Experience

Locale Ltd

• United Kingdom
• Restaurants
• 1 - 100 Employee

• Director of Customer Experience (Promoted internally)

  • Dec 2021 - Dec 2022

  Oxford, England, United Kingdom Responsibilities. • Director of Client Experience dept, managing 3 departments and 6 people in Client Care, Portal Design & Customer Success • Evaluate the current customer experience and assess against ‘best practice’ considering both what is required now and for the future. • Defining a customer service philosophy that is consistent with our brand messages and reflects our goal of customer centricity/intimacy • Developing and coaching teams who can deliver this… Show more Responsibilities. • Director of Client Experience dept, managing 3 departments and 6 people in Client Care, Portal Design & Customer Success • Evaluate the current customer experience and assess against ‘best practice’ considering both what is required now and for the future. • Defining a customer service philosophy that is consistent with our brand messages and reflects our goal of customer centricity/intimacy • Developing and coaching teams who can deliver this consistently • Establishing the core KPI’s and metrics which are required to drive customer service improvement • Identification and implementation of working practices, connectivity to product and key stakeholders • Work closely with the Sales and Marcoms teams’ leadership teams to deliver customer service solutions for existing and new markets • Use data and insight to deliver personalization of customer service which exceeds expectations and reflects our brand vision and aspirations • Attend customer steercos to continue with roadmaps and promote growth • Ensure resource plans are in place which reflect the forecast and build capacity to cope with peaks and troughs without disruption to service levels, in the most cost-effective way. Highlight performance trends and areas of concern • To attend quarterly board meetings to look and Growth and scalability of the company Achievements. • Promoted to Director and Board member • Maintained our UK presence as No 1 in marketplace • Set benchmarks in external fields • Continued to achieve average of 99% customer satisfaction • Introduced new change process’s internal and externally • Trained and promoted existing staff • Introduced and set up a new department • Continued with managing all GDPR process, internally and externally • Introduced National Customer Service Week program

• Head Of Client Services

  • Mar 2018 - Dec 2021

  Oxford, United Kingdom Responsibilities. • Department head managing 2 departments and 8 people in Client Services & Production • Making sure new business is won, and SLA’s are achieved for our customers • Responsible for developing and driving the implementation of the client services • DPO for managing the company GDPR profile and training • Acting as the lead for the business in relation to all people and culture related matters • Attendance to major clients Steerco’s meeting • New business… Show more Responsibilities. • Department head managing 2 departments and 8 people in Client Services & Production • Making sure new business is won, and SLA’s are achieved for our customers • Responsible for developing and driving the implementation of the client services • DPO for managing the company GDPR profile and training • Acting as the lead for the business in relation to all people and culture related matters • Attendance to major clients Steerco’s meeting • New business presentation team Achievements. • Helping to achieve No 1 position within our marketplace and our competitors • Advisor to CEO on best practices on Customer Experience and Corporate Organisations • Setting a customer excellence center • Achieved average of 99% customer satisfaction • Part of an award-winning team for innovation, within The PWMA’s 2019 • Implementation of performance review process and ensure managers are equipped to deliver coherently and consistently across the business • Developing and delivering training sessions and workshops on client services



Activa Contracts/Arnold Clark

• Customer Service Director

  • Jan 2015 - Nov 2017

  Milton Keynes, United Kingdom Responsibilities. • Working in partnership with Directors & Executive Leadership teams to further enhance and develop the customer experience across the business. • Looking after 65 company staff, including 5 CS teams containing 32 staff members. • Focus the teams on delivering the highest levels of client satisfaction and empowering staff. • Visit customers on a weekly basis to engage and build relationships • Align the client services team to help enhance selling… Show more Responsibilities. • Working in partnership with Directors & Executive Leadership teams to further enhance and develop the customer experience across the business. • Looking after 65 company staff, including 5 CS teams containing 32 staff members. • Focus the teams on delivering the highest levels of client satisfaction and empowering staff. • Visit customers on a weekly basis to engage and build relationships • Align the client services team to help enhance selling opportunities and revenues. Achievements. • Promoted shortly after joining Activa to become there youngest ever Director. • Achieved the vision and future strategic development across the UK, by providing leadership and development, delivering best in class operational, ensuring improved customer satisfaction increased to 98%. • Restructured and changed the size of teams, and introduced new processes transforming operational capability to deliver uplifts in customer satisfaction, and further operational efficiencies. • Generated new customers and enhanced and renewed old relationships and increased profitability by 38%. • Won Fleet news award - Leasing company of the year 2017, and trained staff to win Customer champion of the year 2016. • Achieved one team with all departments working in together in synergy. Show less



Arbonne UK

• Wellness and Fitness Services
• 100 - 200 Employee

• Customer Service Manager

  • May 2013 - Jan 2015

  Northampton Responsibilities; • Part of the Senior Management Team • To manage a team of 15 Customer Service Advisors UK & Poland, in a demanding Excellence Centre • Looking after 35,000 external network of consultants • Managing profit and loss accounts and budget control • Ensure KPI’s SLA/ targets are adhered to • Escalations directly with feedback to executive members • Provide direction and support to the team in delivering service in line with SLA (e.g. planning… Show more Responsibilities; • Part of the Senior Management Team • To manage a team of 15 Customer Service Advisors UK & Poland, in a demanding Excellence Centre • Looking after 35,000 external network of consultants • Managing profit and loss accounts and budget control • Ensure KPI’s SLA/ targets are adhered to • Escalations directly with feedback to executive members • Provide direction and support to the team in delivering service in line with SLA (e.g. planning, priority, problems) • Co-ordinate and manage operational forecast/budgets model inputs, production and carry out variance analysis. • Ensure operational workflow is captured in a timely fashion and completed. • Provide leadership, direction, target setting, guidance for next line management team • Carry out performance reviews, coaching, development planning and regular feedback sessions for team Achievements; • Saved £75k in the first 4 months, by revaluating internal processes • Developed “Call Centre” into Customer Excellence Centre, putting the focus back into the quality of call • Launched Poland and managed all new Customer Service aspects • Introduced in house training centre & standards • Re structured team from 6 to 15, recruited new members and introduced levels for career progression • Managed disciplinary & dismissal process for several members of staff • Introduced call recording process & email marking to enable continuity within the team • Provided a structure of support to all CS staff and 45,000 external consultants • Established a global link with US & Australian counterparts to support wordwide growth. Show less



echo

• Netherlands
• Performing Arts
• 1 - 100 Employee

• Head of People & Commercial (inc Health & Safety/HR & Facilities)

  • Jun 2010 - Jan 2013

  Responsibilities; • To provide commercial business support to Senior management and Major Clients • Control projects, delivering timed objectives & identifying risks and maximising benefits. • Visiting corporate clients, & building & maintaining relationships. Achievements; • Obtained bsi accreditations for the company in the following standards; ISO14001/9001/18001 & 27001 • Carried out Health and Safety risk assessments in accordance with NEBOSH guidelines • Managed… Show more Responsibilities; • To provide commercial business support to Senior management and Major Clients • Control projects, delivering timed objectives & identifying risks and maximising benefits. • Visiting corporate clients, & building & maintaining relationships. Achievements; • Obtained bsi accreditations for the company in the following standards; ISO14001/9001/18001 & 27001 • Carried out Health and Safety risk assessments in accordance with NEBOSH guidelines • Managed key interfaces with other brands, to create maximum synergies and a competitive approach • Sales tenders for Public and private sectors • Managing accident investigation and supporting insurance related processes. • Set up depots for HGV operating licenses • Integral part of the senior management team • Supported HR on Tupe, entry and exit interviews, general HR for 150 people over 3 sites. • Implemented and trained all 150 staff on iso/H&S/Fire and security standards and legislation • Producing & presenting Monthly Board report & stats. • Re-engaging management & staff, identifying change, risks & providing development solutions, objectivities setting & staff motivation. • Introduced Customer champion and became the first recipient of award. • Identified talent gaps and future workforce planning levels. Show less



Blue Leaf Events

• India
• Consumer Services
• 1 - 100 Employee

• Managing Director

  • Apr 2006 - Jun 2010

  Milton Keynes Responsibilities; • To set up and manage my own business of bespoke Wedding & Event planning services. • Working directly with clients to ensure budgets and expectations are met. • Sourcing venues and suppliers, with full on site execution of events, including management of staff. • Managing corporate events, weddings, conferences, black tie dinners, charity fundraisers, travel arrangements. Achievements; • Running my own business for 4 years, while raising a young… Show more Responsibilities; • To set up and manage my own business of bespoke Wedding & Event planning services. • Working directly with clients to ensure budgets and expectations are met. • Sourcing venues and suppliers, with full on site execution of events, including management of staff. • Managing corporate events, weddings, conferences, black tie dinners, charity fundraisers, travel arrangements. Achievements; • Running my own business for 4 years, while raising a young family • Bespoke project & event management • Sales forecasting & budgeting managing profit and loss • Raising awareness for Sponsorship strategies • Ability to present and demonstrate company portfolio to investors • Accountability, self-motivated and being ambitious with performance drive – Entrepreneurial. • Exceptional organisations skills • Recruitment of staff, appraisals and mentoring • B2B exhibitor, attending trade shows and exhibitions. Show less



Mercedes-Benz UK Ltd

• Department Manager/Team Leader

  • Aug 1999 - Mar 2006

  Responsibilities; • Department Manager looking after the UK Aftersales network of MB dealerships • Team Leader, reporting directly to the GM, looking after a team of 10. • Responsible for setting targets/kpi’s/objectives. • Dealing with suppliers and international branches of Mercedes Benz, for stock replenishment. • Outsourced Project Manager, implementing cost benefit analysis on external projects for the European market. • Working closely with the warehouse/ logistics… Show more Responsibilities; • Department Manager looking after the UK Aftersales network of MB dealerships • Team Leader, reporting directly to the GM, looking after a team of 10. • Responsible for setting targets/kpi’s/objectives. • Dealing with suppliers and international branches of Mercedes Benz, for stock replenishment. • Outsourced Project Manager, implementing cost benefit analysis on external projects for the European market. • Working closely with the warehouse/ logistics for all parts, from ordering to returns Achievements; • Progressed very quickly, and promoted to their youngest departmental manager. • Managed integrated parts portfolio over £360 million, (more than 50,000 physical transactions per day) for the whole of the UK dealer network for MB aftersales parts - reordering system • Recruited to work for Directors Office, looking after Maybach -Centre of Excellence prestigious clients • Promoted to organising full Warehouse stock checks, throughout the year for external process audits, and cost savings. • Run system testing and releases/enhancements for MS dos reordering system. • Designing daily statistics records for senior management, currently still used. • Asked to attend and site manage the International Motor show Show less