Experience

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  Housekeep

  • United Kingdom
  • Consumer Services
  • 300 - 400 Employee

  • Business Development Team Leader

    • Nov 2023 - Present

    As the Business Development Team Leader, I drive commercial and specialist job volumes to boost GMV while spearheading key projects and initiatives for increased cleaning job volumes. I optimise conversion rates by refining pitches and approaches, instituting best practices across operational teams, and supporting colleagues through quality assurance, coaching, and training. Taking ownership of critical business areas, I thrive on driving both new and regular cleaning services forward.* Grow customer and job volumes in commercial, specialist and regular cleaningI drove customer and job volumes, meeting targets through acquisition, retention, and win-back strategies. Collaborating with Marketing, I achieved job volume and LTV goals through various initiatives. Partnering with Product, I streamlined processes and improved customer lifetime value. Additionally, I supported the Sign-up & Saves team by retaining cancelling customers during peak periods.* Improve conversion funnelsI excelled in converting, cross-selling, retaining, and winning back customers through direct testing of strategies. Utilising a test-and-learn approach, I continuously refined tactics by integrating data and qualitative insights. Successfully introduced new methods across teams and provided consistent reporting and insights to stakeholders.* Provide support to operational teamsIn Quality Assurance, I provided insightful evaluations of colleagues' performance and collaborated with the offshore Sign-up & Saves team leader to coach teams in sales and retention techniques. Additionally, I equipped new starters and colleagues with essential skills while developing necessary processes and training materials.

  • Sales and Retentions Team Leader

    • Mar 2022 - Nov 2023

    I excelled in managing, recruiting, training, and coaching sales and retention teams to drive business growth. By implementing new processes and email macros, I significantly enhanced team performance. Through my efforts, the company's retention rate soared from 3-5% to 20-25%. I actively participated in meetings across all levels, providing valuable insights to shape our responses to customer needs. Additionally, I fostered strong working relationships, organise social events, deliver individual and group feedback, and create presentations highlighting the value of sales and retentions. Moreover, I spearheaded the development of new business avenues and contribute to customer win-back initiatives and product improvements. With a proven track record of devising and implementing effective processes, coupled with excellent presentation and communication skills, I thrive in dynamic environments and adapt quickly to new challenges.

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  RSVP (Media Response) Ltd

  • London, United Kingdom

  • Sales and Customer Service Manager

    • Mar 2014 - Feb 2020
    • London, United Kingdom

    Managing teams of up to fifty people, ensuring they met targets whilst adhering to client and company regulations. I also engaged in client relationship management with directors and senior executives to discuss pitches, team performance, and efficiency optimization. Implementing a new departmental structure, I conducted daily team meetings relaying key client goals whilst offering incentives to motivate staff. Daily responsibilities included updating reports, training new staff, maintaining company standards, and managing staff rosters across multiple teams. Additionally, I collaborated with HR to address high-tension situations and assist in recruitment efforts.Using PowerPoint, I simplified complex account specifics for clear understanding and effectively multitasked by managing three different accounts simultaneously, remaining composed under pressure and offering innovative solutions to challenges.

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  Toys"R"Us

  • London, United Kingdom

  • Sales Team Lead

    • Mar 2013 - Mar 2014
    • London, United Kingdom

    In charge of supervising the Multimedia section and maintaining the section to a high standard. • Holding keys for the secure booth where high security merchandise was kept.• Responsible for training new staff to an excellent level of competency.• Maintaining the layout and stock through the use of stock samples and spreadsheets.• Addressing customers in a diplomatic and empathetic manner to help address and resolve any issues.• Innovative suggestions to help improve and enhance the section above customer expectations.• Confident in selling and thrive in a target driven environment.