1. Gerry Fleming
90 Featherstone Gardens, Borehamwood WD6 2LW
07825680179
gerry.fleming@whitbread.com
PROFESSIONAL ACHIEVEMENTS
• Costa Golden Bean Award 2013 - Best Area performance London Region
• Pizza Hut Area Manager of the year for Product 2007
• Pizza Hut Golden Pan Award 2005
• Costa Best Route to Market Award 2004
• Pizza Hut Belief in People Award 2003
CAREER SUMMARY
Costa Coffee
Part of Whitbread PLC
Regional HR Business Partner Sept 2014 - Present
• Partnering the Regional Operations Director to achieve the National and Regional
People Agenda
• Enabling and Supporting 9 Retail Development Managers to build a team of well
trained and engaged managers.
• Involved in numerous projects to support our National People strategy
• Created “BIG Welcome” tool and cascaded this to the business for Store Managers
to use with new starters
• Relaunched “Online Recruitment” system to the business
• Delivered a 6% improvement in team turnover and a strong infrastructure to enable
RDMs to build their succession plans
Retail Development Manager 2010 - 2014
Annual turnover of £10 million from 24 stores
• Leading a team of 24 Store Managers
• Delivering year on year performance across all KPIs
• Operational support and input to open 7 new stores in North London
• Trial area for company initiatives – Costa at Home, Soft Brew, Happy Hour, Pastries
• Involvement and supported roll out of Labour hours budget project
• ARDM Support role
• Creating and launching Stars Central Assessment initiative across UK
• Supporting numerous Management Training and Development projects
• Developed one Store Manager to BEM and another to Regional Auditor
• Workstream leader for Costa Convention Gala Diner

2. Pizza Hut and MFT Foods 2008 - 2010
First UK Franchise for Pizza Hut FSR
Operations Manager
Annual turnover of £6.5 million from 8 stores
• Helped to build the support structure required for this Pizza Hut franchise
• Led a team of 8 Store Managers and a total of 230 team members
• Involvement in creating budgets and negotiating SLAs with contractors
• Overseeing all operational opportunities to grow sales and profits
• Conducting all internal audits and creating all monthly communication and
presentations
Pizza Hut UK and Ireland
Owned by YUM Restaurants International
Area Manager 2007 - 2008
Annual turnover of £5 million from 7 stores
• Lead a team of 7 Store Managers of mixed divisions of Dine In and Delivery
• Improved service and sales initiatives resulting in a 4.5% increase in average spend
and the Area coming first in the Region for Mystery Guest programme
• Reduced customer complaints from 1 per £13,600 to 1 per £41,000
• Improved operational profit by 4% from 32.5% to 36.5%
General Manager 1991 – 2007
Managed stores with AWS ranging from £6k - £58k
• Full operational and P&L responsibilities
• Succession planning and people development
• Led first dual concept partnering with Costa in Cambridge Circus 2004
EDUCATION & QUALIFICATIONS
University of Ulster – Foundation Studies in Fine Art and Design
Various Pizza Hut Training Courses including Developing Champions and
LMR Modules (Leading Multiple Restaurants)