Experience

CMap

• United Kingdom
• Software Development
• 1 - 100 Employee

• Head Of Client Services

  • Jan 2020 - Present

  CMap Head of Client Services, leading the Onboarding, Consulting and Customer Success service offerings delivered by a team of 15 based in the UK and USA.1. OnboardingAccountable for the design, delivery and success of the global portfolio of CMap implementation projects designed to set-up clients with CMap in an effective, efficient manner. Over 150 Clients have been successfully launched with CMap since redesigning the project methodology and developing supporting materials to enhance the client experience. 2. ConsultancyAccountable for designing and leading the new Consultancy service offerings, including leading on the Go-To-Market Strategy. Since its launch, c.100 Consultancy Projects have been sold and successfully delivered. Recurring Consultancy Services are set to be launched in 2022.3. Customer SuccessAccountable for the growth and retention of all existing CMap clients globally, leading a team of Account Managers responsible for driving customer success and targeted on revenue retention.



Deloitte

• Business Consulting and Services
• 700 & Above Employee

• Manager

  • Sep 2013 - Dec 2019

  Central role in the development of the Project Risk Service offering:o Independently designed a Portfolio Management workflow application that has been built by a third party. o Developed a national client-facing playbook detailing the future service offering available.o Managed a central team to deliver national recommendations to improve Deloitte’s market presence o Led on the North West engagement plan to improve awareness of Project Risk Services.Programme Assurance Manager experiences:o Policing Institution (London)- Ben worked in a joint team with Consulting to establish six projects within the Corporate Services Function at a Policing organisation in central London.o Central Government – Ben is the lead manager overseeing the 18 month on-going engagement. Assurance reviews are performed on deep-dive areas such as Stakeholder Engagement and Risk Management.o Government Organisation for International Relations – Ben leads the programme assurance reviews at a Government Organisation for International Relations. Theo Central Government – Ben led an investigation into asset leakage at a Central Government organisation, leading a team assessing the end-to-end control environment and quantifying the volume of asset leakage.o Healthcare – Managed the annual delivery of 8 – 10 programme assurance reviews at a national government health organisation including programmes of national priority such as cancer, maternity and diabetes.o Telecommunications – Wrote the proposal and managed the delivery of £150k programme assurance review of a national programme to roll-out an Emergency Services Network. A further £300k engagement has been sold following our initial review.o Quasi-Government Financial Services – Managed the embedded programme assurance activity across the 18 month lifecycle of a programme designed to migrate £billion loan books across financial platforms.



Merlin Entertainments

• United Kingdom
• Entertainment
• 700 & Above Employee

• Entertainer

  • Jun 2011 - Sep 2012

  Key achievements: Awarded the Star Staff Award for employee of the month, during the only month eligible. Central part of the team that achieved two 100% ratings in internal reviews, placing the team as the world’s best; ranking as the greatest achievements for the establishment to date. Letter of commendation from senior member of staff, available on request.Main responsibilities include:• Delivering excellent customer service and interface with all guests, whilst performing various dramatised roles• Entrusted to train fellow staff, to operate multiple, fundamental aspects of the business• Increasing retail sales by utilising every opportunity to market current offers and promotions• Assigned with a special, unique responsibility to collect ‘Key Performance Indicator’ responses from guests on a daily basis• Worked closely with the Trade, Sales and Marketing Director to learn more about and assist with the promotion of the centre.