Trustee (Chair) of Samaritans Ireland. Member of the Board of Trustees of Samaritans (UK&I) - federated organisation with 201 branches and 20,000 volunteers across UK & Ireland.Samaritans work together to make sure fewer people die by suicide. Every six seconds we respond to a call for help. No judgement, no pressure. We're here for anyone who needs someone.

Senior leader with commercial and customer responsibilities:- Lead Expressway P&L, Ireland's largest commercial coach operator- Business development and regional market development- Corporate communications and external reputation

Led creation and growth of new organisation focused on retention and upsell for new customers globally: - Launched Sales and Customer Experience programs to grow spend and retention for new longtail customers. Led rollout of two vendor based long tail customer service programs to 200 vendors across all global markets within 12 months.- Delivered performance turnaround of program to onboard and upsell highest value new customers. Designed new organsiation and team structures, introduced new tools and sales processes, redesigned compensation plan and ways of working. - Led strategy and detailed business planning for Customer Onboarding. Led global team of programme managers. Redesigned customer journey. Designed and delivered technology/capability roadmap to support growth.

Managed customer experience for 200k+ Google AdWords UK & Ireland Small and Medium Enterprises:- Led employee team in Dublin, coordinated 24/7 service across vendors and Googlers in USA, India, Dublin.- Delivered operational results (customer satisfaction, resolution time, revenue programmes) across phone, email and chat channels.

Responsible for 2m Vodafone Ireland customers. Delivered €70m contribution margin annually'Responsible for customer retention targets in six segments - #1 for results internationally: - Delivered customer offers for ongoing customer experience and retention/ re-contracting campaigns (up to 90% of retention volumes in key segments), new product launches and targeted competitor campaigns.- Managed 700k customers on Cherry Points loyalty programme. Grew retention (+20pp) and satisfaction (Net Promoter Score 2x non-Cherry Points customers), delivered new propositions to market.- Managed real-time contextual marketing system for pay as you go segment, delivering 4m customer contacts a month, revenue uplift and new propositions. Tailored offers and propositions to customer needs.Delivered sales and acquisition targets (up to 60% of total company sales in key segments):- Planned and managed campaign capacity for three sales and services channels with over 300 FTE.- Managed customer value through in-life tariff migrations and up-sell. - Managed all underlying operations: opex/capex, systems/vendor management, reporting, analytics.Demonstrated leadership of team of 27 professionals, cross-functional and international initiatives:- Managed complex cross-functional relationships. Shared ownership of areas including Net Promoter Score (NPS), retention and sales targets, proposition development and forecasting. - Responsible for data protection and privacy across all customer contacts. - Created and led Employee Engagement turnaround for Consumer Business Unit.

Responsible for 3 teams - strategy and planning in Consumer business unit (€700m revenue), roaming business and customer insight across both Consumer and Enterprise business unit (€300m revenue). Hired to set up and lead new Consumer strategy and planning function:-Developed three year vision and strategy for Vodafone Ireland working directly with CEO and CFO. -Delivered robust Consumer Business Unit strategic process, from strategy to KPIs and managing execution.-Implemented robust new planning and prioritisation processes for Consumer business unit including, capex, budgeting cycle and channel performance management (new channel target-setting and review process).Managed customer insight for both Consumer and Enterprise:-Delivered action-oriented insight including Brand and NPS performance trackers. Suggested action plans.-Led ad hoc research to inform proposition development (e.g. integrating customer perspective in product launches), understand marketing campaign effectiveness for Vodaofne and competitors.Responsible for €70m of Consumer & Enterprise roaming revenue: - Led proposition design, balancing Group road map with Vodafone Ireland commercial priorities. - Ensured smooth delivery of roaming operations (billing systems, inter-operator agreements, etc).

Solved critical business issues across multiple geographies and industries. Led projects and teams from 2006.Projects included:- Drove creation of new Irish retail banking joint venture that operated in 1,000 retail outlets. Sized market opportunity, defined JV structure and proposal process. Developed channel, product and pricing proposition.- Produced strategy for European post office network in crisis. Sized profit shortfall of ~€65m vs. strategic plan. Identified income and cost options to close gap, and sustainable long term strategy. - Led development of transformation plan for 2,200 branches of a large U.K. bank .Lean diagnostic of in-branch processes identified savings equivalent to 15% of staff costs. Developed rollout plans for 2,200 branches. - Identified sustainable cost savings of over 30% for corporate centre of large Australian retailer. -- Redesigned processes to reduce cost with minimal employee/customer impact. Led change management plan.- Developed a growth strategy for a European hotel brand. Portfolio growth and step out options. - Shaped pricing strategy for a U.K. retailer, increased profitability and maintained customer value perception.

An Irish software company specialising in security systems.- Designed and developed high-quality intranet security software to meet tight deadlines and decided on future product direction.- Implemented new quality testing system to improve product quality.

An Irish e-commerce software company.- Project managed company’s most critical project to deliver custom e-commerce security project for an international bank involving five teams in two countries.- Designed and developed electronic payments software for merchants and acquirers.