Chris Briggs Email & Phone Number

London, England, United Kingdom

Senior Programme Manager supporting deployment of L&Q's Transformation Programme.

Sidcup, Kent

Responsible for:* Driving a step change to the service L&Q delivers to its customers;* End to end delivery of projects supporting L&Q's corporate plan;* Through application of both service design and lean techniques work towards creating better, faster and lower cost services.

Redhill, United Kingdom

United Kingdom

Supporting The Cranfield Trust in Pro Bono work.

Manchester, United Kingdom

Project Manager for the delivery of a transformation project across claims, sales and service contact centre teams touching 700 FTE.

United Kingdom

Took charge of reviewing the incentive structure and the call to quote experience for home and motor products as well as auditing the call to quote customer experience and bench-marking this against competitors.

London, United Kingdom

As Head of Customer Journey held oversight of a team of two Customer Analysts and a Customer Journey Manager with responsibility for monitoring and improving the customer journey through KPIs and root cause analysis of complaints.

London, United Kingdom

Promoted to Head of Customer Services to transform the customer experience across the contact centre, drive up delivery of standards and efficiencies across front and back office functions and release cost saving improvements. Oversight of a team of 6 and had direct accountability to D&G board for quality and performance of 1,400 agents across 2 in-house contact centres.

London, United Kingdom

Strove to achieve 5 year growth targets by delivering marketing project initiatives and heading up the smooth roll out of a new brand identity by initiating tactics that grew the brand equity of the company worldwide.

London, United Kingdom

Minimised commercial risk of replacement of legacy system with a SAP-based system, matrix managed a team of 100 testers across 5 sites and tested over 1,000 business processes. Led the business through 3 system integration testing cycles and reported weekly to the CEO and executive board on progress.

Wimbledon

As Head of Marketing I had oversight of a department of 32. Held direct responsibility for revenue targets of the UK renewal and new business areas with the remit to reduce the cost of mailing campaigns and timely delivery of 50 million mailings a year. Accountable for customer insight and the creative design team’s input into client pitches from the sales team. Built up a market research programme across 6 key customer journey moments of truth to provide insight that supported work towards improving the customer journey by delivering directly to key client contacts. Created a centralised project delivery system to manage marketing, commercial and sales initiatives delivered through the company.

London, United Kingdom

London, United Kingdom

Supported the Sales Support Manager in training, managing and motivating a department of 22 account handlers.

London, United Kingdom

Rolled out and developed initiatives with the marketing department across 60 different D&G client accounts. Account managed two of D&G’s largest accounts, overseeing the production of management reports, established strong client contact and worked with clients to proactively develop business for the future.

London, United Kingdom

As a senior account handler, was responsible for developing four of D&G’s largest accounts (Comet, Sony, Hoover Candy Group, and JD Willams).

London, United Kingdom

Responsible for developing two members of staff: a Marketing Campaign Executive, and a Database Marketing Executive. Both these team members were there to assist me in achieving a Direct Telephone Sales budget and on improving the performance of D&G’s renewal book.

London, United Kingdom

Responsible for looking after the performance of all the company’s direct channels to market. This involved establishing and fostering business relationships with D&G’s call centre in addition to establishing and monitoring a number of initiatives developed to drive calls into the call centre.

Diploma, Direct Marketing, Pass

Practical based professional qualification run by the Institute of Direct Marketing. Tutors direct from the industry giving real life.

Masters, Marketing, Pass

Ba Hons, Economic & Social History, 2:1

Activities and Societies: Climbing, Theatre, music (set up a band)