Nathan Spalding
Kirribilli,NSW
Summary
Mentoring and coaching teams is at the heart of my approach, as I believe in supporting others to achieve their best and uncover new growth opportunities. My energy comes from working in fast-paced environments that challenge and inspire me to apply critical thinking, seek opportunities, and act decisively.
Overview
20
20
years of professional experience
1
1
Certification
Work History
FOOD MANAGER
IKEA
Sydney, NSW
07.2022 - Current
- Strategically led a team of 65, including senior leaders, to drive financial performance and sales growth.
- Implemented decisive processes and cost optimization strategies, driving impressive sales results while overseeing a multimillion-dollar food business. Engaged the team actively in these initiatives, ensuring their involvement in driving performance and achieving goals.
- Maintaining compliance through rigorous food safety standards.
- Focused on team development and succession planning.
CUSTOMER MANAGER
IKEA
Sydney, NSW
09.2020 - 07.2022
- Managed the Customer Relations department at IKEA Tempe, leading a team of 60, including team leaders, and operations managers.
- Championed customer journey mapping to pinpoint pain points and elevate the customer experience.
- Leveraged data tools and innovative approaches to uncover and embrace improvement opportunities.
- Fostered a culture of curiosity and inspiration within the team, driving them to deliver exceptional results and continuously seek ways to enhance the customer experience.
- Responsible for cost control, including customer compensation and the resolution processes.
SHOPPING EXPERIENCE MANAGER
IKEA
Sydney, NSW
04.2018 - 09.2020
- Analyzed customer feedback and created action plans to address issues identified.
- Conducted user surveys and interviews to evaluate customer satisfaction levels.
- Collaborated with team members to identify areas of improvement in the customer experience.
- Designed customized solutions to meet individual customer needs while delivering quality results.
- Coordinated cross-functional activities between departments such as marketing, sales, and operations.
CUSTOMER RELATIONS TEAM LEADER
IKEA
Sydney, NSW
12.2017 - 04.2018
- Responsible for the implementation and follow-up of the internal review process to measure efficiencies in wait time, customer satisfaction, and cost control.
- Handled customer inquiries and suggestions courteously and professionally.
- Business partner with front-line call center team to resolve complex issues and follow up on customer experience.
- Leading a team of 20 people in the Returns and Exchanges, and Checkout area of the IKEA Tempe store.
- Tracking customer service cases to analyze trends and provide feedback on sales process opportunities.
STORE MANAGER
West Elm, Chatswood
Sydney, NSW
07.2017 - 12.2017
- Managed inventory control, cash control, and store opening and closing procedures.
- Leading a small team as Store Manager in a high-end home furnishings store in the busy Chatswood Chase shopping mall.
- Managed store employees successfully in a fast-paced environment through proactive communication and positive feedback.
SHOPKEEPER KITCHEN DEPARTMENT
IKEA Tempe
Sydney, NSW
05.2016 - 06.2017
- Leading a team of 15 Kitchen design consultants in the IKEA Tempe store responsible for follow up of the sales target
- In my first year in the role, we achieved a positive 19% index on goal. In the following year, we achieved a positive 11% index on goal.
- Driving sales growth in the department.
- Securing competence within the team.
KITCHEN TEAM LEADER
IKEA
Sydney, NSW
05.2013 - 05.2016
- Conducted daily maintenance routines to ensure quality perception
- Leading the daily operation of the Kitchen and Dining department, the focus of my role was to monitor and mentor the team
- Rostering according to trading patterns
- Follow up of co-worker's individual performance
- Keeping team motivated and updated towards team targets
- Follow up of customers design and experience NPS (satisfaction).
STORE MANAGER
Early Settler
Sydney, NSW
03.2013 - 04.2013
- Managed inventory control, cash control, and store opening and closing procedures
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Securing profitability and store turnover of sales.
Department Manager
Myer
Sydney, NSW
03.2010 - 12.2012
- Leading the Home Furnishing area in the Myer Sydney City flagship store
- Responsible for sales of mattresses, home furnishings, toys and electrical business
- Team performance follow up and on the job coaching.
SENIOR TEAM LEADER
Freedom Furniture
Moore Park, Sydney
03.2005 - 01.2010
- Set clear team goals and delegated tasks and set deadlines
- Produced weekly, daily and monthly activity reports and forecasts
- Leading the sales team in both the Moore Park flagship store and Balgowlah store
- I had a team of approximately 30 people
Education
High School Certificate -
Pittwater High
Mona Vale, NSW01-1998
Skills
- Anticipate challenges and implement innovative solutions
- Manage stakeholders and streamline processes for efficiency
- Cost management, financial forecasting, and budgeting
- Ensure attention to detail in customer experience and journey insights
- Identify improvement opportunities and drive high performance
- Communicate effectively, both verbally and in writing
- Mentoring, coaching and team development
Certification
- TAFE Certificate III in Business (Business Administration)
- Insight's CRM
- Baseware
- KRONOS
- MS Office
- GADD Power Bi
- SAP (Basic)
Timeline
FOOD MANAGER
IKEA
07.2022 - Current
CUSTOMER MANAGER
IKEA
09.2020 - 07.2022
SHOPPING EXPERIENCE MANAGER
IKEA
04.2018 - 09.2020
CUSTOMER RELATIONS TEAM LEADER
IKEA
12.2017 - 04.2018
STORE MANAGER
West Elm, Chatswood
07.2017 - 12.2017
SHOPKEEPER KITCHEN DEPARTMENT
IKEA Tempe
05.2016 - 06.2017
KITCHEN TEAM LEADER
IKEA
05.2013 - 05.2016
STORE MANAGER
Early Settler
03.2013 - 04.2013
Department Manager
Myer
03.2010 - 12.2012
SENIOR TEAM LEADER
Freedom Furniture
03.2005 - 01.2010
High School Certificate -
Pittwater High
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