Faye Thomas Email & Phone Number

United Kingdom

Lead operational and organisational excellence with harmonised and integrated end to end processes. Lead the direction of the Global L2O processes. Working through project lifecycle including the definition, design and implementation of the E2E processes. Including policies, procedures, work instructions and process flow maps. Supporting seamless integration between ERP and supporting systems/solutions. Leading change management, develop KPI's to enable a strategic understanding of process performance.

United Kingdom

Key Responsibilities:Develop trusted relationships with a portfolio of major clients to ensure they do not turn to competition.Acquire a thorough understanding of key customer needs and requirement. Expand the relationships with existing customers by continuously proposing solutions that meet their objectives. Ensure the correct products and services are delivered to customers in a timely manner. Serve as the link of communication between key customers and internal teams. Resolve any issues and problems faced by customers and deal with complaints to maintain trust. Play an integral part in generating new sales that will turn into long-lasting relationships. Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.

My experience has taken me through successful global business transformation deployments in Italy, The Netherlands and France. I have worked directly with the Management Board both global and local. Local business users, Customers and Consultancy Partners.Responsible for developing and managing a clear implementation roadmap and completion for Sales and Distribution initiatives, ensuring key topics such as data management, CRM and order management are integrated into the business processes and systems. Mitigating risk and ensuring compliance to Country specific legal and regulatory requirements.Applying insights to develop harmonised, efficient, effective, and innovative end-to-end business processes relating to Sales and Distribution across the Group. Analysing and implementing best in class standard working practices. Defining scope and where technology can be deployed. Enablement of intelligent systems including a single ERP platform (S/4 Hana), MS Dynamics CRM together with local Customer facing portals and web shops. Bringing together strategy, design technology and data. Building a core template to support the Customer and business needs. Actively implementing business benefit realisation plans. Conducting impact assessments on people, process, organisation, and system changes. Solving issues and managing scope, understanding cross work-stream integrations and dependencies. Managing business transformation and training with a global mindset and strong international operational experience.

Responsible for managing all Heatrae Sadia's Customer facing teams managing and maintaining SLA’s and KPI’s. Closure and relocation of Sales Order Processing for Elson Water Heating (South Shields) to Heatrae Sadia Heating (Norwich). Decentralisation of Sales Order Processing from Head Office (Warwick) to Heatrae Sadia Heating (Norwich). Project management of Sales and Service workstream for new ERP Software Solution (M3) for BDR Group, working across the BDR Group with business units from Italy, Germany, and The Netherlands. Project management of new Avaya Index and Contact Centre Telephone Solution. Implementation of new 3rd Party Logistics Solution for Baxi UK. Decentralisation of After Sales Technical and Service support for Commercial Water Heating in partnership with 3rd party service provider. Responsible for Managing the performance and development of the Specification/Contract support team, Sales Order Processing team and Aftersales Technical and Service team.

Responsible for managing the performance and development of the Customer facing teams, to strive to offer a high level of customer support. Ensuring the team were enthusiastic and confident in service and support, conducting regular personal development reviews, training, and supervision. Monitoring the team’s output, customer enquiries and ensuring queries were resolved effectively and in an acceptable timeline. Enhancing customer satisfaction by creating a customer-focused environment that was open to feedback. Managing and maintaining profit margin, building pricing schemes and offering contract specific for Regional and National Developers and Contractors. Working closely with customers and colleagues identifying new opportunities.

Responsible for supervising the Specification/Contract support team. Ensuring the team offer and maintain a high level of customer support and care. Liaising with customers and colleagues in other areas of the business ensuring the team are equipped with up-to-date product information and specification advice to enable them to communicate to new customers confidently and effectively. Ensuring contract support claims are processed and any queries resolved in an acceptable and agreeable timeline.

Responsible for taking both inbound and outbound calls advising public, merchants and contractors on the most suitable product and technical specification for the application. Duties included processing Merchant & Contractor rebate claims, together with compiling and issuing quotations and contract claim backs. Working close and offering administration assistance to the outside area Sales Managers Assisting as a member of a busy sales office team, dedicating support to two allocated area managers. Dealing through a dedicated nation-wide network of dealers, processing dealer orders through a structured price list, warranty, and credit claims for damaged or failed equipment and if required the arrangement of collecting damaged or unwanted equipment. Dealing with the public, helping both before and after sales over the telephone and in person at exhibitions.

Working within the Sales office team. Main responsibilities including the inputting and processing of customer orders both UK and export. The preparation and typing of customer quotations. Dealing with customer's technical queries and enquiries both before and after sales.

Working within the Administration department. Responsibility being the completion of a four-weekly payroll. Duties included the processing of purchase invoices and orders, supplier queries, the preparation of period end reserves for head office. Assisting the shift managers/supervisors with both general typing and preparing and maintaining spreadsheets and weekly timesheets.

Education record

Education record

Education record