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Highly experienced Customer Service and Marketing Director with a strong track record of service centre recovery and turnaround, customer experience improvement and adoption of CX and marketing best practice. Delivers significant improvement to business performance through strategic repositioning, organisational change, and people development.Key skills:Customer experience (CX) management - creation of seamless customer purchase journeys to improve customer satisfaction and loyalty.Branding - build brand awareness and preference with clearly targeted audiences.Innovation/npd - introduction of stage-gate process and build product pipeline and vitality rate.Strategic planning and organisational change - creation and delivery of commercial strategy, strategic and cultural change programmes, and M&A activity.
Masonite (Uk)
View- Employees:
- 35
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Customer Services DirectorMasonite (Uk) 2023 - PresentResponsible 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.
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Head Of Consumer ExperienceSherwin-Williams 2020 - 2022Lead 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. -
Business ConsultantInterim Management 2017 - 2020Short term contracts to provide specialist support in marketing, product management, customer experience and strategic planning.
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Group Strategy Director, Marketing Director And Customer Experience DirectorBristan Group 2014 - 2016Strategy development and execution, marketing, end to end customer experience and e-commerce. -
Group Marketing & Customer Contact DirectorBristan Group 2011 - 2014In 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.
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Group Marketing DirectorBristan Group 2010 - 2011Bristan 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.
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Marketing DirectorBritish Gypsum 2002 - 2010British 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. -
General ManagerAggregate Industries 1997 - 2002Full P&L responsibility for Charcon hard landscaping division. Restructured commercial functions and repositioned brand as innovative supplier of high quality hard landscaping materials.
Adam Richold Skills
Adam Richold Education Details
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Geology
Frequently Asked Questions about Adam Richold
What company does Adam Richold work for?
Adam Richold works for Masonite (Uk)
What is Adam Richold's role at the current company?
Adam Richold's current role is Customer Experience and Marketing Director.
What is Adam Richold's email address?
Adam Richold's email address is ad****@****net.com
What is Adam Richold's direct phone number?
Adam Richold's direct phone number is +44 1827 2*****
What schools did Adam Richold attend?
Adam Richold attended University Of Leicester.
What are some of Adam Richold's interests?
Adam Richold has interest in Innovation, Customer Satisfaction, Rugby, Running (10k To Half Marathon), Organisational Change, Mountain Climbing, Value Positioning, Strategic Planning.
What skills is Adam Richold known for?
Adam Richold has skills like Building Materials, Change Management, Strategy, Product Development, Marketing Strategy, Product Management, Strategic Planning, B2b, Management, Marketing, Business Development, Crm.
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