Kasia Willis
Summary
Customer-focused and results-driven leader with over 10 years of experience in high-volume retail environments, including multi-site management at BWS. Proven ability to lead and coach teams, manage escalations, and drive service excellence through operational efficiency and team development. Adept at building positive customer experiences, streamlining processes, and fostering a collaborative, accountable team culture. Currently seeking to leverage this experience in a new industry, bringing a fresh perspective and strong transferable skills to a dynamic, customer-centric corporate environment.
Overview
10
10
years of professional experience
Work History
Store Manager/ Multi Site Store Manager
BWS
Green Square And Park Sydney
11.2019 - Current
- Operational Management
- Oversee daily operations across multiple BWS store locations
- Ensure stores comply with company policies, liquor laws, and safety regulations
- Monitor stock levels and manage inventory to meet customer demand
- Coordinate store rosters and manage team scheduling efficiently
- Team Leadership & Development
- Lead, support, and motivate multiple store teams
- Coach and develop Store Managers and team members
- Drive a positive team culture aligned with company values
- Manage performance, recruitment, and staff development initiatives
- Sales & Financial Performance
- Drive sales growth and meet KPIs across all managed sites
- Analyse store performance data to identify improvement areas
- Manage budgets, expenses, and profitability targets
- Customer Experience
- Ensure exceptional customer service standards across all stores
- Handle customer feedback and resolve escalated complaints
- Maintain store presentation and product availability to enhance shopper experience
- Communication & Coordination
- Act as the key communication link between stores and area/regional managers
- Implement and oversee promotional campaigns and operational updates.
- Coordinate cross-store initiatives and share best practices.
- Over 10 different sites managed, both permanently and in caretaker facility.
Multi Site Assistant Store Manager
BWS
Kurri Kurri/ Aberglasslyn
09.2018 - 11.2019
- Operational Support
- Assist the Store Manager in daily store operations, including opening and closing procedures.
- Ensure compliance with company policies, liquor licensing laws, and safety regulations.
- Manage inventory levels, conduct stocktakes, and coordinate stock replenishment.
- Oversee visual merchandising to maintain store presentation standards.
- Team Leadership
- Support in recruiting, training, and mentoring team members.
- Lead by example to foster a positive and inclusive team culture.
- Provide feedback and assist in performance evaluations.
- Coordinate staff scheduling to ensure adequate coverage.
- Sales & Financial Performance
- Collaborate with the Store Manager to achieve sales targets and KPIs.
- Analyze sales data to identify trends and opportunities for growth.
- Implement promotional activities and monitor their effectiveness.
- Assist in budgeting and expense management.
- Customer Experience
- Ensure high levels of customer satisfaction through excellent service.
- Address customer inquiries and resolve complaints promptly.
- Promote responsible service of alcohol and ensure staff compliance.
- Maintain a clean, safe, and welcoming store environment
Sales Assistant
BWS
Aberglasslyn
12.2015 - 09.2018
- Customer Service & Sales
- Welcome customers and assist with their shopping needs.
- Provide product knowledge to help customers make informed choices.
- Promote BWS loyalty programs and special offers.
- Ensure responsible service of alcohol in compliance with legal requirements.
- Stock Management & Merchandising
- Restock shelves and maintain product displays.
- Monitor inventory levels and report discrepancies.
- Ensure the store is clean, organized, and visually appealing.
- Point of Sale & Transactions
- Operate the cash register and handle various payment methods.
- Process sales, returns, and refunds accurately.
- Maintain accurate transaction records.
- Teamwork & Communication
- Collaborate with team members to achieve sales targets.
- Communicate effectively with colleagues and management.
- Participate in team meetings and training sessions.
- Safety & Compliance
- Adhere to health and safety guidelines.
- Ensure compliance with company policies and procedures.
- Report any safety hazards or incidents promptly
Education
Certificate III - Business Administration
Endeavour Industries
02.2012
Skills
- Team Leadership – Led and developed high-performing teams across multiple BWS locations, fostering strong culture and accountability
- Sales & KPI Achievement – Consistently exceeded sales targets through strategic planning, promotional execution, and performance tracking
- Customer Service Excellence – Delivered exceptional customer experiences and resolved escalated complaints with professionalism
- Retail Operations – Managed end-to-end store operations including stock control, merchandising, and compliance
- Compliance & RSA – Maintained full compliance with liquor laws and Responsible Service of Alcohol (RSA) standards
- Systems Proficiency – Skilled in POS systems, inventory management platforms, and staff rostering tools
- Adaptability & Problem Solving – Calm under pressure, with strong initiative and resilience in dynamic retail environments
Timeline
Store Manager/ Multi Site Store Manager
BWS
11.2019 - Current
Multi Site Assistant Store Manager
BWS
09.2018 - 11.2019
Sales Assistant
BWS
12.2015 - 09.2018
Certificate III - Business Administration
Endeavour Industries