Director Customer Experience

• Aug 2022 - Present

Really excited to say that I have joined Digital Space, A great company, with an amazing team, who are firmly focused on the customer journey and making sure it is industry leading! Really excited to say that I have joined Digital Space, A great company, with an amazing team, who are firmly focused on the customer journey and making sure it is industry leading!

Head Of Customer Experience

• Sep 2020 - Present

Managed team of Customer Success Managers, Relationship Managers and Customer Experience Managers Change Manger, driving cultural development within the organisation Reasonable for the strategic direction of the department Directly responsible for a team of 14 focusing on Sales, Service and Relationship management Delivering through the team a target of £5M of new business Indirectly supporting circa £15M of business through relationship managers Coaching, Mentoring team to achieve their full potential Voice of the customer, driving continuous service improvement Implemented NPS to capture and monitor customer feedback and to build improvement plans in accordance with customer needs Department lead for the roll out of eCommerce solution Drove increase of 55% in customer automation (EDI, API, online shop) Reduced reactive activity by 65% Increased Pro Active activity by 80% Established a Learning and Development Culture within the team Show less

Head of Customer Success

• Mar 2018 - Sep 2020

Owned the Customer Success Strategy Account Manager for £multi Million spending accounts Improved Cross selling of products in accounts Established Strong relationships at C level within the accounts Orientated the business to better support Enterprise customers Ensured Retention of Services through a blend of Relationship management, cross selling of products, product improvements and commercial alterations Voice of the customer internally

Customer Success and Projects Team Manager

• May 2016 - Feb 2018

Built and Established project management team Created PMO Built commercial model for Project Management Resource Lead Project review meetings (Project Kick off and Project Wash up) Lead Roll out of CRM system within project thresholds Managed Muti million pound, inc international WAN Projects Defined Project deliverables Created Project progress report and gant chart

Customer Success Manager

• Mar 2014 - May 2016

Owner of the customer Journey Introduced NPS, using Promoters and Detractors to generate product improvements, product creation, and ongoing service improvementsManager of 16 people, including Service Delivery, Escalations, CSMsLead customer engagement Forums Coaching, Developing and support the teams growth Worked across multi functions to ensure alignment to the customer (Dev Ops, Networking, Pre Sales, Sales, Finance, Support)

Service Delivery Manager

• Mar 2013 - Mar 2014

Business Development Manger

• May 2010 - Mar 2013

Worked towards an annual target of £1m Sold solutions B2B as well as to Government Creating responses to Tenders, composing Bid response and selling the full suite of products Worked towards an annual target of £1m Sold solutions B2B as well as to Government Creating responses to Tenders, composing Bid response and selling the full suite of products

Sales Manager

• Feb 2008 - May 2010

Lead a team of 10 Focused on sales growth Successful delivered against annual Target of £3m Change Managed/restructured team to focus more on the customer experience Worked Closely with the Dev Ops team to make continual improvements to the online customer experience Lead a team of 10 Focused on sales growth Successful delivered against annual Target of £3m Change Managed/restructured team to focus more on the customer experience Worked Closely with the Dev Ops team to make continual improvements to the online customer experience

Telesales Team Lead

• Apr 2005 - Feb 2008

Ran a team of 10 responsible for new business and account retention Ran a team of 10 responsible for new business and account retention

Operational Team Lead

• Jun 2002 - Apr 2005