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Sep 1992Jul 1995

Bachelor of Arts Degree

Lancaster Univeristy

Specialising in Licenced Retail

Sep 1984Jul 1991

8 GCSEs, 1 A Level

Eastwood Comprehensive School

Work experience

Nov 2010Present

National Learning & Development Manager

Gala Coral Group


  • Reporting to Group Head of Organisational Development
  • Manage brand L&D budget of £200k
  • Manage 2 Regional Learning & Development Managers
  • Own L&D strategy and implementation for Coral Retail brand
  • Manage third party providers – designers, printers, training companies
  • Work with key stakeholders in Retail, HR and Central Support to ensure all interventions are aligned with company goals

Key Projects:

  • Designed Think 21 refresher training as a self-paced, line managed workbook initiative issued to 8000 retail staff. Learning measured by interactive telephone and online assessment. Workbook designed and desktop published in-house.
  • Project managed introduction of a Learning Management System to provide a learning platform and deliver accurate data on learning interventions
  • Developed eLearning content to support key training initiatives around compliance and legal requirements
  • Redesigned colleague induction programme to allow more flexibility in learning styles by introducing more experiential “on shop” exercises
  • Developed Performance Management toolkit to support Area Managers tackle under performance in retail estate
  • Developed Area Manager Induction programme to ensure new starters have the essential information, skills and contacts to succeed. This programme is designed to address Leadership and Technical skills as well as procedural knowledge

Key Achievements:

  • Cost reduction of £500k by moving from centre led, workshop compliance training to line managed workbook/assessment for Think 21 training
  • Cost reduction of approx £20k per year in printing and development time by moving induction towards experiential learning rather than reprinting in shop materials as learning content
  • Implementation of eLearning platform from concept to delivery on time and under budget
Sep 2008Nov 2010

Talent Manager

Dunelm (Soft Furnishings Ltd)


  • Reporting to Head of Human Resources
  • Managed L&D budget of £500k
  • Managed team of 9 store and field based trainers/administrators
  • Responsible for L&D strategy and implementation for company
  • Work collaboratively with Retail Operations Director and Central Operations Director to ensure L&D is aligned with business strategy

Key Projects:

  • Set up Talent function including field based training team accredited to deliver qualifications
  • Introduce line managed colleague development through product knowledge and customer service programmes
  • Designed, developed and implemented Retail Apprenticeship Programme for aspiring and current Store Managers. All developed in-house and secured funding from Learning and Skills Council/Skills Funding Agency
  • Designed, developed and implemented structured career path with nationally recognised qualifications linking to roles
  • Developed (in partnership with Leicester College) ILM accredited programme for head office support managers. Level 3 Programme for First Line Managers included Managing Change, Managing People, Managing Self. Level 5 programme for potential business leaders focused on Strategic Management, Leadership skills, Commercial planning
  • Designed and delivered Area Manager training programme focusing in Operational Effectiveness, Impact and Influence and Commercial Skills
  • Project managed implementation of Learning Management System to reduce training costs and improve management of learner data

Key Achievements:

  • Wrote and designed series of workbooks for colleague development on Customer Service and a variety of products to ensure consistency across estate of over 100 stores
  • Secured government funding of £300k to deliver Apprenticeship Programme
  • Gained in house accreditation with EDI awarding body to deliver qualifications
  • Reduced costs by £30,000 by introducing more rigorous processes
  • Project Managed introduction of eLearning into stores allowing better tracking of workbook completion and interactive learning
May 2007Aug 2008

Proposition Project Manager

DSG International


  • Reporting to Head of Trading
  • Project managed implementation of new services#
  • Responsible for ensuring PC World technicians/ third party suppliers had capability to execute services

Key Projects:

  • Introduced online computer skills training for PC world customers
  • Acted as internal consultant to buying team ensuring products were fit for purpose before going to market
  • Worked with Microsoft and various hardware manufacturers on In-Car Computing project and secured £500k Research and Development budget from Microsoft

Key Achievements:

  • Online computer training generated over £200k in first year
  • Successfully rebranded under-performing technical support package into profit making service
Jun 2001May 2007

Training Officer

DSG International
  • Held responsibility for the entire training cycle for several accounts across the UK
  • Designed numerous courses and programmes utilising diverse methods including interactive e-learning as well as traditional classroom training
  • Designed and delivered Stepping Into Management programme  which combined coaching, communication and management skills.
  • Received consistently positive feedback for training interventions from not only delegates but also their line managers and company directors.
  • Carried out evaluation for all projects, focusing on business and behavioural changes.
  • Provided coaching, mentoring and feedback at all levels up to senior management
Nov 1999Jun 2001

Call Agent

DSG International
  • Supported desktop computers sold by DSGi plc including: hardware diagnosis, operating system support (DOS, Windows 95/98/ME/2000/XP), Microsoft applications software advice, general software and maintenance advice.
  • Worked in a team focused environment with a strong direction towards personal, team & company development , customer service and meeting targets.
  • Duties outside of normal job description include secondment as Team Leader offering managerial support to Call Centre team members, seconding as Technical Coach offering 2nd level support to team members, providing on the job training and mentoring new starters
Aug 1995Nov 1999

Graduate Assistant Manager

Bass Leisure Retail
  • Managed day to day running of high volume restaurants as part of a management team tasked with rebranding the Toby Carvery concept
  • Carried out recruitment, selection, induction, selling skills and legal training of up to 100 staff to open a new restaurant
  • Developed and implemented Brand Standards
  • Managed budget and profit and loss accounts for several outlets
  • Held a full licence for public house


(Working Towards) Insights Accredited Practitioner


Certificate in Operational Salesmanship

City & Guilds

Certificate in Training Practice


DHTI+ (Subject Matter Expert)










My Work


A passionate, CIPD qualified Learning & Development professional with experience in retail, technology and hospitality sectors.

Driver of change and motivated by seeing people reach their potential.

Excellent influencing and negotiation skills with a talent for developing innovative and effective solutions to deadline and budget.

Proven ability to project manage from inception to delivery at the highest standard. An excellent communicator at all levels who adapts well to any situation


I enjoy camping and caravanning, walking, travelling and reading. I am a keen supporter of Bradford Bulls Rugby League club and I take an active interest in technology, from PCs to Audio/Video and Home Technology Integration.