Andrew Greer Email & Phone Number

Emea

At COPC we’re a small business team of industry experts with a medium business output that provides consulting, training, certification, benchmarking and research for operations supporting the customer experience. We are the custodians of the most comprehensive and leading CX Standard, employed by the world's most successful and premium brands, whether an Outsourced, Inhouse or Vendor Management Organisation.Our performance management framework focuses on customer-centric service operations and spans all functions within any organisation. COPC is typically implemented by companies that have a significant focus on customer service operations, and is used as the global benchmark for customer service excellence.

Kingston Upon Thames, United Kingdom

As Head of Operations, I exceeded business and client objectives while consistently achieving all financial and operational KPIs. With full P&L responsibility, I managed multiple accounts to deliver exceptional Customer and Account Management experiences across Service and Inside Sales contracts. I defined success by leading and inspiring my team to achieve operational excellence, high employee engagement, and continuous service improvement.

Global

As Group Programme Manager, I was responsible for planning, orchestrating, and managing the rollout of multiple projects across Dimension Data’s global footprint. In this senior programme recovery role, I engaged with Regional C-Level HRDs and CIOs to ensure the Global Workday Portfolio and Roadmap were delivered on time, to specification, and within budget.

Global

Global

My role focused on helping organizations understand their current CX maturity, develop customer strategies, and design Target Operating Models to achieve their goals. Through business diagnostic studies and functional assessments, I identified and prioritized value creation opportunities, shaping and leading programs that translated business strategy into customer management transformation.As an experienced and successful operations leader, my remit extended beyond external consulting. I provided business development support, solution architecture, bid management, interim management, operational support, and project/programme management throughout the design, implementation, transition, and BAU phases.

Apac

Uk&I

Mea

UK&I and EMEA