About

I am an operations manager based in London. Every day I look after a network of 27 dry cleaning stores: standards, quality, costs, people, reconciliation. After hours I build the tools that make that work simpler.

I started on the shop floor, so I know every process from the inside: from taking in a garment, through stains and complaints, to closing the day and speaking to a customer whose favourite jacket was damaged. That perspective means I do not design solutions on paper. I design them for the real working day of a team.

What I do differently

Most companies know their processes but cannot measure them. Across a multi-site network the problem is not a lack of data, it is that the data sits in five places and three formats. So I start with one question: which single number will change if we ship this? If there is no such number, there is no project.

The second rule: give work to a machine only when it is genuinely repetitive. Automating a badly designed process just produces mistakes faster. Process first, tool second.

Experience

• Retail network operations - 27 locations, service standards, cost control, training and new site openings.
• Automation and AI - my own agents and scripts for reporting, document flow and team communication; integrations with email, invoices and spreadsheets.
• Data and reporting - monthly operations reports, reconciliation, KPI dashboards for people who have no time to read tables.
• Development - EMBA at WSB-NLU, management; earlier hands-on work in dry cleaning and consumer services.

How I work

Concretely and without 40-slide decks. Diagnosis takes a week, not a quarter. The first result should be visible in the first month, not after the whole system is rolled out. If I cannot do something, I say so and point to someone who can.