NICOLA O'DWYER
Summary
Experienced Retail Store Manager with a proven track record in managing store operations, team building, and customer service excellence. Successfully led the setup and merchandising of 10 new stores in Ireland, enhancing product sales through high-impact visual merchandising. Demonstrated expertise in budget forecasting, stock control, and staff development across various roles in retail and hospitality sectors. Adept at handling customer complaints with professionalism and restoring satisfaction promptly. Career goal: to leverage extensive management experience to drive business growth and operational efficiency in a dynamic retail and hospitality environment.
Overview
1
1
Certification
23
23
years of professional experience
Work History
Retail Store Manager
Card Factory
clonmel, Ireland
03.2019 - 11.2025
- Managed Card Factory store operations as Store Manager in Newmarket, UK.
- Increased product sales through effective merchandising strategies and high-impact store displays.
- Led visual merchandising to create appealing displays.
- Trained new employees on customer service standards and store policies.
- Facilitated ongoing training sessions to improve employee skills in customer service and product knowledge.
- Handled customer complaints with empathy and professionalism.
- Restored customer satisfaction by resolving issues promptly and appropriately.
- Built positive staff working environments through guidance and daily support.
- Monitored team performance and identified areas for improvement.
- Managed change by adjusting processes with the store team.
- Prepared budget forecasts and controlled expenses within targets.
- Monitored spending closely to maintain financial control across the business.
- Transferred roles to Ireland in 2022 for new store openings.
- Supported setup and merchandising across 10 new stores in Ireland.
- Led hiring by reviewing CVs and conducting interviews.
- Selected top-qualified candidates by evaluating interview responses carefully.
supervisor
Grogans
Cashel, Ireland
08.2016 - 01.2019
- Instructed team members on food service protocols, ensuring cleanliness and compliance with health regulations.
- Created and executed operational procedures to enhance workflow efficiency and productivity.
- Ensured workplace safety by adhering to occupational and environmental health standards.
- Gained comprehensive knowledge of deli operations through hands-on experience in ordering and menu setup.
- Established Grogan's Deli and ice cream parlour, supporting initial operational setup.
Store Supervisor
Topaz service station
Cashel, Ireland
05.2016 - 08.2016
- Promoted to Shop Supervisor within 3 months at Topaz, adapting quickly to the challenges of Ireland's busiest location and motivating the team to achieve higher standards.
- Oversaw the stock management process, including receiving merchandise, replenishing shelves, and controlling shrinkage.
- Managed inventory control, performed regular stock checks, and reordered merchandise to ensure optimal stock levels.
Deli Assistant
Topaz service station
Cashel, Ireland
02.2016 - 05.2016
- Prepared a variety of deli items, including sandwiches and salads, adhering to hygiene standards.
- Monitored stock levels and checked temperatures to maintain food safety standards.
- Ensured cleanliness of the deli area, including counters and equipment, to comply with health regulations.
- Wrapped and packaged food items for customer takeaways, ensuring freshness and appealing presentation.
- Provided exceptional customer service, resolving complaints and answering queries promptly.
Bar Manager /Licensee
The Crown
Colkirk, Norfolk
11.2014 - 12.2015
- Managed bar operations, overseeing stock levels, ordering supplies, and maintaining inventory accuracy.
- Controlled budget and payroll, ensuring financial targets were met.
- Led a team of bartenders and support staff, fostering a collaborative work environment.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Monitored alcohol consumption and kept operation in line with legal service requirements.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Fostered relationships with regular customers, building a loyal community around the bar.
Bar manager
The cherry tree
Dagenham, Essex
01.2013 - 10.2014
- Managed daily bar operations, ensuring smooth service and compliance with industry best practices and owner standards.
- Led team of bartenders and support staff to create a collaborative work environment that enhanced service quality.
- Fostered relationships with regular customers, building a loyal community around the bar.
- Tracked alcohol consumption to ensure responsible service and adherence to legal requirements, maintaining operational integrity.
- Maintained high standards of cleanliness and hygiene within the bar area, adhering to health and safety regulations.
- Reconciled cash registers daily to maintain financial integrity and accountability., reconciled transactions and deposited establishment's earnings.
Sales assistant
Xtra vision
Cashel, Co. Tipperary
05.2011 - 11.2012
- Delivered exceptional customer service, resolving issues to ensure customer loyalty and repeat business.
- Assisted customers in locating products and offered detailed information, improving their overall shopping experience.
- Enhanced shopping experiences by providing tailored DVD and game recommendations based on customer preferences.
- Maintained neat, clean, and organised shelves through effective visual merchandising, contributing to an inviting shopping environment.
General Store Manager and Designated Premises Supervisor
One Stop Ltd
Brownhills, Walsall
11.2007 - 03.2009
- Oversaw all alcohol sales operations in-store as D.P.S and handled daily transactions.
- Managed shifts as shift manager, achieving promotion to convenience store manager within 6 months due to strong operational oversight.
- Enhanced store performance by implementing tighter stock control and efficient ordering routines, leading to better inventory management.
- Analysed sales data, adjusted inventory levels, and maximised profitability and customer satisfaction.
- Monitored health and safety compliance, and trained staff to maintain standards.
- Monitored and controlled store budget, effectively managing expenses to consistently meet financial targets.
Assistant Manager
The Central
Finchley, North London
01.2007 - 09.2007
- Managed bar operations, including staff rotation and training, stock control and ordering, health and safety compliance, customer relations, and banking procedures.
- Coordinated with senior management to implement strategic plans for revenue growth.
- Monitored staff performance and developed improvement plans.
- Trained new employees on company policies, customer service excellence, and sales techniques.
Bar person/Assistant Manager
The Greystoke
North Ealing, London
01.2006 - 01.2007
- Progressed from bar person to assistant manager, gaining training in pub operations, profit and loss analysis, licensing laws, food safety, stock control, ordering, and customer relations.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Maintained organised bar area for efficient customer service.
- Took customer orders and prepared drinks following best practices for each type.
Senior Childcare Assistant
Oakland Drive Community Centre
Clonmel, Co Tipperary
09.2004 - 07.2005
- Supported children birth-to-five by creating engaging, curriculum-aligned activities that fostered developmental growth.
- Created fun resources for children to aid learning and development.
- Assisted and taught children basic care needs, including toileting, washing, feeding and bathing.
- Monitored children's activities to enhance safety and security, ensuring a safe play environment.
- Closely monitored child movements, ensuring children stayed safe and free from hazards.
- Prepared and served nutritious meals, promoting healthy eating habits among children.
Childcare Trainee
Noonan Centre
Co Tipperary
09.2002 - 09.2004
- Applied childcare knowledge daily while pursuing qualifications, enhancing skills through practical experience.
Education
Gcse's -
Brentside high school
london uk1999
Skills
- Store management
- Inventory management
- Stock control
- Visual merchandising
- Budget forecasting
- Cash management
- Customer service
- Staff development
- Team building
- Effective time management
- Business development
Certification
BIAB National certificate for personal licence,
FAS F.E.T.A.C, Childcare level 1, Childcare level 2, Special needs/additional needs course
currently doing a Digtal marketing course with IBM
Timeline
Retail Store Manager
Card Factory
03.2019 - 11.2025
supervisor
Grogans
08.2016 - 01.2019
Store Supervisor
Topaz service station
05.2016 - 08.2016
Deli Assistant
Topaz service station
02.2016 - 05.2016
Bar Manager /Licensee
The Crown
11.2014 - 12.2015
Bar manager
The cherry tree
01.2013 - 10.2014
Sales assistant
Xtra vision
05.2011 - 11.2012
General Store Manager and Designated Premises Supervisor
One Stop Ltd
11.2007 - 03.2009
Assistant Manager
The Central
01.2007 - 09.2007
Bar person/Assistant Manager
The Greystoke
01.2006 - 01.2007
Senior Childcare Assistant
Oakland Drive Community Centre
09.2004 - 07.2005
Childcare Trainee
Noonan Centre
09.2002 - 09.2004
Gcse's -
Brentside high school