Carl Richardson Email and Phone Number

Leading an organisation who deliver consumer services covering the portfolio of P&G brands across 30+ countries. We are passionate about meeting the needs of our consumers and providing experiences that build brand loyalty.

Accountable for global projects that transformed Consumer Care delivery. Led P&G's move into social media as a consumer service channel across 35 markets. Developed a global strategy to engage with consumers online product reviews. Delivered key innovation projects focused on building a 360 degree consumer view in order to deliver a more personalised service experience. Co-developed and delivered social media crisis simulations to over 600 PR/Communication professionals across the company.

Special assignments within existing roles. Led P&G Community Manager activity globally across the London 2012 Olympic Games. Leading 150+ Community Managers to ensuring our "Thank You, Mom" social media strategy was integrated across brands, channels and executed across markets. For Sochi 2014 this role expanded to include leadership of P&G & Brand News Delivery globally. Responsible for a team of Communication Managers, PR agencies and Content Creation specialists to ensure the production of real time assets that were used to generate PR impressions across the Games.

Responsible for the development and delivery of new business building services to support the changing nature of consumer interactions into digital/social. Managing initiatives from initial concept creation, financial models, commercialization through to operational delivery. Leading a team of highly professional service managers responsible for a portfolio that supported 80+ brands across Europe, Middle East & Africa, including; - Community management - Social media listening & analytics - Content moderation - Crisis management - E-commerce

Led the UK & Nordics Consumer Relations organisation. Fully accountable for consumer care across 80+ brands. Ensuring key quality,compliance and service measures were met. Providing strategic counsel to internal stakeholders ensuring the voice of the consumer was central to key business decisions. Leading issue management teams to protect the business. Building new business models which attracted internal marketing investment to shift consumer care work from reactive to proactive. Member of CCA & CCC external organisations, helping to shape best practices across the industry.

Leading a team of highly passionate and dedicated consumer care professionals to deliver industry leading service across 50 brands. Responsible for consumer experience, organisational development, work process transformation and business continuity plans. Developing marketing strategies to raise the profile of the contact center and voice of the consumer with internal commercial teams. Growing the overall Contact Center business by transitioning European business operations from outsourced partners. Expanded regional responsibility included project management and deployment of a new CRM system to over 20 countries & 22 languages.

Responsible for the contact center systems (including automated call distributors, CRM and reporting tools) that supported the millions of consumer interactions P&G managed across Europe each year. Led key regional projects tasked with driving efficiency and higher consumer service delivery.