regarding a temporary position over the summer managing box offices and ticket sales at various venues for Glasgow 2014 Commonwealth Games. Being involved with the Commonwealth Games was obviously too good an opportunity to turn down! Whilst the position itself in terms of management was fairly basic, requiring the obvious organisational and customer service skills one would expect from such a massive ticketed event (high volume of sales staff and turnover, shift patterns and customers); it was by far one of the most exciting events I have ever been part of.

The management of 3 showrooms and leadership of 3 teams, both instore and remotely. Main responsibilities: • Full management and responsibility of profitability and loss across cluster • Improving staff engagement and building team morale • Leading, coaching and motivating store teams to perform to full potential, ensuring delivery of all measurable KPI's and to provide a “best in town” customer service. • Work with showroom managers and sales consultants on a priority basis, maintaining full support to all team members across cluster. • Agree action plans with showroom managers following store visits, and ensure follow up takes place in timely manner. • Addressing staff issues, in terms of performance, conduct and recruitment. • Driving sales, both customer and trade across cluster, taking a pro-active response to any business or trading trends • Attend and participate in monthly Regional Board meetings • Chair weekly/daily conference calls to praise performance, motivate and challenge store teams • Forecast yearly performance and submit realistic figures for budget and business planning. • Ensure all stores audit and H&S compliant

Key accountabilities in this position (over and above store manager role) included working closely with area manager and regional HR manager to facilitate the continued development of 150+ employees across our 18 store area, in particular the management induction for all new internal and external management recruits. • Structuring plans to provide support & development for under performing stores. • Running a “Store of Excellence” for training & inducting new managers & area managers. • Responsibility for sign off of all new management inductees • Preparing and facilitating area training sessions, development courses and “espresso” workshops • Complete understanding of employment law and anti-discrimination acts to be able to undertake investigations, disciplinary & appeal hearings. • Working with a Learning Management System to remotely manage training. • Chairing weekly conference calls with stores to provide support and to challenge behaviours resulting in under performance. • Full understanding of recruitment procedure to recruit new management into area

Maternity cover secondment in top 5 high turnover store dealing with prestigious brand names (Rolex, Breitling, Omega, Vertu)

Sole overall responsibility for the day to day running and profitability of own store and positive contribution to the area as a whole through the following actions (list is not exhaustive): • Manage, motivate and coach team to increase sales and ensure highest standards of service. • Meet all sales and controllable key performance indicators. • Analyse sales figures and interpret trends to facilitate planning and maximise profits. • Ensure all costing and expenditure in budget to maintain highest profitability. • Deal with staffing issues (recruitment, conducting appraisals and performance reviews). • Ensure standards for quality and health and safety are met. • Resolve health and safety, legal and security issues. • Respond to and resolve customer complaints and comments.