Experience

St Thomas More Catholic High School, Crewe

• Education Administration Programs
• 1 - 100 Employee

• Business Manager

  • Nov 2020 - Present

  Currently accountable to the Head Teacher, responsible for providing business leadership, site and administrative support, directly and through appropriate function leaders and supporting team. Currently accountable to the Head Teacher, responsible for providing business leadership, site and administrative support, directly and through appropriate function leaders and supporting team.



Vodafone Business

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Sales Operations Manager

  • Nov 2018 - Sep 2020

  Accountable to the Head of Small Business Sales, responsible for delivery of performance across customer and commercial metrics. Developing, leading, motivating and influencing a team of 6 Team Managers across differing sales areas within a channel of circa 70 FTE.• Delivering YoY revenue growth of circa £1.7M • Responsible for the creation of a culture of high support / high challenge seeing the site used as a centre of excellence to benchmark outsource partner sites• Creation and delivery of operational improvement program resulting in OPEX reduction of 20%• Delivery of key business priority of reducing complaints and increasing TNPS through the creation and introduction of call quality measures, increasing first contact resolution by 6%• Reduction in commercial leakage of circa £800k through improved reporting, analytics and appropriate operational change management• Channel lead for the delivery of employee engagement vision including L&D, employee feedback forums and recognition programs• Responsible for the intraday resource planning, optimisation of resource and delivery of SLA• SME for maintenance of ISO900 accreditation Show less

• Transformation Manager

  • Nov 2017 - Nov 2018

  Reporting to the Head of Sales and Marketing SMB, working as part of the client services team, responsible for the operational launch and delivery of multiple transformation programs, including Vodafone business broadband throughout all Small Business Telesales and Retention sites.• Accountable for the creation of a multi-site delivery plana for news product & KPI’s, including training and commercial delivery across the small business telesales and retention estate• Communication of milestones and progress against delivery plan and P&L objectives to Exec level stakeholders • Delivery of commercial objectives through influential relationships with client service managers and site leads across both In-house and outsourced partners covering circa 300 FTE• Achieving Y1 delivery plan attaining 10% base penetration• Operational lead for key business projects including Insourcing and NBA Show less



Dixons Carphone

• United Kingdom
• Retail
• 700 & Above Employee

• Senior Outbound Sales Manager

  • 2014 - Nov 2017

  Accountable to the Head of Outbound, responsible for inspiring and guiding a direct sales channel of circa 80 FTE, ensuring that the business achieves across a balanced score card whilst growing volume, service and profit targets.• Subject matter expert for delivering full on-shoring of Dixons Carphone proactive outbound sales activity in 16/17• Subject matter expert for the delivery of operational technology improvements in 16/17• Delivering a year on year revenue benefit of £2m in 16/17• Delivered a full year 16/17 channel EBIT performance positive £1m to budget• Developing, leading, & motivating a team of 7 Team Managers whilst establishing a new sales channel, planning and executing a cultural road map underpinned with a coaching and performance management foundation• Channel lead for department engagement and the planning and implementation of engagement action plans• Manage and support team managers, helping them to attain both their teams & their personal goals & objectives, by creating a high support / high challenge environment• Maintaining a positive and motivational working environment using personal initiative to maintain current and drive new ideas• Accountable for developing, implementing & growing outbound campaigns • Owner and developer of the channel people plan, which included Recruitment strategy, L&D, employee feedback forums, employee well-being and training Show less

• Senior Inbound Sales & Web Operations Manager

  • 2011 - 2014

  Reporting to the Head of Operations, Responsible for inspiring and leading teams across Inbound Sales, Web Operations & Product Activation, ensuring that the business achieves across a balanced score card whilst growing volume, service and profit targets. • P&L responsibility for both Inbound Sales & Web Operations• Achieve departmental & contractual KPI’s (brand dependant) such as Call Sales Volumes by category, trading margin, SLA’s• Responsible for the operational performance of all sales departments including resourcing, optimisation, regulatory compliance and appropriate feedback mechanisms and change management processes in place• Built talented teams and supported team member to transition into leadership role • Ensuring that comprehensive project, quality and risk plans for designated projects are prepared, maintained & reviewed• Devised and Project Managed a number of key business initiatives such as;o Growth of proactive sales campaigns for customers with adverse credit which generates incremental revenue worth circa £1,000,000o Developed a B2B sales team from conception, creating a new revenue stream for CPWo Introduction of automated processing in customer services which improved efficiency and therefore reduced operating costso Introduction of customer self-serve functionality pre-despatch reducing the cost per saleo Introduction of ‘live help’ for sales areas improving customer experienceo Assisted with the introduction of Web Order automation, leading to cost reduction of £90kpa and increased customer experience through a reduced time to ship• Project Managed a large operational restructure which resulted in an OPEX saving of over £600,000 Show less

• Senior Sales Manager

  • 2006 - 2011

  Reporting to the Head of Operations, Responsible for inspiring and leading teams across Inbound Sales & Outbound Sales• P&L responsibility for Inbound & Outbound Sales functions• Owner and developer of the employee engagement Vision, which included L&D, employee feedback forums, employee well-being and training for the channel• Achieve business KPI’s such as Trading Margin, Conversion, Customer Satisfaction, Employee Engagement and Operating Cost reductions• Initiated and developed a succession development program allowing talent spotting and development of future leaders• Consistently achieving excellent employee engagement scores measured through colleague engagement reporting• Instrumental in the integration of 4 brands to the Loughborough site, involving leading a head count ramp up of 75% over a period of 6 weeks• Delivered technology improvements through the migration of automated dialling solution • Responsible for the dialler management and compliance of the proactive campaigns In line with legal and regulatory requirements• Development of new outbound sales campaigns delivering incremental revenue of circa £2,000,000 Show less

• Inbound Sales Team Manager

  • 2004 - 2006

  Responsible for the management and performance of a team of inbound sales agents against a balanced score card of KPI's. Assisting with the reporting of department performance and the development of Senior Advisors.