Reporting to the Northern Europe Director of Customer Service, responsible for NE Customer Service and Order Management function for UK & Nordics.Operational Leadership (17) , People and Organisational Development.Digital Pillar Lead for PS building Org Capability in Digital and Analytical Capability.

Reporting to the Northern Europe Customer Services Director, operational ownership of Master Data, Claims and Customer Freight functions within NE customer services organisation.Strategic ownership of the digital transformation effort for NE CSO project delivery including product ownership for agile project implementation in automation and work process orchestration.

A social enterprise and a charity with a turnover of over £367m and one of the UK's largest providers of high quality housing and integrated housing, health and social care. As a service and design manager I was responsible for delivery of improvement projects to improve efficiency and the lives of Home Group Customers.

Reporting to the Planning Service Centre Director, managed a team of 20 people, responsible for finished product, gift set supply and third party manufacturing planning (Europe/China). Accountable for overall service of 10 million gift sets globally, inventory across the supply chain as well as life cycle management owner for the luxury fragrance portfolio worth an estimated $1.5bn. • Managed the successful integration of the Gift Set Supply Planning leadership role to the planning service centre by incorporating into daily processes, daily communication with zero disruption to results. • Reduced total Inventory by 10% for the fiscal year through improved gift set excess management and better control over safety stock and production strategies. Delivered seamless service on gift sets through close management of the program from start up to completion with key stakeholders, development of effective reporting and analytical tools to react to issues reported and improve the overall market allocation on gift sets. Results achieved for the year >99% service consistently.• As Education & Training Sponsor, achieved all targets across the organisation in terms of capability and in addition created and delivered core training to motivate, inspire and improve capability. These included Daily Management Systems, Run To Target, YYY problem solving and ‘how to be your best self at work’.• Reduced total product portfolio by 18% through leadership of the annual brand line optimisation program for Life Cycle management. Provided financial supporting data and analysis to help identify non performing codes and aligned the approach with the Coty brand teams and in turn fashion houses.

Reporting to the Planning Service Centre Director, responsible for gift set supply and accountable for overall service of 10 million gift sets globally, inventory across the supply chain as well as life cycle management owner for the luxury fragrance portfolio worth an estimated $1.5bn.

World leading consumer goods company with 23 billion dollar brands across Fabric Care, Hair & Beauty Care. The UK & Ireland Customer Service Organisation provided supply to all major UK retailers of many household names including Ariel, Pantene, Pampers, Herbal Essence worth an estimated $3bn. Reporting to the Northern Europe Supply Chain Leader, I was responsible for motivating a team of 30 people in order management and product availability functions within P&G UK Retail division. The core of this role was to deliver best in class customer service to all major retailers by creating a customer centric organisation, ensuring service as measured by customer through seamless execution of daily order to cash cycle and developing and delivering joint action plans with key customers to improve supply chain efficiency and value creation.• Delivered Supply Chain Excellence across all KPI’s. Record daily cycle results, completing on time 85%. Quality electronic ordering with customer base 85%, elimination of order touches and initiation of the weekend order cycle.• Functional lead for supply chain projects including the completion of move to double stacked pallets on Haircare & Babycare which reduced road miles by 1 million per year on completion.• Functional lead for value stream mapping with key customers. Provided expertise to map in detail end to end processes in order to design new improved ways of working in the future to deliver joint value creation. Results included expanding P&G within Ecommerce, reducing lead-times within a 7 day portfolio and introduction of vendor managed inventory.• Led the introduction of a corporate Personal Development program within the customer service organisation. Delivered 84% employee satisfaction score. 504 hours of training delivered with 99% organisation trained and capable with personal development plans to grow their potential.

Reporting to the Northern Europe Supply Chain Leader, I had overall leadership of team of 30 people within the Accounts Receivable function responsible for cash collection, bad debt management and payment on time for £3bn annually. • Achieved 100% payment on time record results for £3bn cash collection through designing the right process and team structure to focus on collection and risk management to drive efficiencies and improve individual mastery. This in turn led to achieving the average days sales outstanding target.• Designed and implemented an improvement action plan for customer Billing Accuracy through introducing price file exchanges with key customers and holding the sales team finance accountable for communication of pricing, achieved 97% accuracy on invoices.• 53% reduction on bad debt through improved daily direction setting, focus on claims management and credit profiling, including the introduction of a credit profiling tool in conjunction with Dun & Brad Street credit agency to protect from bad debt during the financial crisis. • Created the culture for 8’s every day to ensure all processes recorded and documented in line with SOX requirements. Consistently achieving an Audit score of 8. Led the team through integration of SAP, ensuring all issues closed out and staff 100% trained.• Led the Accounts Receivable function through SAP Integration including the introduction of a new credit hold release process and claims management system. Inspiring and encouraging the team to adapt quickly to the new tools available to improve customer service through fast and professional query resolution. Ensured zero disruption to daily cycle results so all orders were released on time to meet the required lead-times for customer orders.

Responsible for UK Master Data Team - customer, brand and price master data maintenance for P&G portfolio.Led successful integration of Gillette master data into P&G systems.

Customer Master Data Analyst for all P&G UK/I Customers. Brand Data Analyst for P&G Portfolio. Led SAP transition for total UK/I customer master data portfolio and trade term implementation.

Customer Service Representative for a range of retail customer accounts, including Tesco VMI, responsible for relationship management, order processing and query resolution.