Adam Richold Email & Phone Number

Derby, Gb

Responsible for devising and implementing a best-in-class service strategy to drive sales and profit growth and long-term customer loyalty, managing three customer service centres and 70 customer service and service engineer staff. Created competitive advantage by transforming service levels to best in sector (ASA 10 secs, email response 4 hrs, resolution 48 hrs). Increased agent productivity and reduced service demand by over 25% via proactive provision of delivery and product information. Identified and resolved route cause of service failures to improve OTIF, lead times and RFT in collaboration with operations, planning and logistics teams.

Lead departmental transformation and cross-functional strategy to achieve best-in-class service and customer satisfaction for Ronseal woodcare and Valspar paint brands.Winner of BCF Customer Service Award 2022.

Short term contracts to provide specialist support in marketing, product management, customer experience and strategic planning.

Strategy development and execution, marketing, end to end customer experience and e-commerce.

In addition to previous marketing remit, lead the business mission to deliver an "extraordinary customer experience" through the sales and aftersales customer contact teams and field-based Bristan Care service engineers. UK Customer Experience Awards winner 2013.

Bristan Group is the UK market leader in taps and showers, sold under the Bristan and Heritage Bathrooms brands into both retail and trade channels. Responsible for leading branding, pricing, innovation, and product and channel management.

British Gypsum is a major UK building materials company providing drylining solutions to specifiers, contractors, housebuilders, builders merchants, and consumers. Led the creation and delivery of the commercial strategy, business value proposition, market segmentation and targeting, identification and implementation of new market opportunities, and brand development.

Full P&L responsibility for Charcon hard landscaping division. Restructured commercial functions and repositioned brand as innovative supplier of high quality hard landscaping materials.