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Work Background
BMTCustomer Satisfaction Manager (Global)
Mar. 2021Teddington, England, United KingdomA new position, the Customer Satisfaction (CSAT) Manager will be the focal point for driving excellent customer service and promoting this throughout BMT. As a member of the BMT Programmes team the CSAT Manager exemplifies the values and behaviour required of a senior leader within a growing business. Define and communicate the Customer Experience Strategy in line with the business strategy and company values by fully engaging with key stakeholders across the business
Outline the journey to achieve the customer experience vision including key landmarks and measures of success
Develop tools and reporting to assess and analyse efficiency and productivity
Lead strategy to support global growth
In conjunction with the Marketing team, design, build and deliver service propositions by segment and to create measurable customer outreach programs that drive loyalty, brand engagement and increase revenue
Present performance and progress against objectives and achievement to business stakeholders and Exec team on a regular basis in line with the trade reporting needs
Play a lead role in developing a strong “customer experience” mindset and culture within the business, ensuring that all employees are consistent in their understanding of what their contribution of new ideas generate at every level
Build a first-hand understanding of the current customer experience as seen through the customers’ eyes across all touch points, driven by customer feedback. Overlay this with the research insight and employee feedback to share within the business and drive service improvements
Identify opportunities to improve the customer experience and improve efficiency
Evolve the systems utilised for Customer Relationship Management
Reed ExhibitionsProduct Manager - Sales and Operations
Jan. 2020 - Mar. 2021London, United KingdomFollowing a new global business platform, including CRM system (Salesforce) and reporting systems (OBIEE and PowerBI) I work with our teams in sales, operations, customer service and finance to improve the way that Salesforce is used within the business and to deliver operational effectiveness and efficiencies on both a local and global scale. - Providing on-going training to a group of Super Users and evaluate its effectiveness - Creating and updating training manuals, policies, and procedures from lead conversion to opportunity creation - Regularly reviewing with Super Users any upcoming issues and requirements - Driving adoption and usage of new enhancements and process (eg. Salesforce Lightning release). - Working closely with Key Stakeholders in Sales, Operations and Customer Services to gather the UK business requirements and drive enhancements to the systems on a global scale. - Working closely with Key Stakeholders in Sales, Operations and Customer Services to develop and implement best practices on a local and global scale
Reed ExhibitionsSponsorship Fulfilment Manager, Customer Operations
Feb. 2018 - Mar. 2021London, United KingdomThe sponsorship fulfilment team ensure that every item of a sponsorship contract is delivered to the highest level of customer satisfaction, from point of sale to the delivery of the post-campaign value reports. This is a newly created, centralised team, supporting the UK business as a whole. Partnering with internal specialists, we ensure that all sponsorship delivery is tracked with transparent progress and that all products are delivered right first time, every time. As Sponsorship Fulfilment Manager I own and am responsible for the creation, implementation and management of all processes relating to sponsorship delivery and I manage a team of five sponsorship fulfilment coordinators. Key Responsibilities: Identify, control and lead process improvement
Communicate improvements & updates to the wider business
Implement & embed more structured policies, procedures & ways of working
Report project status and progress to Senior Leadership
Evaluate and allocate staff resources appropriately to maintain consistent SLA's as new projects are undertaken
Validating business process requirements with senior leadership team and other key stakeholders to align on goals/focus
Create and maintain all documentation relating to sponsorship fulfilment, including mapping processes in Microsoft Excel and Visio
Set out and plan quarterly goals and milestones and provide status updates to the board
Identification and management of process success factors
Develop and maintain KPI reports on process adherence and efficiency
Reed ExhibitionsSenior Sales and Account Executive - The London Book Fair
Mar. 2015 - Feb. 2018London, United KingdomReed Exhibitions excels in creating high profile, highly targeted business and consumer exhibitions to establish and maintain business relations and generate new business. Responsibilities: Develop an understanding of the London Book Fair market, vendors, needs and changes facing the industry in order to build long-term relationships with customers, understand their business and marketing needs, and be seen as part of the industry; Work from client brief to understand customer needs and requirements, pitching advertising/sponsorship and exhibiting solutions to suit their budget and marketing needs. Where necessary coming up with creative solutions for new ideas to suit different types of exhibitors, including understanding production costs and working with suppliers and marketing, design and operations departments; Sell to senior level prospects and customers, keeping a good balance between face-to-face and telephone selling to achieve new business and increase revenues from existing customers; Floor plan management and allocation of stand space, accurately report progress through weekly sales reports and forecast revenue projections allowing the Head of Sales and Exhibition Manager to budget accordingly; Work closely with the Head of Sales to deliver the sales plan and sell exhibition space and digital opportunities to both previous and new exhibitors over the telephone and face to face where required; Attend Reed events and competitor events (domestically and internationally) thereby maintaining relationships, expanding the database and prospecting for new business; Achieve and surpass individual and team revenue targets and develop and manage key feature areas within the fair to attract new visitors and add value for new and existing exhibitors.
Start-UpCustomer and Business Operations Manager
Jan. 2013 - Jan. 2015London, United KingdomWorking with a startup business to improve procedures in order to maximise efficiency, create and maintain lasting relationships with partners and suppliers and generate increased revenue. Responsibilities: Develop and oversee the necessary management systems, processes and approaches to achieve the long and short term strategic goals of the organisation and contribute generally to the development of organisational strategy, priorities and direction setting; In collaboration with the department heads, ensure effective operational alignment of strategies and planning of programmatic and functional activities. Propose and implement any needed training and re-structuring of the organisation and lines of reporting; Establish and coordinate appropriate communications and decision making mechanisms for regular reporting and information sharing, including communications between and across functions and departments; Develop and maintain relationships with partners, include shareholders. Regular monthly reporting to demonstrate partnership value including creation and management of merchant contracts, marketing plans and business plans.
GrouponCustomer Service Operations Manager
Jan. 2011 - Jan. 2013Overseeing and managing a team of 15 - 30 individuals, who are the first point of contact for customers. Ensuring that the highest standard of care for customers is maintained and all communication channels within the team and department are transparent. Responsible for fostering motivation, encouraging and driving the team to meet all departmental deadlines whilst being proactive in developing new and effective processes to enhance the department and customer experience. Responsibilities: Effectively managing and leading performance, coaching, mentoring and developing the team to produce a highly consistent service to customers and aspiring to motivate the team to achieve, develop and excel in their daily tasks; Taking full ownership and being responsible for the efficient and effective flow of work and the productivity of team members, holding regular team meetings and encouraging a culture of two way feedback, identifying the need for, creating and delivering training to the team; Ensuring confident and positive resolutions of all customer issues and escalations within an appropriate and timely manner including all membership enquiries and complaints; Overall responsibility for creating and streamlining performance management and conduct guidelines and procedures and managing department staffing including recruitment and disciplinary procedures; Working with other Team Leaders to monitor performance and conduct using detailed KPI’s for entire department; Working with the operations manager to implement new software to improve communication between departments, increase response time to customers, improve usability for customer service agents and improve customer experience; Reason for leaving: Made redundant due to CS operations moving to India.
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