Adrian O'Brien Email & Phone Number

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North East

𝗥𝗲𝘁𝗮𝗶𝗹 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀

𝗘-𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 - Reporting directly to the Managing Director and part of the Core Leadership Team. Equip4Work is part of TAKKT Group, a market-leading B2B direct marketing specialist in Europe and North America, it is represented by its brands in more than 25 countries employing over 3000 people. Leading the Sales and Customer Services teams processing over 5000 transactions worth over £1 million weekly with overarching full responsibility for the Customer Experience from point of purchase through to fulfilment.Core ResponsibilitiesCall Centre Performance | Field Sales Team | Key Account Management | Sales Management | Recruiting Promotions and Pricing | Sales Processing | Credit Approvals | Carrier Relations / Performance | Supplier Relations | Customer Service | Customer Review Strategy | CRM Systems | Customer Retention StrategyKey Achievements★ Created automation to the Sales Order Processing Function reducing processing times by 25%★ Automated the Abandoned Basket Process adding 250k sales in Year. ★ Implemented a Red Basket customer contact process adding 520k sales in Year 1. ★ Established a Sales Pipeline process, tracking quotes, and proforma activity increasing sales and improving margins.★ Automated Stock Controls reducing out of stock sales by over 300%. ★ Increased Sales margins by 12% and Teams sales GP by 47% year on year.★ Created a semi-automated Credit Approvals process reducing risk on B2B account sales. ★ Redesigned Customer NPS and Trust Pilot Strategy via EDI increasing scores by 20 points.★ Introduced skills and priority-based telephony routing reducing customer wait times to under 20 seconds

Stockton-On-Tees, England, United Kingdom

𝗙𝘂𝗹𝗳𝗶𝗹𝗺𝗲𝗻𝘁 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 - Temp Contract during COVID-19 outbreak After being made redundant from Cash Convertors I took a temporary role during the initial Covid outbreak.

United Kingdom

𝗙𝗿𝗮𝗻𝗰𝗵𝗶𝘀𝗲 𝗮𝗻𝗱 𝗥𝗲𝘁𝗮𝗶𝗹 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 - Cash Converters originates from Australia launching its first store in the UK in 1991, pioneered buying and selling of pre-owned goods in the UK also offering products ranging from short-term loans, foreign exchange, and buyback. Core ResponsibilitiesRetail and Franchise Operations - Reporting directly to the CEO and a member of the UK Senior Leadership Team leading the Business Development managers to support the Franchise Network of 196 stores helping maximise sales and profitability across the business and ensuring all stores operating under the Cash Converters banner conducted their business to a standard befitting the brand expectations and regulatory requirements. Provide operational expertise, through leadership, and influence to support the Franchisees to achieve sales and customer growth, operational objectives, financial results, investment requirements, and development targetsKey Achievements★ Devised a service proposition improving both customer acquisition and cross-selling by 20% YOY.★ Introduced improved Brand standards/merchandising guide resulting in over 40 stores agreeing to implement ★ Reduced Franchisee debt levels from 6% to under 1% by implementing a contact program with step agreements. ★ Created and led an operational forum giving smaller franchisees a direct voice in the business ★ Devised new lending policies and procedures bringing consistency and reassurance from regulatory concerns.★ Renegotiated contracts with two external suppliers increasing ongoing commissions payable by over 50%. ★ Played a key role in the acquisition of competitor business resulting in a 15% increase in the company loan book.★ Negotiated with key franchisees resulting in new territory agreements and plans for their expansion.★ Delivered 3 new sites to the business and supported franchisees with a store opening program.

Lanarkshire

Core Responsibilities𝗦𝘂𝗯 𝗣𝗿𝗶𝗺𝗲 𝗙𝗶𝗻𝗮𝗻𝗰𝗲 - Directed sixteen Customer Experience Managers, maximising efficiency through regular review, guidance and feedback whilst ensuring compliance with legislation, KPIs, and company policies.Key Achievements★ Created new MI report and performance tracker resulting in increased performance from five out the bottom six performers in the area reducing overall bad debt levels by 5% in the 1st 10 weeks of its inception.★ Reduced Bad Debt levels by 12% via direct intervention and stepped arrangement plans

Scotland, North East England & London Specialist Stores

𝗥𝗲𝘁𝗮𝗶𝗹 𝗢𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 - Managed the commercial and operational performance of a large portfolio of 21 stores over 3 areas across Scotland and North East England with a collective annual turnover of £15m, alongside managing specialist service London stores.Led 24 direct reports including 21 Branch Managers and 3 Senior Branch Managers, alongside leading the training and ongoing professional development of all staff to meet standards of delivery and ensure regulatory compliance with FCA requirements.Worked directly with the Chief Operating Officer on special projects, including ad-hoc day to day management of 6 District Managers and day to day store operations. Key Achievements★ Devised and trialled a new retail buying strategy which resulted in a reduction of 10 days in stock processing times and increased retail sales by approximately 20%★ Project managed the development of a new foreign exchange product which led to a year one net profit of £500K to company EBITDA, and £1.1m in year two with year three projected at approximately £2.5m★ Implemented a new customer marketing initiative to target existing footfall knowledge of products and services, leading to an increase in cross-sales to existing customers of over 25%★ Devised an innovative new lending trial in London to target higher-value customers and prestige goods, resulting in a 15% year on year EBITDA growth★ Successfully launched customer care program leading to a reduction in customer attrition rates by almost 10% ★Liaised cross-functionally with an IT supplier to design, test, and implement a new company-wide IT system★ Implemented a monthly staff one-to-one review which highlighted key staff development needs, resulting in the lowest attrition rate in the business and highlighting the development needs of key staff

Scotland

• Managed the operational and commercial performance of 15 stores throughout Scotland• Monitored, drove and maximised profitability and KPIs through relevant sales strategies • Ensured sound financial management and budget control in line with annual business strategies • Coordinated and implemented HR processes and employee relations services• Led the recruitment and selection of managers and all staffing• Contributed to the professional development of all staff through regular coaching and training • Identified areas of improvement and implemented new and streamlined existing procedures • Conducted regular audits and ensured compliance - with the area scoring #1 on external audits

• Head-hunted to manage the set-up of a new store opening program in Scotland• Opened 6 new shops and oversaw site procurement and negotiation costings with letting agents• Managed and coordinated the recruitment, onboarding and training of all staff• Provided ongoing management support to establish and integrate new processes and procedures

Brought into this start-up to integrate a new field collections team and manage the daily operations of the call centre and field operations team. Negotiated with clients via initial contact and presentations to win contracts - including the contracts for collecting student debt for a major Scottish university and a leading water company - taking full ownership of costing, resources and campaigns

Managed and optimised the profitability of four branches within this ‘remote’ Scottish Area, from Aberdeen to Stranraer, overseeing the workload and performance of 22 Section Managers and 200+ local collection agentsPlayed a significant role in the successful integration of the previous business after Shopacheck’s purchase of Park Direct Credit

Key Achievements ★ In this start-up, recruited 40 staff to make a positive impact on turnover and EBITDA growth ★ Turnaround from loss to profit-making in 3 months, making it second in the area in 6 months★Implemented a new underwriting procedure, resulting in a net reduction of bad debts