Experience

VIBE 107.6 FM

• United Kingdom
• Broadcast Media Production and Distribution
• 1 - 100 Employee

• Managing Director

  • May 2013 - Present

  Instigated organisational transformation and responsible for developing strategy, programming, management and commercial performance of the station.Developed enthusiastic and focussed teamIncreased annual income by 300%Grew strong portfolio of advertisers from medium sized businesses and national brandsCreated additional revenue streams from running weekly events and concertsLaunched new websiteImproved social media presence, increasing Facebook Likes and Twitter Followers by 100%, developing Youtube channel and Instagram pageEnsured programming delivered against target audience requirements

• Non Executive Director

  • Sep 2012 - May 2013

  Board member with specific responsibility for commercial strategy.



Redbus Media

• Interim Retail Development Director

  • Aug 2011 - Feb 2013

  Successfully developed in store digital screen network with major High Street retailers, supermarkets and convenience stores. Responsible for commercial relationships and project management of pilot rollouts.



The Wine Society

• Interim Head of Programmes (Contact Centre)

  • Mar 2011 - Aug 2011

  Successfully programme managed initiative to improve customer experience through implementation of multi channel contact centre and back office technology refreshment, involving 200 staff and without disruption to service or sales.



Rieves UK

• Business Development Consultant

  • Apr 2010 - Mar 2011

  Developed charity sector of the business, delivering new retail revenue streams with leading charities such as Breast Cancer Care and Breast Cancer Awareness.



Camelot

• United Kingdom
• Consumer Services
• 700 & Above Employee

• Customer Operations Director

  • Nov 2007 - Nov 2009

  Responsibilities included multi-site inbound and outbound contact centre operation, handling 3.5 million contacts per annum, both B2C and B2B, as well as the supply chain making 2 million deliveries per annum to the retail trade.Improved customer experience, improving service levels at a time of increasing contacts and improving satisfaction scores to over 90%.Transformed Customer Operations re-structuring and strengthening operational teams, reducing costs by 35% in contact centres and saving £2m per annum in supply chain cost reduction programme.Successfully supported 5 million customers through re-launch of leading UK e-commerce site.Introduced Telephone Account Management Team handling £1.2bn of revenue per annum.Achieved double digit sales growth through dedicated Telesales team.Introduced real time system for customer feedback on service and email handling software to support multi channel approach.Initiated programme of reducing routine and low value contacts, whilst using customer insight to drive value from remaining contacts.Developed comprehensive dashboard with key customer service and performance metrics.Finalist in European Supply Chain Awards.

• Marketing and Bid Development Director

  • Feb 2006 - Oct 2007

  Responsible for marketing and merchandising of UK's third largest FMCG category, new product development across retail and digital channels, third licence bid development and the Olympic project.Increased category sales to £1bn per annum, 18% increase in trading year, 87% in five years.Consistently achieved top 10 awareness levels for TV campaigns supporting category.Developed strategy and delivered content for marketing, merchandising and product sections for winning bid.

• Marketing and Brand Director

  • Feb 2005 - Feb 2006

  Responsible for marketing communications, brand managers, NPD, insight, category management team and Olympic project, with annual budget of £35m.Grew total portfolio sales by 5% to £5bn per annum.Introduced new brand positioning and won nine awards for brand advertising campaign, including Cannes and the British Television Advertising Awards.Developed and launched new product across retail and digital channels generating £60m per annum for the funding of the Olympic and Paralympic Games.

• NPD and Category Director

  • May 2003 - Feb 2005

  Responsible for NPD, category management and customer insight teams.Managed UK's third largest FMCG category achieving double digit growth from base of £530m within 18 months and 39% in 3 years.Developed NPD processes and pipeline to assist in successful product launches including pan European product generating sales of £1bn per annum.

• Programmes and Business Improvement Director

  • Dec 2001 - May 2003

  Responsible for major transformation projects and cross functional business improvement intiatives, leading team of project managers, a PMO and process improvement consultants.Delivered programme for re-launch of UK's largest FMCG product, and the replacement of 30,000 retailer terminals, communication networks and permanent point of sale.Managed programmes for retail launch of new products with annual revenue of £290m and ticketing for the Millenium Dome.Instigated re-engineering of company processes resulting in large efficiency savings.



Camelot Group plc/Camelot International

• Head of Programmes & Business Improvement

  • Mar 1999 - Aug 2001

  Responsible for all cross functional programmes and business improvement intiatives leading project managers and process improvement team.Also Head of Programmes for international start up, initiating central PMO with Project Managers working internationally.



Camelot

• United Kingdom
• Consumer Services
• 700 & Above Employee

• Head of Customer Services

  • Jun 1994 - Mar 1999

  Member of start up management team that launched The National Lottery.Specific responsibility to build contact centre with 200 people in less than 6 months.Implemented new location and full technology refresh in purpose built centre after three years.Finalists in European Call Centre of the Year Awards



Shell UK Oil

• Head of UK Customer Services

  • Mar 1992 - Jun 1994

  Transformed Shell's largest call centre.Managed introduction of call centre technology.Led programme of cultural change to place customer at heart of service.Managed team scheduling Shell's tanker deliveries to petrol forecourts and commercial customers.