A dynamic Programme Manager with business transformation expertise and a history exceeding business objectives

Responsible for spearheading the successful Digital Strategy Programme, with a budget of £15m+• Parachuted-in to lead recovery of a £multi-million digital initiative, creating a revised programme plan• Focused on successful delivery of 3 new websites & booking engines for Haven, Butlins and Warner• Collaborative board engagement, secure approval for technical solutions aligned to business needs• Full remit for design, delivery & deployment of a fully-documented strategic Target Operating Model• Leadership of programme managers, development, testing & architect leads and business analystsKey achievements & business outcomes include:• Developed and implemented processes and governance structures for effective programme delivery • Upgraded VM infrastructure (Primary Domain Controller PDC & Secondary Domain Controller SDC) • Delivered new Azure & Tridion cloud environment, migrating several OnPrem technologies to Cloud• Implemented new virtual LAN data centre, improving documented process for building environments• Drove strategic process to identify, effectively engage & recommend a new 3rd party service partner• Introduced and championed delivery of a new effective process for transition, cutover and Hypercare

Successfully led the build and delivery for all Wholesale & Franchise operational processes from identifying requirements to the development of the target wholesale operating model. This programme now gives the Coop the capability to compete as a food wholesaler & franchiser which has recently resulted in winning a contract to supply 2200 Wholesale with a potential of 150 franchise food convenience stores.

Successfully delivered the business change elements for new European and USA platforms for all business functions including contact centre. Led the development for the first UK platform which included a new credit provider and platform that gives the business and customer a better more flexible credit solution.

Sep 15 – Date, Head of Programme Delivery, Sainsbury’s- Delivering an effective transformation programme designed to improve the business operating model for Netto, a JV between Sainsbury’s and Dansk supermarkets - Implementing a structured management control process, leading the mapping of all processes and ensuring their alignment with RACI - Responsible for all facets of the delivery of New Business Development programmes- Leading the winding up of Mobile by Sainsbury’s mobile virtual network operator (MNVO), overseeing all phases from the announcement through to the liquidation process - Devising, developing and leading a highly effective programme business communication strategy - Planning all stages of the closure and communicating information and updates to customers, colleagues and the media as appropriate - Overseeing staff redeployment and coordinating the end to end redundancy process for 70 employees, and managing the efficient termination of third party suppliers - Responsible for the delivery of OFCOM regulations and the compliance of customer data Key Achievements: - Managed the Netto leadership team to produce a significantly improved business operating model for various functions, including Marketing, Commercial, Supply Chain, Logistics Retail and HR - Introduced innovative and demonstrably improved ways of working all levels of the business and created and implemented clear roles and responsibilities - Produced and managed the customer exit plan following the announcement and ensured minimal disruption for customers

May 13 – Sep 15, Head of Telecoms Operations, Sainsbury's - Responsible for overseeing the day to day operational strategy and delivery of Sainsbury’s Telecoms, including the Mobile by Sainsbury’s MVNO, and ensuring the achievement of all operational targets - Managing the recruitment and selection of a team of 15 operations staff based on skills, experience and perceived ability to positively contribute to organisational goals - Forging a high performing team through effective training, monitoring performance and providing constructive and useful feedback to facilitate development Key Achievements: - Slashed annual logistics costs by £130k - Introduced an new online tool to provide effective technical assistance and handset repairs to customers - Devised and implemented an innovative customer service step change programme in stores and contact centres to provide customers with an universally enhanced Sainsbury’s experience - - Programme managed Mobile by Sainsbury's mobile phone contract proposition, including online and in store product sales capacity - Successfully introduced mobile phone insurance to increase revenue potential

May 12 – May 13, New Business Development / Lead Programme Manager, Sainsbury's- Leading the delivery of a brand new Mobile Phone Shop and Unassisted Mobile Sales business, controlling a £40m budget and maximising cost efficiency - Developing the concept, managing the opening of new phone shops and executing effective strategies in order to ensure sustainable business growth - Identifying a partner and leading a programme to build a new IT system to process mobile contact sales - Utilising industry expertise to build several Telecoms solutions suitable for a supermarket environment. Key Achievements: - Devised and implemented a new refund policy and effective mobile phone after sales care solutions - Developed and introduced a fully integrated operating model for the phone shop - Successfully launched colleague mobile technology and sales training solution, a new operating model for unassisted sales of mobile phones and a new supply chain solution

Feb 11 – May 12, Head of Business Change, Programmes and Governance – UK & Ireland, MasterCard - Leading Business Change, Programmes and Governance with full P&L accountability for the UKI Market - Spearheading the development and launch of contactless payments and an event access solution for the 2011 Isle of White music festival, Champions League final and Brits music awards - Identifying and implementing routines to manage market risk and compliance - Liaising effectively with senior contacts for numerous large accounts and leading the development of the best product solutions and routes to market - Leading, managing and motivating the team for the delivery of several RFP’s within major accounts Key Achievements: - Achieved annual incremental revenue of £20m and won Best New Credit Card at the 2012 Card Awards following the several new credit card programmes, including Santander 123- Successfully launched a controlled programme lifecycle focused on stakeholder, risk and issue management and simultaneously reduced costs and timeframes whilst improving customer service - Created and delivered a programme to ensure best practice management in Europe

Jun 09 – Feb 11, Strategic Programme Manager, Home Retail Group – Argos- Delivering a multichannel advantage programme with a £40m budget and delivering £274m in benefits Key Achievements: - Increased product availability by 5% and cut stock holding by £50m via a stock improvement programme - Significantly improved mystery shop customer satisfaction scores from 72% to 84% - Delivered a £100m re-brand programme comprising the re-fitting of stores, distribution centres, head office buildings and the re-branding of all marketing POS and communication

Oct 08 – Jun 09, Head of Change – Telecoms, Tesco Stores - Managing all phases of an effective strategic change programme within Telecoms and ensuing the on time completion of projects and programmes in line with a £10m budget - Creating a robust business model to sell a home phone, broadband and TV bundle, collaborating effectively with third parties to launch a new BSS and merging two contact centres and customers to one Key Achievements: - Substantially increased monthly contract mobile sales from 50 to 2000 with the launch of a new contract mobile order processing system for live contract orders on all major networks, including Tesco Mobile - Launched a new fixed line branded broadband category in phone shops enabling sales assistants to process live customer orders

Mar 06 – Oct 08, General Manager – Telecoms Centres, Tesco Stores- Full accountability for business P&L, including £4m CAPEX and £7.5m OPEX - Recruiting, training and developing a head office support team from scratch - Launching 40 new Telecoms Centres and leading all associated aspects of business change- Developing a value proposition and an effective solution to add value to the business and improve the customer experience - Producing comprehensive, accurate and up to date reports for the Board on a weekly basis - Spearheading business efficiency strategies and achieving consistent and sustainable business profitability

Jan 05 – Mar 06, Programme Manager – Telecoms, Tesco Stores- Responsible for delivered large, complex cross-functional projects in alignment with business objectives, deadlines and budget restrictions - Preparing reports for the Tesco Mobile Exec and Telecoms Board on a weekly basis - Leading and managing NWT of up to 25 people, engendering an environment of high motivation, positive engagement and providing the support required to ensure the delivery of optimal performance - Negotiating scope to maximise cost efficiency and managing external suppliers- Telecoms change business champion- Challenging and continually improving the processes and systems for managing the Telecoms business plan