Experience

Bud Systems

• United Kingdom
• IT System Custom Software Development
• 1 - 100 Employee

• Co-Founder

  • Oct 2016 - Present

  Bristol, United Kingdom



Origin Workspace

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Non Executive Chair

  • Oct 2016 - Present

  Bristol, United Kingdom



Various

• Non Executive Director/Advisor

  • Apr 2013 - Present

  Working with a portfolio of startup and established businesses in the technology, leisure, pharmaceutical and apprenticeship/training/education sectors in a NED and advisory capacity. Typical areas of input: * Strategic planning * Organisational design and people planning * Managing growth challenges * Developing business process for next-stage growth * Tactical business/commercial improvement planning * Exit Planning * Executive coaching * Apprenticeship planning… Show more Working with a portfolio of startup and established businesses in the technology, leisure, pharmaceutical and apprenticeship/training/education sectors in a NED and advisory capacity. Typical areas of input: * Strategic planning * Organisational design and people planning * Managing growth challenges * Developing business process for next-stage growth * Tactical business/commercial improvement planning * Exit Planning * Executive coaching * Apprenticeship planning and delivery Show less



Whiteoaks Capital

• Consultant

  • Jul 2016 - Dec 2020

  Bristol, United Kingdom



Lifetime Training

• United Kingdom
• Professional Training and Coaching
• 700 & Above Employee

• Chief Executive Officer

  • Oct 2010 - Sep 2012

  Bristol, United Kingdom Lifetime is one of the UK’s largest private vocational training providers across the Fitness, Leisure, Hospitality, Retail and Care sectors. It provides both government funded apprenticeship training and privately funded training courses to over 10,000 learners each year. The No.1 provider to the fitness sector, it has an enviable client list including David Lloyd Leisure, Fitness First, DC Leisure and Hilton Hotels. Led the business through a period of rapid growth (revenues £10m to £30m… Show more Lifetime is one of the UK’s largest private vocational training providers across the Fitness, Leisure, Hospitality, Retail and Care sectors. It provides both government funded apprenticeship training and privately funded training courses to over 10,000 learners each year. The No.1 provider to the fitness sector, it has an enviable client list including David Lloyd Leisure, Fitness First, DC Leisure and Hilton Hotels. Led the business through a period of rapid growth (revenues £10m to £30m, EBITDA £1.9m to £7.5m) in a 3yr period, appearing in the Sunday Times Fasttrack 100. Working with multiple B2B and B2C stakeholders and customers across government, public and private sectors, ensuring the highest levels of funding, Ofsted, financial and administrative compliance. Initially joining the business as COO, my brief was to work closely with the founder/manager to stabilise and develop the people, process and sales infrastructure to support significant growth, with a view to a subsequent business sale. Following a successful 18 months as COO, became CEO and created and implemented a business plan that drove further growth by focusing on sector diversification, acquisition and business efficiency. In line with the owners/Exec team plan the business went through a sale process leading to its eventual PE sale in August 2011 for a significant multiple. • Rapid and profitable revenue growth over a 3.5 year period leading to successful PE sale. • Creation and implementation of a 3-year business plan that focussed on the professionalization of sales, HR and IT, sector diversification and targeted acquisition, with an ongoing drive to improve business effectiveness and infrastructure. • Successfully completed and integrated two earnings-enhancing business acquisitions in existing and new sectors. • Stakeholder management of the key government funding bodies, the Skills Funding Agency (SFA), National Apprenticeship Service (NAS) and the Sector Skills Council (Skills Active).

• Chief Operating Officer

  • Apr 2009 - Oct 2010

  • Drove the development of a people, process, projects and systems infrastructure capable of supporting and sustaining rapid increases in sales, customers and staff. Greater focus on sales, financial and delivery planning, reporting and forecasting. • Recruited and developed a ‘next level’ new Exec/senior management team and oversaw the implementation of significant business change that ensured a fit-for-purpose organisation during rapid growth. • Step-changed the role of HR to support… Show more • Drove the development of a people, process, projects and systems infrastructure capable of supporting and sustaining rapid increases in sales, customers and staff. Greater focus on sales, financial and delivery planning, reporting and forecasting. • Recruited and developed a ‘next level’ new Exec/senior management team and oversaw the implementation of significant business change that ensured a fit-for-purpose organisation during rapid growth. • Step-changed the role of HR to support the rapid recruitment and people management as headcount grew from 170 to 400. A focus on staff engagement and improved HR practise saw the business recognised in ‘Best Companies to Work For’ and a doubling of staff retention rates. • Delivery of several key business projects/initiatives including; website re-design, e-learning platforms, major hardware and software upgrade programmes, Brand redesign, national staff conferences (400+), new finance and HR systems, outsourced print management system and IT support contracts, growth and refurbishment of office space, migration of qualifications to Lifetime Awarding Organisation. • Maintained high quality and compliance standards during periods of high growth, with upper quartile learner achievement performance, Ofsted grade 2 assessments, and attainment of TQS and Matrix quality marks.



Virgin Mobile USA

• United States
• Wireless Services
• 100 - 200 Employee

• Customer Service Director

  • Jun 2006 - Apr 2009

  Virgin Mobile was the UK’s first and largest Mobile Virtual Network Operator. Its early years were characterised by rapid customer and business growth and the organisational and structural development needed to support the growth. In 2004 the business underwent IPO to the FTSE and was subsequently sold in 2006 to NTL:Telewest for £965m, becoming part of the rebranded Virgin Media. One of a small team of four reporting to the Managing Director, sitting on Virgin Mobile’s Exec Team… Show more Virgin Mobile was the UK’s first and largest Mobile Virtual Network Operator. Its early years were characterised by rapid customer and business growth and the organisational and structural development needed to support the growth. In 2004 the business underwent IPO to the FTSE and was subsequently sold in 2006 to NTL:Telewest for £965m, becoming part of the rebranded Virgin Media. One of a small team of four reporting to the Managing Director, sitting on Virgin Mobile’s Exec Team. Responsible for all aspects of the Customer Experience, within tight and reducing financial budgets. With a broad remit I was responsible for the teams and delivery covering all Customer Centre operations (Service, telesales, retention), and support teams including Project Management, Self Service & Automation, Billing, HR, L&D, Internal Comms. In total responsible for 950 fte, across 3 sites in the UK and South Africa, including in-house and outsource operations, operating 24/7 for 4m customer base. • Strategic planning and financial and operational delivery of £30m Customer Management budget. • Consistent YOY reduction in ‘cost to serve’, driven by combination of process, people, self service and system improvements. Cost to serve reduced by 75% over the period. • Market leading customer service metrics (Winner of JD Power Customer Service Satisfaction, Which? Best Customer Service; Mobile Choice Best Customer Service Award 2000-2008; lowest complaint rate in UK Mobile). • Implementation of Customer Centre Retention operations. Introduction of several ‘sales/revenue growth’ initiatives to support revenue growth. • Stakeholder management; working closely with Marketing, Finance, IT and Business Change to ensure the appropriate customer and CSA experience is built into the products, proposition and processes from idea conception. • Business re-engineering of integrated Virgin Media Group Customer Operations strategy, delivery and organisation. Show less



Virgin Mobile USA

• United States
• Wireless Services
• 100 - 200 Employee

• Head of Customer Service

  • 2000 - 2006

  • Recruitment and development of management and teams for recently launched and fast growing business. Initial development and ongoing review of significant business processes and systems required to support a complex, diverse and large scale call centre and support operation. • Played a leading role in delivering Employee Engagement programmes and embedding Virgin Values; Sunday Times Top 100 Place to work (2006) and FT Top 50 Employee Award (2005, 2007) • Championed and drove… Show more • Recruitment and development of management and teams for recently launched and fast growing business. Initial development and ongoing review of significant business processes and systems required to support a complex, diverse and large scale call centre and support operation. • Played a leading role in delivering Employee Engagement programmes and embedding Virgin Values; Sunday Times Top 100 Place to work (2006) and FT Top 50 Employee Award (2005, 2007) • Championed and drove introduction of Knowledge systems (Diagnostics, interactive handset tool, email management system), and self service agenda (IVR, web, SMS); together driving out over 20% annual opex and driving up Customer Satisfaction • Experienced in contracting and management of large-scale outsource suppliers in UK and South Africa. Oversaw TUPE transfer of Customer Centre staff from outsourcer to Virgin Mobile. • Initiated ‘zero-call resolution’ and root cause analysis initiatives with cross-company teams to ensure on-going business improvement, to drive costs down and satisfaction up. • Implementation of Net Promoter Score (NPS) process and systems (Satmetrix) to allow Relationship and Transactional NPS measurement and improvement. • Member of Virgin Media Group Customer Board, Self Serve, and Outsourcing steering committees. Show less



Brann Worldwide

• Advertising Services
• 1 - 100 Employee

• Director of Telebusiness

  • 1997 - 2000

  Brann Direct Marketing was one of the UK’s leading direct marketing/customer relationship management agencies, providing Agency and marketing services across Call Centres, database and analysis, web, media, print and fulfilment. Initially joining the telephone marketing business Contact 24, revenues grew from £1m to £22m over the 9 years, becoming an integral part of Brann’s full-service direct marketing offer. First joining as Account Manager, was responsible for managing, growing and… Show more Brann Direct Marketing was one of the UK’s leading direct marketing/customer relationship management agencies, providing Agency and marketing services across Call Centres, database and analysis, web, media, print and fulfilment. Initially joining the telephone marketing business Contact 24, revenues grew from £1m to £22m over the 9 years, becoming an integral part of Brann’s full-service direct marketing offer. First joining as Account Manager, was responsible for managing, growing and delivering varied contact management and direct marketing services to blue chip clients. Team and business management responsibilities expanded over the period leading to a period as Lead Consultant and ultimately taking overall leadership for all client, operational and sales delivery. • As DoT, one of Exec team of 4, effectively No. 2 to Brann Contact MD. • Management of business units responsible for client management, project management and operational Call/Contact Centre delivery for the £20m+ Call Centre business. Responsible for 30 direct and indirect managers and 600 Call Centre staff with accompanying P&L responsibilities. • Implementing a people and business infrastructure to deliver growth (from £8m to £20m in final 2 years), improving profitability by 10% year on year. • Responsible for sales and sales support, covering recruitment, presentations/pitches and proposals. • Change Management programmes that improved accountability, working practices and performance within account teams and Call Centre. Show less



Brann Contact

• Group Account Director/Principal Consultant

  • 1991 - 1997

  • Overseer and developer of client accounts such as Barclays, Orange, Microsoft, Sainsbury, Sony, Virgin. • Led the selection, purchase and re-fitting of a new 350 seat Call Centre. • Initiated and oversaw ‘People Planning’ initiative to cover recruitment, induction and training of management and Call Centre staff to improve retention, quality and motivation. • Dramatically improved Brann Contact PR profile • Strategic and tactical Consultancy projects for Royal Mail, Orange… Show more • Overseer and developer of client accounts such as Barclays, Orange, Microsoft, Sainsbury, Sony, Virgin. • Led the selection, purchase and re-fitting of a new 350 seat Call Centre. • Initiated and oversaw ‘People Planning’ initiative to cover recruitment, induction and training of management and Call Centre staff to improve retention, quality and motivation. • Dramatically improved Brann Contact PR profile • Strategic and tactical Consultancy projects for Royal Mail, Orange, Norwich Union and NatWest. • Leading a client service team to significant business and people growth (£1m to £4m over 3 years). • Growth of the Barclays accounts to include Bank, Database, Barclaycard, Barclays Life and Premier Banking from £50k to in excess of £1m. Show less



Myriad

• IT Recruitment Consultant

  • 1988 - 1990

  Bristol, United Kingdom



Thorn EMI Electronics

• Defense and Space Manufacturing
• 1 - 100 Employee

• Software Engineer

  • 1985 - 1988

  Wells, Somerset