SHERRY GEORGE THOMAS
Bangalore
Summary
Accomplished retail business leader with over 22 years of overall retail experience, currently serving as Regional Manager, managing 22 stores across the South, with extensive expertise in multi-store operations, business management, retail expansion, and commercial performance.
Successfully contributed to 35 new store openings, with a strong track record in driving sales growth, profitability, operational excellence, and customer experience. Experienced in leading large retail teams, developing high-performing Store Managers, and delivering business objectives through strategic planning and cross-functional collaboration.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Regional Manager
Marks and Spencer Reliance India Pvt Ltd.
Bengaluru
01.2021 - Current
- Develop and execute regional business plans aligned with company objectives, sales budgets, and commercial priorities.
- Manage regional operating expenses, manpower productivity, and resource allocation to enhance operational efficiency.
- Monitor key retail KPIs, including sales, conversion, UPT, ABV, customer service, and operating expenses, to improve business performance.
- Conducted regular store visits and business reviews to identify performance gaps and implement corrective action plans that strengthened overall P&L performance across the region.
- Led, coached, and developed Store Managers and leadership teams, enhancing engagement and succession planning.
- Drive customer experience and service excellence, ensuring consistent delivery of Marks & Spencer brand standards across stores.
- Support regional expansion and new store development through operational readiness, manpower planning, and cross-functional coordination.
- Build a performance-driven culture focused on accountability, colleague development, customer satisfaction, and sustainable business growth.
Chief Manager- New Store Development (Retail)
Marks & Spencer Reliance India Pvt. Ltd.
Bengaluru
08.2018 - 01.2021
- Led new store development and expansion initiatives, supporting the company's retail growth strategy across India.
- Contributed to opening 35+ new stores, achieving timely execution and operational readiness.
- Managed end-to-end store opening activities, from project planning and site readiness to pre-opening preparation and launch execution.
- Coordinated cross-functional teams, including projects, real estate, finance, HR, visual merchandising, IT, and supply chain, to successfully deliver store opening projects.
- Worked closely with internal stakeholders and external partners to ensure project timelines, budgets, and brand standards were met.
- Coordinated store layout, fixture installation, merchandising, stock readiness, manpower deployment, and colleague training before launch.
- Monitored project progress, identified challenges, and implemented corrective actions to mitigate delays.
- Ensured new stores complied with company operational & Visual standards, safety requirements, and brand guidelines.
- Supported store handover and post-opening stabilization to ensure smooth business operations
Store Manager
Marks and Spencer Reliance India Pvt. Ltd.
BANGALORE
01.2012 - 08.2018
- Maximized profitability through efficient budgeting and identified growth opportunities. Led the store from 35th to 9th best in the country.
- Exceeded sales targets consistently by assisting customers in selecting and purchasing merchandise.
- Optimized store performance through continuous evaluation of existing processes and identifying improvement opportunities.
- Set SMART goals for the store team, develop staff abilities, and increase sales performance.
- Motivated team members by setting ambitious goals and fostering collaboration to achieve desired business results.
- Analyzed daily and weekly sales results and maintained ongoing, productive dialogue with the area manager and peers on sales performance.
- Maintained strong partnership with the Operations Manager to keep alignment and timely communication.
- Understood what drives overall business success and prioritized and delivered quality results.
- Built brand loyalty by promoting company loyalty schemes, hosting events, and engaging with repeat customers.
- Analyzed competitor strategies to develop targeted promotional ideas that strengthened store visibility.
- Upheld a positive and proactive approach to challenges, using initiative and demonstrating commitment and flexibility.
- Provided excellent customer care through prompt complaint resolution and quality of service.
- Uphold a positive and proactive approach to challenges, using initiative and demonstrating commitment and flexibility.
- Led regular staff performance reviews to provide guidance and support for individual development.
Area Manager
Landmark Group Qatar
Doha
05.2011 - 11.2011
- Developed and implemented area business plans aligned with company objectives, sales budgets, and commercial priorities.
- Managed retail operations across multiple stores, driving sales performance, profitability, and operational excellence.
- Identified underperforming stores and implemented targeted action plans to improve sales, profitability, and customer experience.
- Monitored key performance indicators to assess sales, conversion, UPT, ATV, customer service, and operating expenses, thereby driving informed decision-making.
- Conducted regular store visits and performance reviews to identify business opportunities and implement targeted improvement plans, enhancing overall performance.
- Led, coached, and developed Store Managers and retail teams to improve productivity, engagement, and business performance.
- Ensured consistent execution of brand standards and operational procedures, maintaining high levels of customer service and visual merchandising.
- Collaborated with HR, Finance, Visual Merchandising, Supply Chain, and other departments to achieve business objectives.
- Supported talent development and succession planning by identifying and preparing future retail leaders.
Manager Operations
Westside, Division of Trent Ltd
Mumbai
12.2008 - 03.2011
- Planned and managed resources and the budget to support and deliver objectives.
- Managed staffing schedules for large teams, enhancing operational efficiency and maintaining budget compliance.
- Delivered KPI targets and improvements on a consistent basis through excellent leadership.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Developed and implemented best practice policies and processes to improve operational performance.
- Allocated resources strategically to achieve high ROI and minimize financial cost.
- Conducted audits and risk assessments to achieve regulatory compliance.
- Upskilled staff through targeted training opportunities, enhancing team capabilities.
- Developed strong teams by skillfully recruiting, orienting and training loyal, hard-working employees.
- Reduced staff turnover rates by improving team culture, transparency, and cohesion.
- Acted as the point of contact for high-level queries and represented the team at senior leadership meetings.
Mall manager
Megamart, Arvind Brands Ltd
Pune
05.2008 - 11.2008
- Led mall operations to achieve profitability through strategic management.
- Enhanced property visibility by implementing targeted marketing strategies across multiple platforms, increasing interest and reducing vacancy duration.
- Drafted lease contracts and collected deposits from tenants.
- Dealt with letting issues and sought mutually-beneficial solutions for positive client and tenant satisfaction.
- Acted as main point of contact for tenants, contractors and third party agents.
- Resolved maintenance issues in line with relevant procedures.
- Organized remedial work and check-out reports for tenancy terminations.
- Answered emergency enquiries, booking relevant contractors and recording incidents following best practice.
- Confirmed routine testing of fire and security alarms to verify property safety.
Asst. Mall Manager
Future Group, Pantaloons Retail India Ltd
Pune
01.2004 - 04.2008
- Coordinated with retail tenants, brand partners, and internal teams to enhance mall operations and elevate customer experience.
- Monitored mall performance, footfall, occupancy, tenant sales, and customer engagement to support business growth.
- Assisted in developing and executing mall marketing campaigns, promotional activities, and seasonal events to increase footfall and customer engagement.
- Monitored tenant compliance with mall policies, operating procedures, safety standards, and lease-related requirements.
- Supported tenant relationship management, addressing operational concerns and facilitating timely resolution of issues.
- Assisted in budget monitoring, operating expense control, and resource planning to improve operational efficiency.
- Coordinated with leasing, marketing, finance, and operations teams to support mall business objectives.
- Monitored customer feedback and service standards, and implementing initiatives to elevate overall shopping experience.
- Contributed to improving mall performance through effective stakeholder coordination, operational discipline, and customer-focused initiatives.
Showroom Manager and Warehouse Manager
GAUTIER India Pvt. Ltd
Bengaluru
01.2001 - 11.2003
- Managed showroom operations to ensure seamless customer experiences and drive sales.
- Increased sales and profitability through proactive lead follow-up and customer engagement.
- Oversaw showroom checklists to guarantee sales floor standards consistently met company criteria.
- Collaborated with sales team to streamline order fulfillment and enhance customer satisfaction.
- Directed shop floor replenishment processes to maximize accuracy and availability of inventory.
- Line managed employees by supervising training, monitoring performance, and planning staff rotas.
- Communicated with staff at meetings regarding store results to help achieve team goals.
- Used strong product knowledge and familiarity with store promotion policies to negotiate deals with clients.
Team Leader
Viscon Fiscal Services
Kochi
09.1999 - 11.2000
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led shifts and motivated team, resulting in increased sales.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Resolved employee relations issues and navigated disciplinary proceedings, fostering a positive work environment.
- Recognized exceptional individual performance, enhancing team motivation and engagement.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
Marketing Executive
Southern Investment
Kochi
07.1998 - 08.1999
- Led a high-performing marketing team focused on creative innovation and client satisfaction.
- Executed search engine optimization (SEO), pay-per-click (PPC) advertising, and social media marketing to meet diverse client marketing needs.
- Identified new customer segments and target audiences to expand reach.
- Streamlined workflows with marketing automation tools, reducing expenditures and enhancing operational efficiency.
- Collaborated with board members and stakeholders to align budgetary and operational strategies with organizational goals.
Education
Diploma - Electronics and Telecommunication
Hindustan Institute of Eng
Chennai, Tamil Nadu06-1998
Skills
- Regional Business Management
- Multi-Store Operations
- Sales & Profitability
- P&L Management
- Business Planning
- Store Expansion
- People & Talent Development
- Customer Experience
- Operational Excellence
- Inventory & Stock Management
- Visual Merchandising
- Stakeholder Management
Accomplishments
- Business Growth & Commercial Performance:
Manage a 358 crore business portfolio across South India, leading commercial performance across 22 Marks & Spencer stores while driving regional sales growth, profitability, operational excellence, and strategic business priorities through effective store-level execution.
Delivered 20% year-on-year sales growth across the regional business through focused sales execution, customer engagement, and store performance management.
Achieved 11% above sales plan, consistently driving business performance beyond budget expectations.
Strengthened sales productivity through focused monitoring of conversion, average transaction value, units per transaction, and customer engagement.
Improved regional business performance through regular performance reviews, targeted action plans, and close monitoring. - Profitability & Cost Optimization:
Delivered a 15% improvement in costs against plan through disciplined cost management, productivity initiatives, and operational efficiency.
Strengthened regional profitability through effective expense control, manpower productivity, and resource optimization.
Improved cost efficiency while maintaining operational standards and customer service across the region.
Enhanced commercial discipline through regular monitoring of store expenses, budgets, and business performance. - People Leadership & Talent Development:
Led and developed a regional workforce of 489 colleagues, building a performance-driven culture focused on accountability, customer experience, and business delivery.
Enabled 5 internal promotions across designations during the year, strengthening the regional talent pipeline and supporting career progression.
Developed Store Managers and leadership teams through structured coaching, performance reviews, and individual development plans.
Strengthened succession planning and internal talent development to support business continuity and future expansion.
Built strong leadership alignment across stores to improve execution, employee engagement, and business performance.
Enhanced overall performance by providing FHS, first aid, and COVID emergency training to internal/external store colleagues. - Retail Expansion & New Store Openings:
Spearheaded the end-to-end launch of 35 Marks & Spencer stores across India over a two-year period, overseeing site readiness, recruitment, training, inventory planning, and operational excellence to support rapid business expansion.
Played a key role in end-to-end store opening activities, including operational readiness, manpower planning, recruitment, training, and launch execution.
Coordinated with cross-functional teams to ensure timely store readiness and alignment with brand and operational standards.
Supported the establishment of new stores by building capable teams and implementing operational processes from pre-opening through launch. - Operational Excellence & Stock Management:
Strengthened operational controls and stock management practices across the regional portfolio, supporting improved inventory accuracy and loss prevention. TY shrinkage 0.13%, LY 0.29%; shrinkage reduced by (-55%).
Improved store operational efficiency through regular audits, compliance reviews, and structured action planning.
Maintained focus on retail standards, stock availability, visual merchandising, and customer service across the region.
Drove continuous improvement in store execution through regular business reviews and performance monitoring. - Customer Experience & Brand Standards:
Strengthened customer experience and service standards across the regional portfolio through focused monitoring of customer feedback and service KPIs.
NPS scores improved to 75% from 66% LY; mystery shopping scores improved to 93% from 89% LY.
Improved consistency in brand execution, visual merchandising, and customer service across stores.
Embedded a customer-first culture through Store Manager coaching, service reviews, and targeted improvement plans.
Certification
- - Raise the bar- People & leadership effectiveness.
- Line Manager Development Program.
- Corporate and Soft Skills Training
- RFID & Inward Process.- Raise the Bar: People and Leadership Effectiveness
- Line Manager Development Program
- Corporate and Soft Skills Training
- RFID and Inward Process
- Fabric and Product Training
- Train the Trainer: FHS, Business Continuity, and Standard Operating Procedures (SOP)
- Excellence in Customer Relations and Customer Touchpoints
- Train the Trainer Program: Delivery and Evaluation
- Excellence in Customer Service
- Sports Category Training by Nike and Reebok (including Brand History and Different Technologies in Footwear and Apparel)
- Fabric & Product Training
- Train the Trainer - FHS, Business continuity & SOP.
- Excellence in Customer Relations and Customer Touchpoint.
- Train the Trainer program - Delivery and Evaluation
- Excellence in Customer Service.
- A Sports Category training by Nike & Reebok (Brand History, Different Technologies of Footwear and Apparel).
Awards
- Bridge builder of the year - 2025-2026
- M&S Game Changer of the Year - 2024- 2026
- M&S Game Changers – 2021- 2022
- Store Manager of the Year 2015 – 2016.
- Energy Champion store for the year 2013 – 2014 and in 2012 – 2013.
- Store Manager of the Quarter, 2012 – 2013.
- Best Improvement Store of the Quarter - 2012- 2013
- Best Improvement Store of the Year - 2012- 2023
- Store Manager of the Year, 2012– 2013.
Languages
- English
- Hindi
- Malayalam
- Tamil
- kannada
Timeline
Regional Manager
Marks and Spencer Reliance India Pvt Ltd.
01.2021 - Current
Chief Manager- New Store Development (Retail)
Marks & Spencer Reliance India Pvt. Ltd.
08.2018 - 01.2021
Store Manager
Marks and Spencer Reliance India Pvt. Ltd.
01.2012 - 08.2018
Area Manager
Landmark Group Qatar
05.2011 - 11.2011
Manager Operations
Westside, Division of Trent Ltd
12.2008 - 03.2011
Mall manager
Megamart, Arvind Brands Ltd
05.2008 - 11.2008
Asst. Mall Manager
Future Group, Pantaloons Retail India Ltd
01.2004 - 04.2008
Showroom Manager and Warehouse Manager
GAUTIER India Pvt. Ltd
01.2001 - 11.2003
Team Leader
Viscon Fiscal Services
09.1999 - 11.2000
Marketing Executive
Southern Investment
07.1998 - 08.1999
Diploma - Electronics and Telecommunication
Hindustan Institute of Eng