Summary
Overview
Work History
Education
Skills
Timeline
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Gautam Raj

Sydney

Summary

Results-driven, accomplished senior retail leader with close to five years of experience managing multiple international retail brands. Passionate, self-motivated, resourceful leader with a successful track record in exceeding sales and operational targets.

Demonstrated talent across retail management to include streamlining existing store operations to drive growth, delivering profitability and efficiency by implementing financial controls, and operational change management processes. P & L ownership.

Driver of Strategic formulation and implementation of brand vision and values, with a Reputation for creating dynamic teams, people focused environments fostering collaboration, recognition and continuous improvement with an emphasis on delivering exceptional customer experiences.

Overview

8
8
years of professional experience

Work History

Operations Manager

JD Sports
10.2023 - Current
  • Oversee and ensure operational efficiency and compliance across all store processes, driving a high standard of performance in-store.
  • Collaborate with the Store Manager to identify and improve operational processes, maximizing productivity and sales.
  • Coach and develop the store team in operational procedures, ensuring consistency and alignment with company standards.
  • Manage cash handling, administrative tasks, and stock movement activities, ensuring strict compliance with company policies.
  • Support the Store and Assistant Store Manager in managing end-of-month processes, ensuring accurate reporting and reconciliation.
  • Utilize strong organizational, time management, and critical thinking skills to handle inventory management and maintain operational excellence.
  • Focus on maintaining a high level of attention to detail, ensuring all operational tasks are completed efficiently and accurately.

Assistant Support Manager (Logistics/Operations)

David Jones
11.2019 - 10.2023
  • Supported achievement of customer and commercial targets by leveraging emerging business capabilities and ensuring clear Standard Operating Procedures (SOPs) for seamless operations across multiple sites (retail, supply chain, Silverwater DC).
  • Managed end-to-end exception management, ensuring alignment with SLAs, KPIs, and clear reporting.
  • Partnered cross-functionally to optimize business outcomes, champion best practices, and build capability and confidence across the organization.
  • Delivered operational support during business disruptions, overseeing inbound and outbound third-party transport activity.
  • Utilized data-driven insights to unlock commercial efficiency opportunities and improve service level commitments, sustainability, and financial targets.
  • Played a strategic role in delivering David Jones’ Vision 2025 transformation programs.
  • Ensured procurement processes were followed in line with company templates and requirements, leading the development and implementation of pricing strategies.
  • Led the building of long-term relationships with strategic service providers and maintained price benchmarking programs to drive proactive pricing decisions.
  • Demonstrated strong contract management, procurement experience, and business-to-consumer delivery management.
  • Utilized strong critical thinking, strategic problem-solving, and exceptional communication skills to manage complex data and drive impactful business decisions.
  • Delivered business and industry insights through detailed analysis and actionable financial acumen.

Customer Service Associate

Accenture
06.2018 - 05.2019
  • Provided inbound voice-based support for Virgin Media customers, managing queries, complaints, and service issues in a fast-paced contact center environment.
  • Delivered high-quality resolutions while maintaining strong customer satisfaction and meeting service level agreements (SLAs).
  • Worked closely with internal teams and supervisors to escalate complex issues and ensure prompt closure of faults and complaints.
  • Maintained performance metrics related to quality, first-call resolution, and call handling time.
  • Demonstrated strong communication, patience, and problem-solving skills across a wide customer base.
  • Contributed to a collaborative support environment by adhering to team processes and shift schedules, including rotational shifts.
  • Client: Virgin Media

Customer Support Associate

R.R. Donnelley
06.2017 - 06.2018
  • Acted as a key liaison between the client and internal operations teams, ensuring clear communication and timely project execution.
  • Managed job queues, attended client calls, and regularly interacted with stakeholders to gather feedback and relay critical updates.
  • Oversaw daily shift operations and coordinated project workflows to ensure timely and high-quality deliverables.
  • Delegated tasks and managed production capacity during shifts to maximize team productivity.
  • Supervised a team of document specialists and proofreaders, promoting a motivated and collaborative team environment.
  • Tracked and maintained metrics such as shift utilization, productivity, quality standards, and attendance.
  • Ensured strict adherence to information security protocols, including desktop, printer, and data access procedures.
  • Facilitated security and compliance awareness across the team through regular training and policy adherence.
  • Client: Boston Consulting Group

Education

MBA -

RMIT University
Melbourne, VIC
05-2021

BBA -

SRM University
Chennai, India
05-2017

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Employee relations and conflict resolution
  • Inventory management

Timeline

Operations Manager

JD Sports
10.2023 - Current

Assistant Support Manager (Logistics/Operations)

David Jones
11.2019 - 10.2023

Customer Service Associate

Accenture
06.2018 - 05.2019

Customer Support Associate

R.R. Donnelley
06.2017 - 06.2018

MBA -

RMIT University

BBA -

SRM University

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Gautam Raj