World's first Zoom CX Competency Partner + Zoom Contact Centre EMEA Partner of the Year 2024.We are contact centre and customer experience optimisation specialists. With over 20 years of native cloud, CCaaS, and AI experience, we take ownership of your CX/EX challenges and then help you tackle them through focused consultancy, implementation & delivery, system integration, and managed services.We partner with best-in-breed cloud providers including Zoom Contact Center, Zoom Virtual Agent, Amazon Web Services (AWS), and Avoira, providing expert consultancy, implementation, system integration, custom development, and managed services to organisations across EMEA.

Contract July 2016-Dec 2016

Contract May 2016 - Dec 2016

Travel Counsellors is an independent travel company with a global network of homeworking travel agents. Their unique model enjoys a customer NPS of 96% and a Travel Counsellor NPS of 98%. I was a member of the global senior management team with first line accountability for: - Continually evolving multi-channel B2B and B2C marketing performance - Driving above plan performance across franchise sales/ recruitment, repeat business, referrals, average booking value and share of wallet - Leading customer insight, analysis and empirical research to inform business decisions - Driving new customer acquisition - Developing and enhancing the global brand and propositions - Proposition and service innovation - Marketing Communications - CRM, Direct Marketing, Personalisation and Nurture programmes - Insight, Research & Data - Digital & SocialMAJOR ACHIEVEMENTS2015 - Redefined recruitment/franchise sales process, increasing franchisee recruitment/ franchise sales by 250%, translating to sales growth of £17m year 1 and £115m in total lifetime sales.2015 - Launch of £2m fully integrated national brand awareness campaign including national TV, press, digital, PPC and social media.2015 - Development of sales and marketing analytics suite; including lifetime value modeling, franchise sales pipeline (funnel) calculations, investment and ROI projections.2014 - Implementation of staged sales funnel approach for franchisee recruitment, resulting in year on year net recruitment increase of 140% translating to sales growth of £3.8m year 1 and £33m in total lifetime sales.2014 - Global CRM (Microsoft Dynamics) implementation to deliver improved franchise sales/recruitment personalisation, analytics, insight and conversion performance.

CHEP is a service company that provides returnable and reusable pooled equipment. They do this across business supply chains in more than 50 countries worldwide. CHEP is part of the Brambles Group, listed on the Australian Stock Exchange and has been established for over 50 years. Globally, over 300 million CHEP-branded assets are in daily use, primarily in FMCG & Automotive supply chains.As Head of Marketing my remit sat broadly across four key themes - Protect, Improve, Grow and People: The Growth agenda included the implementation and refinement of a Europe-wide inbound marketing & demand generation programme, helping to develop an engine for the cost effective development of new business in over 30 countries with varying levels of brand maturity. A large proportion of my effort was aligned to the Protect agenda - supporting the retention of a significant customer base (c.$400m) in UK & Ireland, improving loyalty and stickiness, reducing contract churn and constantly developing the face of the business and customer value proposition to help deliver improved NPS.As the guardian of the CHEP brand in UK & Ireland I was also responsible for ensuring the consistency and commercial focus of all internal and external communications across the entire marketing mix, including the development of high quality sales tools & collateral to support EKA/NAM and sales activity both in field and in the cloud.MAJOR ACHIEVEMENTS2013 - Specification and implementation of marketing automation (Eloqua), CRM software and development of sales, marketing and campaign processes to support CHEP UK's protect and grow agendas - £1.6m of brand new business generated in 2013.2013 - EMEA Project Leader for the specification and implementation of marketing automation, CRM, nurture campaigns and sales processes to support retention and growth2013 - I was awarded the prestigious internal accolade "Achieving Together, Everyday" in the category of EMEA business growth

Project Leader of 360-degree brand programme. Delivering a unique customer proposition that transcended marketing to marry internal culture, customer experience, business strategy & brand. The responsibilities of this medium-term programme included driving an internal and external communications strategy, embedding core values, behaviours & standards across the entire group and challenging the operation to deliver Service Measures which add significant stakeholder value.The successful repositioning of the HSS brand and the widely regarded 'Better Equipped' campaign were instrumental in HSS winning ERA European Hire Company of the Year 2011.MAJOR ACHIEVEMENTS2011 - HSS Marketing team was shortlisted (final 15) in the CIM Marketing Team of the Year award, in recognition of the Better Equipped and 360-degree brand programme2011 - Market proposition development and delivery of a fully integrated sales & marketing plan to launch HSS Outsource (Reintec) to market, including creative development, digital, event management, process development, internal comms and an innovative DM campaign.2011 - Conception, product & creative development of the Reintec cleaning brand to support the HSS Reintec proposition. Involvement in supply chain re-engineering; approaching best-in-class manufacturers around the world, obtaining support for an OEM procurement strategy delivering significantly uplifted ROI across the proposition. I handled all design, specification and final sign-off for appearance of the Reintec cleaning machines (product category management). Plus design, copywriting, digital, promotional and collateral development lead for all supporting materials.2010 - Design, specification and implementation of a brand new retail merchandising profile (consumables & accessories) in over 230 HSS Hire branches across the UK and Ireland.2009 - Conception, proposition development and delivery of new brand/sub-business HSS Onsite, which delivered over £1m revenue in year 1.

Global guardian of the Macpherson Trade Paints brand, responsible for the planning and execution of marketing strategies to generate sales and market share growth in a very competitive marketplace.Heavily involved in NPD, launching numerous successful products including trade contractor and merchant best-seller: Crown Trade Clean ExtremeBrand & Category Manager for Albany Paints (Brewers' own-brand) - responsible for brand livery, NPD, technical and safety data, stocking profiles and colour collectionsUK Project Manager of "Future Mixing Machines" (FuMM) trade shop rollout programme, involving a significant technical upgrade of over 400 paint colour mixing machines over an 18 month rollout period.Development of merchant, contractor, wholesaler product re-pricing matrix, offering more cost flexibility for professionals and incentives for stockists to hold a broader range of productDuring my tenure Macpherson Trade Paints achieved YOY volume growth of 15% in a stagnant trade paints market, resulting in 1.5% market share growthWe were also successful in securing an opportunity to feature a selection of Macpherson Trade Paints products in selected B&Q stores across the country, for a trial period