Retail operations, Training an development, HR, customer service

LENNAUX CLINTON DENVER MOTTAU

Address: Al Karama, Dubai, United Arab Emirates.

Mobile: +971*********, +947********

Email: ****************@*****.***

LinkedIn: https://www.linkedin.com/in/denver-mottau-298b9016/

BUSINESS MANAGER, RETAIL STORE MANAGER, SUPERMARKET & MALL OPERATIONS

Passionate, performance driven Retail / HR / Service professional with 20 + years experience handling high volume flagship stores & cluster stores achieving sales targets,driving service excellence & retail standards consistently.. Supported the HR head with key HR processes of on boarding, induction orientation, performance management, succession planning, rewards and recognition and managed the end to end Learning & Development framework through planning, designing & delivering training to all UAE employees across 25 retail stores, office staff & policing other territories. Have worked with and handled large multi cultural teams across UAE,SRI LANKA & CHINA. I hold a valid UAE & Sri Lankan driving license and ready to join immediately.

PROFESSIONAL EXPERIENCE

FREELANCE SERVICE & SALES TRAINER – (OCT 2019- FEB 2020)

CENTREPOINT LLC, LANDMARK GROUP – DUBAI, UAE (JULY 2016-SEP 2019)

Learning & Development Manager (HR & Training)

• Managed the end to end L&D process by planning, designing and delivering training to all retail employees across 25 UAE stores and office staff (Selling skills, Customer service skills,product & technical training, Soft skills, Leadership & professional skills)

• Trained over 150 management staff from other territories on operational consistency in SOE store.

• Trained and certified over 100 employees in coach buddy, duty manager & store in charge roles.

• Implemented the Women empowerment program & developed 10 women leaders in stores.

• Program managed the YES TO WORK (ACTVET – Abu Dhabi Government) editions from 2010-19, which trains young UAE Nationals on retail store operations in our stores.

• Have set up Store of Excellence stores across all territories & managed the SOE stores..

• Recruitment & selection support, On boarding, Induction & orientation, Performance management, Talent reviews & IDP`s, LMS E learning, Assessment centres, Value launch & succession planning.

• GPTW culture audits, Happiness Movement & calendar, Reward & recognition, Listening groups, feedback & retail on the job team engagement sessions.

• Customer Journey Touch point Training - Roll out, Engagement and Re-enforcement across GCC

• Created checklists, matrix & process notes for Service excellence,store operations & SOP manuals

• Created tools to measure retail operational consistency and standardized across other territories.

CENTREPOINT LLC, LANDMARK GROUP – DUBAI, UAE (NOV 2008-JUL 2016)

Senior Mall Manager (Store & Mall operations)

• Handled the store Operations in Large format flagship stores with a SQFT area of 85,000 – 200,000 with over 30,000 daily footfall & Daily sales in excess of 1 Million AED with around 200 employees across Dubai, Abu Dhabi & Al Ain regions in the UAE achieving sales objectives.

• Driven Shukran Loyalty program, Gift cards & add on sales initiatives to gain incremental revenue.

• Utilized communication & inter personal skills to create strong stakeholder relationships.

• Helped with improvements of processes, systems & products to enhance performance & productivity

• Monitoring and updating of sales & MIS reports – ATV, Productivity & competitor analysis.

• Preparation of all Standard operations procedures (SOP’s) for the mall and ensures compliance - Cash Audits, Risk Audits, Safety Audits, Store operations Audits, Retail standards & VM Audits

• Driven Loss prevention initiatives & managed facility (security & housekeeping teams) effectively.

• Core team member of SOTF (Store of the future) projects, driving operational timelines

• Created Instore Customer journey touch points map, Customer charters & Service proposition

ODEL PVT LIMITED, SOFT LOGIC HOLDINGS – SRI LANKA (FEB 2001-NOV 2008)

Retail Training Manager / Store Manager

• Handled all aspects of store operations in the Flagship store in Ward place Colombo and subsequently took over as the Retail Training manager accountable of training all group employees.

SPINNEYS SUPERMARKET LLC - DUBAI UAE (AUG 1995-NOV 1999)

Department Supervisor / Customer service

• Handled all aspects of the department in the Supermarket, driving sales and managing the team to achieve set targets & maintain exceptional customer service, Ordering, merchandising & promotions.

DIABLUE DIAMOND FACTORY – GUANGZHOU, CHINA (NOV1992-NOV 1994)

Administrator/ Stock controller

• Handled the operations, Diamond stock control, administration & people management functions in the diamond factory of 200 plus all Chinese workers along with one manager in Guangzhou.

KEY SKILLS & EXPERTISE

* Store & Supermarket operations * Mall operations & tenant compliance * Store set up & projects

* Cash & check out management * Top line, Qrail, add on sales * Process improvement

* Customer service & feedbacks * Productivity & deployment * KPI`s & action plans

* Security & housekeeping SLA` * Customer query & complaint Handling * Stock control & Inventory

* Professional skills Training * on boarding, induction & orientation * Soft skills Training

* Coaching & mentoring * Talent review & succession planning * Sales & product training

* Team & Happiness initiatives * Training design ADDIE * LMS online platform

* Listening groups & feedback * Instore engagement sessions * Reward & recognition

EDUCATION & PROFESSIONAL QUALIFICATIONS

• MBA – Cambridge College of Business Management/ Asia E University ( Graduation – Oct 2020 )

• CHRM (Certified Human Resource Manager) - Cambridge College UK / National Academy, UAE.

• Diploma in HR Management –Wigan & Leigh Campus UK/ London Business School, Sri Lanka

• Diploma in HR – Alison Online Learning, Galway Ireland

• ILM Facilitator Skills Certification –Institute of Leadership & Management / City & Guilds -UK.

• Foundation of Teaching & Learning – Commonwealth Education Trust Online Learning, London UK

• GCE Advanced Levels – St Benedict`s College, Colombo 13 Sri Lanka

• TEFL & TESOL Certification – TEFL Professional Development Institute, UK

• IELTS Examination ( 7.5 Score) – British Council / University of Wollongong,Dubai UAE

CERTIFICATES & OTHER ACHIEVEMENTS

• Appreciation Award by ACTVET (Abu Dhabi Government) for Training Young Emiratis

• Key HR Member of Centrepoint, winning the GPTW (Great place to work) awards for 2018 & 2019

• Store of Excellence Award - Midriff City Centre, 2014-16

• Best Sales Achievement Store Award in 2015, Category A

• Best Mall Manager of the year / Best store Award 2015

• Certificate of Achievement / Employee of the Month Awards.

• DED Self-Inspector Workshop -Economic Department,.Government of Dubai

• Customer Service Excellence workshops by Ron Kaufman & Dr David Freemantle

• Attended certified Global workshops on Customer service, Selling skills & Leadership skills

LANGUAGES & OTHER

• ENGLISH & SINHALA – Read, Written & spoken fluently

• HINDI – Spoken intermediate, ARABIC/TAGALOG / CANTONESE – Spoken fair

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