Jennie Radley
Customer Experience & Project Manager at ASSISTED.- Claim this Profile
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French -
Topline Score
Bio
Credentials
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Sage50 Certification
SageJun, 2020- Sep, 2024
Experience
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ASSISTED.
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France
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Civic and Social Organizations
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Customer Experience & Project Manager
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Oct 2020 - Present
Manage the customer journey for our website and digital marketing clients by implementing the client onboarding processRegularly liaise with sales, marketing and our SEO, PPC, Content, Account Management, Web Design & Development departments to deliver added value and seamless customer serviceProject Management of both web and marketing projects from sales through to live deployment of campaign or siteFacilitate application automation using API, building & testing sandbox process to integrate with new websitesMonitor & maintain resource capacity whilst maintaining project schedule milestones Provide recommendations and guidance both in-house and to customer on content writing, design and imagerySeek out and consider company culture with USP and branding guidelines to deliver a project meeting full specificationProvide client training on project tools and post-live administration of website Liaise and manage external contractors on some projects and manage cost and expense relating to projectManage an effective communications process adhering to written Service Level GuidelinesConduct surveys to gather feedback on customer opinion of rendered servicesMonitor client retention using order tracking and account management toolsUtilize customer relationship management (CRM) tools to coordinate and monitoring customer experience operationsManage client invoicing including recent integration of new acquisition client lists
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Program Manager/Sales Operations Manager UK & Ireland
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Jul 2013 - Jul 2016
Manage and drive sales cadence process for UK client set – tools, systems, processes at national, regional and to global levelAnalyse, prepare and present business results & forecasts on-time reporting in support of global strategy for regional QBRs or Deep DivesRegular fire drills in support of UK management system & strategy changesSales pipeline, forecasting and budget allocation – at national, regional and global levelPerform business analysis for improvement of business decision making including “in-brand” initiatives on sales as well as gap analysisPro-actively seek new operational processes consistently to drive revenue progression & generation across the sales teams as well as process complianceApply knowledge of coverage strategy to support sales lead with plan/quota/headcount decisions Support sales lead with strategic change & action plans for business recovery or business growth as part of strategic and the account planning process Revenue tracking in-quarter as well as liaison with UK financial teams as well as offshore outsourced teams to ensure maximisation of revenue and achievementsStakeholder Relationship Management – CRM all levels WW x-GeoProfit & Loss Cost Expense Management & forecastingClient Territory management
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Business Operations & Analysis EMEA & Emerging Markets – Europe Team Leader
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May 2008 - Jun 2013
Business analysis for improvement of business decision making including initiatives on product sales & gap analysis Introduction of operational processes Recommendations on forecast & strategic decisions Strategic change & action plans for business recovery and growthTrusted business advisor & influencer to sales lead aiding accurate & timely operational metricsSME for Siebel CRM rollout in Europe Management of sales review process, including on-time reporting for Global HQ submissions, as well as presentations at management reviews for month and quarter ends – required excellent time management across multi time zonesAssist sales leader to drive behavioural change within the region on sales processes and establish best practices, which are recognised at regional and global level – with techniques adopted by other teams. Report standardization across Europe.Detailed data analysis across industries as well as key accounts in support of pipeline measurement & sales cadenceSupported Manager by raising team individual capability & expertise to improve personal motivation and increase our delivery capability – drive performance with regular reviews
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IBM
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IT Services and IT Consulting
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1 - 100 Employee
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Deputy Business Operations Manager, UK, Ireland, South Africa
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2002 - 2008
Monitored cost/expense to improve control leading to cost reductionsProvided valued advisory input to the industry leader & leadership team for achievement of the industry’s budgeted signings/revenue targets Point of contact for industry business & acted as escalation point for any Profit and Loss related queriesFirst point of contact for support service teams on workload or staffing issuesChallenged central operational processes & suggested improvements Monitored cost/expense to improve control leading to cost reductionsProvided valued advisory input to the industry leader & leadership team for achievement of the industry’s budgeted signings/revenue targets Point of contact for industry business & acted as escalation point for any Profit and Loss related queriesFirst point of contact for support service teams on workload or staffing issuesChallenged central operational processes & suggested improvements
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PRICEWATERHOUSE COOPERS, S.C.
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Accounting
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1 - 100 Employee
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CRM – CLIENT RELATIONSHIP ANALYST , UK& IRELAND Consulting Services, Financial Markets
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Oct 2000 - Oct 2002
Support to business development team in the industry unit. Providing business insight & knowledge to assist in identifying new client opportunities. Assist in client marketing activities & event management Support to business development team in the industry unit. Providing business insight & knowledge to assist in identifying new client opportunities. Assist in client marketing activities & event management
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Basildon & Thurrock University Hospitals NHS Foundation Trust
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United Kingdom
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Hospitals and Health Care
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700 & Above Employee
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Clinical Audit & Database Administrator
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Sep 1998 - Sep 2000
Clinical audits, collection of data, statistical analysis, preparation of presentation to clinical leads. Maintenance of clinical database. Maintaining helpdesk for users. Liaison with clinical specialists to further develop and enhance the tool. Used Quarks to enhance screen views. Responsibility for population between 2 main systems and maintenance of parity. Maintenance and production of quality procedures and logs for ISO9002. Report production from database to assist with audits, using basic programming language.
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RNIB
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United Kingdom
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Non-profit Organizations
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700 & Above Employee
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Senior Telesales & Recruitment/Training Officer
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May 1994 - Sep 1998
Fundraising for charity, either door-to-door or telesales. Targets set and met. Award received for consistently over-achieving targets. Promotion to area fundraising with local area manager. Corporate fundraising involving event organisation and soliciting local businesses for support. Selection and interview of local sales staff. Led training on dedicated days for new sales staff. Attended Equal Opportunities course and implemented principles in role. Fundraising for charity, either door-to-door or telesales. Targets set and met. Award received for consistently over-achieving targets. Promotion to area fundraising with local area manager. Corporate fundraising involving event organisation and soliciting local businesses for support. Selection and interview of local sales staff. Led training on dedicated days for new sales staff. Attended Equal Opportunities course and implemented principles in role.
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Education
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1978 - 1983
Woodlands Girls Secondary School, Basildon
GCE O Levels English Language, English Lit, Biology, History, French, Physics, Computer Sciences
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