Benjamin Rand MSc MCMI
Global Head of Business Unit - Service Parts and Repair at CMR Surgical- Claim this Profile
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Bio
Gareth Walsh
Ben is top of his game in many aspects of his work, but none more so than when it comes to managing the customer journey and consistently innovating to benefit customers and generate advocacy.
Maximilian Geigis
I enjoyed working with Benjamin on the design, implementation and roll-out of a large-scale Salesforce Service Cloud for the European Customer Care business of a client in the MedTech industry. Ben took on the role of the product owner in the agile implementation of the solution, being the voice of 1.000+ user across Europe. He did a great job in uncovering the business' true pain points and translating these into requirements. What stood out to me was Ben's strong customer-focus, always challenging the status quo in order to improve the customer journey. Furthermore, he did a great job in balancing requirements from many different stakeholders, taking very good decisions in prioritizing requirements while always keeping the product vision in mind. As a product owner, Ben embraced agile principles in an environment that had previously not worked with agile methodologies. Finally, Ben is a great team player who is very appreciative of his co-workers and makes sure that everybody on a team stays on-board.
Gareth Walsh
Ben is top of his game in many aspects of his work, but none more so than when it comes to managing the customer journey and consistently innovating to benefit customers and generate advocacy.
Maximilian Geigis
I enjoyed working with Benjamin on the design, implementation and roll-out of a large-scale Salesforce Service Cloud for the European Customer Care business of a client in the MedTech industry. Ben took on the role of the product owner in the agile implementation of the solution, being the voice of 1.000+ user across Europe. He did a great job in uncovering the business' true pain points and translating these into requirements. What stood out to me was Ben's strong customer-focus, always challenging the status quo in order to improve the customer journey. Furthermore, he did a great job in balancing requirements from many different stakeholders, taking very good decisions in prioritizing requirements while always keeping the product vision in mind. As a product owner, Ben embraced agile principles in an environment that had previously not worked with agile methodologies. Finally, Ben is a great team player who is very appreciative of his co-workers and makes sure that everybody on a team stays on-board.
Gareth Walsh
Ben is top of his game in many aspects of his work, but none more so than when it comes to managing the customer journey and consistently innovating to benefit customers and generate advocacy.
Maximilian Geigis
I enjoyed working with Benjamin on the design, implementation and roll-out of a large-scale Salesforce Service Cloud for the European Customer Care business of a client in the MedTech industry. Ben took on the role of the product owner in the agile implementation of the solution, being the voice of 1.000+ user across Europe. He did a great job in uncovering the business' true pain points and translating these into requirements. What stood out to me was Ben's strong customer-focus, always challenging the status quo in order to improve the customer journey. Furthermore, he did a great job in balancing requirements from many different stakeholders, taking very good decisions in prioritizing requirements while always keeping the product vision in mind. As a product owner, Ben embraced agile principles in an environment that had previously not worked with agile methodologies. Finally, Ben is a great team player who is very appreciative of his co-workers and makes sure that everybody on a team stays on-board.
Gareth Walsh
Ben is top of his game in many aspects of his work, but none more so than when it comes to managing the customer journey and consistently innovating to benefit customers and generate advocacy.
Maximilian Geigis
I enjoyed working with Benjamin on the design, implementation and roll-out of a large-scale Salesforce Service Cloud for the European Customer Care business of a client in the MedTech industry. Ben took on the role of the product owner in the agile implementation of the solution, being the voice of 1.000+ user across Europe. He did a great job in uncovering the business' true pain points and translating these into requirements. What stood out to me was Ben's strong customer-focus, always challenging the status quo in order to improve the customer journey. Furthermore, he did a great job in balancing requirements from many different stakeholders, taking very good decisions in prioritizing requirements while always keeping the product vision in mind. As a product owner, Ben embraced agile principles in an environment that had previously not worked with agile methodologies. Finally, Ben is a great team player who is very appreciative of his co-workers and makes sure that everybody on a team stays on-board.
Credentials
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Masters in Strategic Management and Leadership. Executive Level 7
Chartered Management InstituteJun, 2014- Nov, 2024
Experience
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CMR Surgical
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United Kingdom
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Medical Equipment Manufacturing
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500 - 600 Employee
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Global Head of Business Unit - Service Parts and Repair
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Jan 2023 - Present
Global business strategy and operational execution to ensure deliver CMR's flagship state-of-the-art surgical robotic system, Versius, works within contractual uptime.Thought leader working cross-functionally to design, deliver, and operate CMR’s SP&R business strategy of the future. · Setting and executing FRU strategy for CMR to ensure that CMR’s service engineers always have the necessary FRUs available to keep our customers’ Versius systems in operation whenever they need it· Full P&L responsibility for FRUs globally, with additional responsibility of NWC· FRU availability SLAs with the Field Service· Specification of SCM for procurement and distribution· Specification & contract for the supply of FRUs to required specification· Design and operation of FRU repair centres in UK & India
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Global Head of Product Support
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Jun 2021 - Jan 2023
Global leadership of Robotic Medical Repair, T2 & T3 Support Engineering Support, Global Customer Engagement, and Innovation in Field Software and Hardware development to enable field service engineers to maintain a high level of uptimeLeading the Product Support functional division to deliver:• Global operational medtech support strategy • Engineering and technical roadmaps to meet future needs• Translation of strategic objectives, core MoS, and efficiency targets across all regions of operation
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AgileHR Ltd
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Consumer Services
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Company Director
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Jun 2019 - Present
The Next Iteration of HR Our passion is to disrupt the world of HR, working progressively to adapt to best practice and best fit for the modern workforce. Helping to get HR a seat at the leadership table. The Next Iteration of HR Our passion is to disrupt the world of HR, working progressively to adapt to best practice and best fit for the modern workforce. Helping to get HR a seat at the leadership table.
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Olympus EMEA
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Germany
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Medical Equipment Manufacturing
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700 & Above Employee
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International Assignment: EMEA Customer Engagement Service Business & Product Owner
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Jun 2019 - Jun 2021
Internal Assignment living in Hamburg, Germany, to work at the EMEA HQ• Customer Support Business Leader for Service Contracts, Europe, Middle East, and Africa• Advancing Customer Engagement EMEA project - Digital and Orgnanisational Transformation• Cross-category Service and Customer Engagement Owner for EMEA-wide Salesforce.com implementation (>1000 users)
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General Manager - Customer Support
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Jan 2018 - Jun 2021
General Manager with focus on deliverables in Marketing and Communications; Customer Experience; Learning and Development and Professional Education• Full line management and business strategy responsibility for Customer Care, Brand Marketing, Employee Development, and Professional Education• SteerCo Member in UKI owning all Customer Engagement and After-sale Strategy• UKI-wide Customer Satisfaction Program: yearly NPS increased +5 across all pre/post customer touchpoints• Restructure of Customer Complaints Team and Processes: improved complaint handling yearly CSAT
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Philips
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Netherlands
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Hospitals and Health Care
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700 & Above Employee
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Consumer Experience Manager, UKI
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May 2016 - Jan 2018
Lead for consumer experience, customer service, and service design for all channels pre- and post-sale, bridging the gap between internal stakeholders and end customers. • Responsible for leading Customer Services and Consumer Care, across all contact channels and social media, for UK&I • Accountable for the Consumer Experience program for all Personal Health products for Philips; including preparation and execution of touch points to convey key consumer insights/feedback • Driving an exceptional and high-quality care experience post-sales, to increase consumer loyalty • Ensuring quality of performance is in line with NPS targets and service level agreements
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Sitel Group
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Site Customer Experience and Quality Manager
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Jan 2014 - Apr 2016
Responsible for the management and strategic direction of customer experience and quality to ensure customer satisfaction and client engagement in adherence to agency contractual requirements for all key clients, including: John Lewis Technical Support, Flybe, and New Look Customer Services. This includes the development of customer surveys; subsequent analysis; and the provision of corrective and preventative actions based on this insight as well, as part of a continuous process to improve and streamline the customer journey. Key achievements: - Reduction of detractor scoring surveys by 26% from Q1 to Q4 for a client, through the production of a new quality framework and coaching structure, ending the year with an NPS 10% higher than the same period the previous year - Project management and implementation of a Voice of the Customer survey solution, achieving consistently above industry benchmarks - Complete implementation and delivery of learning materials on quality in the Exeter and Belgrade contact centres - Creation and management of CSAT Bridge Plan for a client, achieving goals 2 weeks early, taking the contact centre from 56% to 70%.
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Biocair
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United Kingdom
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Transportation, Logistics, Supply Chain and Storage
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200 - 300 Employee
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Regulatory Compliance Specialist (Customer Service)
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Jul 2011 - Dec 2013
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Education
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Chartered Management Institute
Strategic Leadership, Business, Management, Marketing, and Related Support Services -
University of East Anglia
Master of Science - MSc, Biological and Medicinal Chemistry -
Oundle School
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