Christopher Ritchie Email & Phone Number

United Kingdom

I am honoured to lead the team of BMAS, where I report directly to the CEO of parent company Mobility Bathing Group. In my role, I oversee the day-to-day operations, budgeting, and financial forecasting, while also driving strategic initiatives across the business. My focus is on optimising processes, managing risks, increasing market share and fostering a strong people and customer-first culture.Key Achievements: ✅ Spearheaded rapid process optimisation, driving significant cost reductions and productivity gains.✅ Developed and implemented strategies to enhance cross-functional alignment, boosting collaboration and a sense of belonging across departments.I look forward to continuing this journey with our talented team and driving further success. Together, we are focused on innovation, customer satisfaction, and sustained business growth. 🚀#Leadership #Operations #ProcessImprovement #Teamwork #CustomerExperience #BusinessGrowth #MobilityBathingGroup #BMAS

Scotland, United Kingdom

Responsible for overseeing multiple high-profile programmes across Europe, ensuring successful execution within established timeframes, budgets, and scopes. Implemented rigorous programme and project management practices, established effective programme organisation structures, and managed budgets. Proactively stayed abreast of industry trends, particularly in adopting a digital-first customer contact philosophy. Regularly reported to Exec Steering Groups and fostered sustained high performance within the team that I led through matrix management. Actively managed and developed senior management teams, fostering a culture of continuous improvement and positive engagement.

Livingston

Responsible for service of all Sky Comms products - Broadband, Talk, and Mobile customer base of over 11.5 million. Leading a customer base of over 11.5 million at Sky, I prioritised context-driven leadership and shaped a comprehensive customer service strategy plan. This plan drove initiatives that improved service experiences both online and in our contact centres, resulting in higher rates of right-first-time customer contact resolution. I revamped customer conversations, doubling sales revenue while maintaining NPS scores above 80%. Through rigorous analyses, I uncovered valuable customer insights and fostered a high-performance culture among my team of 15 direct reports and their 400+ FTEs covering multiple contact centre sites. Additionally, I implemented a cost spend reduction plan, reducing operating costs by 20% annually. My mentorship efforts guided emerging talent into senior leadership roles, marking my journey as a Senior Operations Manager at Sky with transformation, innovation, with a positive working culture.

London, England, United Kingdom

Product owned the nationwide strategy for Sky mobile and Broadband product delivering +35% growth in purchase orders.In my role, I crafted a comprehensive nationwide strategy for Mobile and broadband Products within Sky's Retention, Value, and Broadband estates, which resulted in an impressive +35% growth in purchase orders. My impact extended to developing a nationwide commercial strategy for these products, driving substantial growth by meticulously aligning it with brand awareness, customer trends, and consistency of campaign messaging. Additionally, I played a pivotal role in contributing to P&L forecasting and successfully implemented test and learn strategies, showcasing my ability to not only devise strategies but also execute them effectively to achieve tangible results through my team.

Dunfermline

During my tenure as Contact Centre Sales Manager, I effectively led a transformative journey of success. By nurturing and developing underperforming team managers, one of whom achieved the esteemed CCA Manager of the Year award, I demonstrated my commitment to fostering talent and driving excellence. Implementing operational and proposition efficiencies resulted in a remarkable £5 million return to the business within just one year. Leading a team of over 500 employees, I orchestrated initiatives resulting in a notable 40% reduction in communication churn and elevated the annualised customer Save Rate to approximately 65%. Through strategic product upselling campaigns and a relentless focus on continuous improvement, I drove revenue growth and fostered a culture of excellence, reducing attrition from 65% to 20%. Moreover, by prioritising customer satisfaction and implementing customer-centric initiatives, I significantly enhanced the Voice of Our Customer - NPS Result from 38% to an impressive 70%, marking a chapter of transformational success in my career journey.

Scotland, United Kingdom

As a National Manager in the retail sector, I led a team of 32 retail store managers, inspiring to deliver exceptional customer service experiences that consistently exceeded KPI targets. Implementing strategies to nurture & develop talent internally, creating a strong talent and succession pipeline across all levels within the region. Through clear communication, I fostered a culture of innovation and collaboration with key stakeholders. I developed and implemented groundbreaking customer sales strategies, such as dynamic packaging of holidays and my first use of digital assistance through retail.

Edinburgh, United Kingdom

With a career that started as Thomas Cook's youngest retail manager at just 21 years old, I consistently managed and motivated teams ranging from 4 FTE to 55 FTE. During my tenure, I achieved remarkable results, tripling sales turnover from £4 million to £14 million over four years, setting new records for contribution delivery in Scotland's flagship store. My passion for talent development has translated into a successful track record of nurturing team members through continuous training, ensuring a pipeline of internal successors. I was also held accountable for delivering annual revenue growth in line with budgeted expectations, fostering attraction and engagement across customer-to-business (C2B) and business-to-business (B2B) domains. AWARD-winning role securing National Manager of the Year 2010

Edinburgh, United Kingdom

Drove profit maximization by achieving personal and store targets in sales and income, supporting team members to excel. Collaborated with Store Manager to boost store productivity and increase sales revenue through product promotion, while staying abreast of competitor activity. Managed costs and enhanced customer experience through effective sales processes, accountability, and interaction. Played a key role in people management, assisting in recruiting, developing, and retaining a high-performing team. Ensured compliance with company standards, procedures, safety, and security measures, while fostering a culture of continuous improvement through consistent praise, coaching, and feedback.

Edinburgh, United Kingdom

In my role, I contributed to achieving store profit by meeting individual targets and maximizing sales opportunities through genuine customer interactions. I consistently identified customer needs and delivered exceptional service, taking ownership of every interaction. As a dedicated team player, I actively shared ideas, offered support, and collaborated with colleagues to achieve common goals. Leveraging my product knowledge and continuous learning, I adeptly matched customer requirements with the right holiday options, gaining their confidence and ensuring successful sales closures.