Experience

25/8 Retail Solutions

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Business Operations Manager

  • Oct 2022 - Present

  United Kingdom Responsible for the day to day running of the UK and Ireland operation We are a UK based Field Marketing agency, we provide services to Brands and Retailers from In-Store point of sale merchandising and retail colleague training. We also provide services such as Mystery Shopping, Compliance checks and Event Staffing.



McCurrach

• United Kingdom
• Manufacturing
• 400 - 500 Employee

• Project Manager

  • May 2022 - Jul 2022

  United Kingdom



BT

• Belgium
• Financial Services
• 1 - 100 Employee

• Ambassador Programme Manager

  • Jul 2019 - May 2022

  Responsible for the strategic direction and development of Vendor Ambassador Programmes across all BT brands and channels



Google

• United States
• Software Development
• 700 & Above Employee

• Lead Regional Manager

  • Oct 2018 - Jul 2019

  United Kingdom

• Regional Manager

  • Mar 2017 - Sep 2018

  UK Responsible for 17 Google Experience Managers across the UK Strategic development of the field programme and relationships with retail partners.

• Senior Experience Manager

  • Apr 2016 - Mar 2017

  North UK Responsible for the North of England and Scotland. Working with third party retailers to develop the customer experience in store. Leading the team of Google Experience Managers across the North; coaching, mentoring and supporting them to develop their relationships in the field.

• Experience Manager

  • Jun 2015 - Mar 2016

  Yorkshire Managing the learning and development of 3rd party retail colleagues in relation to Google products and services. Field based role, covering West Yorkshire. Supporting growth within the channel through close relationships with key stakeholders, intensive training of colleagues and understanding each business model. Team specialist in Google Apps for Education.



Apple

• Indonesia
• Software Development
• 1 - 100 Employee

• Retention Channel Manager - Telecoms Excellence

  • Aug 2013 - Jun 2015

  UK Contracted to Apple via Gekko Field Marketing, to support UK carriers specifically within the Contact Centre channel Cultivating relationships with key carrier stakeholders across a complex management structure Working with a multi layer and multi channel team of Apple, Gekko and carrier partners to understand the competitive marketplace and identify opportunities to grow Apple’s business and improve overall NPS within the carrier Managing a virtual team of carrier employees to… Show more Contracted to Apple via Gekko Field Marketing, to support UK carriers specifically within the Contact Centre channel Cultivating relationships with key carrier stakeholders across a complex management structure Working with a multi layer and multi channel team of Apple, Gekko and carrier partners to understand the competitive marketplace and identify opportunities to grow Apple’s business and improve overall NPS within the carrier Managing a virtual team of carrier employees to identify training needs and knowledge gaps and gather insight, meaning the reach of the programme was far greater Leveraging these relationships to negotiate, plan and execute activity that will build advocacy, knowledge and transferrable sales skills to ultimately maximise the iPhone and iPad mix within the channel Planning and delivering training to large groups and coaching on a 121 level, within both consumer and business channels, including retail staff Using a creative approach through various media, reporting on advocacy activities, challenges, competitive activities, objectives and results Supporting the wider retail team to understand the convoluted world of Contact Centre, and shadowing colleagues on store visits, training and meetings to gain an understanding of their world Leveraging relationships with AppleCare to improve on the Apple NPS within the carrier. This enabled them to make better use of Apple resources, ultimately delivering a better service to our joint customers through improved learning practices, better comms and accurate diagnostic tools Cultivating relationships between the Apple BDM and the Small Business operation, which resulted in the delivery of large scale training, tailored to the carriers specific needs Working in a field team of 25, I am remotely managed so being ambitious and driven to make a difference is a priority Show less



Sky

• France
• Wireless Services

• Customer Experience Leader

  • Dec 2008 - Jul 2013

  Leeds, United Kingdom Leading a team of sales professionals working in new customer sales in the residential market. Leading and motivating a team towards achieving goals and objectives Delivering results in line with Sky’s objectives Ensuring every customer interaction is a positive experience Ensuring my team deliver great service to our customers at all times Improving performance through; coaching, 121 conversations, training and development Recruitment of new advisors and inducting them… Show more Leading a team of sales professionals working in new customer sales in the residential market. Leading and motivating a team towards achieving goals and objectives Delivering results in line with Sky’s objectives Ensuring every customer interaction is a positive experience Ensuring my team deliver great service to our customers at all times Improving performance through; coaching, 121 conversations, training and development Recruitment of new advisors and inducting them into the business and the team Leading by example by demonstrating great service to our customers Managing day-to-day operational requirementsDemonstrating and delivering value added sales techniques Developing advisors against company competencies Show less



Bright Finance Ltd

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Sales and Service Manager

  • Apr 2003 - Dec 2008

  Managing a specialist team of 9 Customer Sales Agents, who promotes and sold the concept of using Bright Finance as a broker for their lending requirements. The team also worked on white label outsourcing for high profile finance providers. To lead, motivate, coach and develop my team members to produce the best possible performance and quality of work. I am proud that many of my previous team members are now successful underwriters and Sales and Service Managers… Show more Managing a specialist team of 9 Customer Sales Agents, who promotes and sold the concept of using Bright Finance as a broker for their lending requirements. The team also worked on white label outsourcing for high profile finance providers. To lead, motivate, coach and develop my team members to produce the best possible performance and quality of work. I am proud that many of my previous team members are now successful underwriters and Sales and Service Managers themselves. Reporting to the Head of the Contact Centre, I was responsible for ensuring my team achieved daily and monthly targets of volume, quality and company income. Providing accurate and constructive feedback on campaigns was vital to my role, as well as giving factual information in order to support the results we produced. Acting as mentor for all other Sales and Service Managers on site. This led to an opportunity to act as the manager of those leaders in the absence of the Head Of the Contact Centre. This was ongoing, which natuarally led to the rest of the managers seeing me as a mentor when the Head Of was on site. Show less



Ant Marketing

• Australia
• Advertising Services
• 1 - 100 Employee

• Assistant Client Support Manager

  • Dec 2002 - Dec 2003

  Sheffield, United Kingdom Managed key strategic processes on behalf of Ant Marketing. Maintained client relationships to ensure partnership approach to success and profitability for client and Ant Marketing. Market research, sales, appointment setting, inbound and outbound.