Experience

RICO LOGISTICS

• United Kingdom
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• Head of Client and Commercial Services

  • Nov 2010 - Present

  As Head of Client and Commercial Services for the leading UK IT Technology Engineering Services and Logistics companies I work in partnership with some of the UK's biggest IT manufacturer and Managed Services providers that are a major force across the UK and Europe As Deputy for the Divisional Director I am responsible for the retention, development and growth of account(s) seeking to further penetrate the customer base, offering a wider range of services and solutions to these clientsResponsible for all Service Delivery and Customer interfaces, ensuring that operational support to clients is managed exceptionally, delivered efficiently and profitably while providing effective accounts leadership and to provide line management and support to the dedicated Account Service Delivery team, PMO and Customer Support Centre.Core responsibilities• Develop and manage the Managed Services Engineering and IT logistics business; • Provide significant input into the strategic business planning process for the Technology Services business as a whole as well as encouraging a culture of strategic planning. to influence and implement customer centric solutions• Act as customer advocate and ensure contractual compliance, service excellence and conformance with a stringent service regime.• Build strong client relationships at the highest level. Active face-to-face engagement with customers to build good rapport and relationships of trust.• Lead and nurture the customer services team to provide the very highest levels of customer servicing.• Commercial / P&L responsibility, working to budgets to achieve all financial targets (revenue, cost and margin) developing and executing profit improvement plans.• Manage all aspects of the sales cycle from initial contact to order acceptance.• Respond to PQQ, ITT and RFIs, in accordance with bid process and sign on.• Provide accurate sales forecasts and productivity information

• Business and Commercial Account Manager

  • Apr 1999 - Oct 2010

  My role involved selling, delivering and managing Technical Field Engineering Break-Fix and Installation Services along with supporting Warehousing and logistics into the major Managed Services marketplace. Instrumental in the design and implementation of internal sales processes, and the delivery of successful contracts I gained extensive experience in both commercial proposal and Contract creation and negotiations to board level; defining standards and establishing/agreeing Service Levels with regular evaluations of the contract as it progressed, further identifying Service Improvement areas and additional opportunities for business development.I delivered many high level and critical projects working to Prince 2 methodology and principles with major IT infrastructure Blue chip clients and suppliers. Strategic in the planning and execution of these projects I scoped the requirement and set the parameters (timescales, budgets, range, scope, territory, authority),provided the solution design - including the commercial proposal, financial planning and contingency, established the communication tree and decision making processes/owners and facilitated/directed project review boards.



Polar Ford Warrington

• Business Development Manager

  • 1996 - 1999

  Responsible for targeting, developing and negotiating with potential customers to Director level, developing strong partnerships with both new and existing customers. Actively managing customer relationships by physical visits, reviews and SLA reporting and analysis, I acted as both leader and team member to drive profitable new business and penetration in existing accounts, overseeing and monitoring account implementation and the renewal process. I developed and presented customer proposals that incorporated consultative fleet solutions, fulfilling volume goals as assigned.Operationally I identified quality improvement opportunities in sales and customer interface processes, implementing projects as assigned. This included providing Market and competitive information to internal functions and identifying product, customer and marketing opportunities. Acting as Account Manager, I communicated the voice of the customer to internal functions to ensure service delivery and the complete management of the account.