Dan Church Email & Phone Number

Manchester, England, United Kingdom

• As the Director of Data and Insight, I am a member of the senior leadership team, reporting directly to the Managing Director. Accountable for Data, Data Science and Credit Risk functions, with matrix accountability.
• Sponsor for the Data modernisation programme; migrating from a manual data upload function to an API driven data lake function in Azure.
• Established Information Security Office that maintains all ISO and information security policies and activities
• Redesign of the flagship “Growth Score” proprietary feature
• Creation of a Sharepoint knowledge centre, to create “single source of truth” that both employees and customers can use to improve knowledge of RFA products and services
• Migrated all reporting into PowerBI, creating a monitoring programme that enables effective monitoring of predictive products performance

United Kingdom

• Major Responsibilities:Served as senior operational leader reporting to C-level executive. Accountable for a £10M P&L, and five key functional areas, covering all of the no-sales customer touch points, including.
• Reduced 82% in supplier service issues by implementing supplier management program.
• Achieved high CSAT (Customer Satisfaction) and NPS (Net Promoter Score) scores over 90%.
• Saved £100k in 12 months by outsourcing out-of-hours support to BPO as part of an optimisation program.
• Oversaw approximately £10M of revenue by delivering customer and service support across the customer lifecycle.
• Maintained high employee engagement, with scores consistently above 85th percentile in Gallup Q12 surveys conducted every 6 months over 4 years.

Chester, United Kingdom

• Major Responsibilities:Reported directly to Customer Experience MD, while also holding matrix accountability to SAAS business unit MDs. Managed end-to-end pre-sales, post-sales delivery, and in-life support for.
• Created a single, global Professional Services organisation, from the disparate regional PS teams that existed through multiple acquisitions.
• Spearheaded the harmonisation of Location Professional Services (PS) team across EMEA and AMER regions, including successful recruitment of a Vice President from IBM to manage team
• Incremental new revenue of approx. £3M from introducing new products into business units over the course of 3 years.

Chester, United Kingdom

• Major Responsibilities:Accountable for end-to-end customer engagement, including pre-sales, post-sales delivery, and ongoing in-life support, and a £2M P&L. Managed team of approximately 10 employees based in EMEA.Key.
• Achieved team growth in pre-sales and post-sales to double the size of the team within 3 years.
• Increased revenue and improved margins by revamping Professional Services (PS) product line into a modular structure, leading to the revenue line doubling in size by approx. 2018
• Established a comprehensive development path for consultants by providing clear career progression opportunities for both new starters and existing team members.

Chester, United Kingdom

• Major Responsibilities:In my role, I functioned as a commercial partner to the Identity sales business, reporting directly to the Head of Professional Services. My responsibilities included supporting new business.
• Reduced consultant overhead during sales process by designing and implementing generic scoring models that enabled more complex analysis of customer results.
• Decreased processing and lead time to sale by several days and enhanced operational efficiency by automating data batching and analysis and utilising SQL.

• Led a team of data scientists, providing analytical solutions for customers and supporting the outsourcing arm of the business. Responsible for the effective development and delivery of both data analytical and contact.
• Reinvented the analytical function, building the team out from scratch, employing data scientists and enabling a more complex and comprehensive commercial offering
• Developed “Turnover” and “Fleet” predictive models
• Introduced voice analytics into the contact centre environment, Segmentation and RFV analysis to customers such as FedEx and ATS
• Nearly doubled average project revenue in the first 12 months. 80% increase YOY in analytical revenue in the first 12 months. Achieved with 75% of headcount from previous 12 months.
• Deployed predictive modelling to B2B contact centre business, resulting in increases in sales conversion of between 10% and 40% for customers such as O2 and Vodafone.