Relationship management of customer accounts to drive revenues.

• Responsible for strategy, delivery, operational management and growth of William Hill’s gaming machine business with an annual gross win in excess of £50 million. • Support and managing over 1200 people across 220 retail stores through a team of 5 Area managers.• Operational delivery, development and review of William Hill’s Retail Gaming Strategy on a regional basis. • Implementation, roll out and delivery of new gaming products and innovations across the region • Ensuring outstanding customer experience and entertainment is delivered by shops at all times, identifying and utilising customer feedback to drive commercial success and business growth.• Delivering ongoing training, coaching and development of Operations team on machine standards and best practice, ensuring compliance to all necessary licensing requirements at all times.• Review gaming performance with management teams to ensure we are delivering the best product and service to our customers.• Analysing P&L, utilising business insight, customer analytics and market knowledge to identify and action new opportunities for brand development and commercial growth within each retail unit.• Management of machine supplier network within region, working collaboratively to ensure strong business partnerships.• Maximising profitability of the gaming product by working closely with suppliers.• Identifying areas for business improvements.

• Support, develop and manage franchise network covering 4.5million households.• Contribute to the development of the business strategy.• Prepare and conduct monthly health check meetings to ensure the 25 individual franchise businesses are adhering to required Service level agreements.• Manage conflict and take action with underperforming franchisees.• Conduct reviews and recommendations for business development plans.• Ensure seamless day to day management of 25 PAYE engineers and 50 internal staff.• Recruit and relationship manage a network of 250 sub contract engineers.• Control costs without compromising quality and service standards.

• Held full P&L and budgetary responsibility across 70 Adult Gaming Centres (AGCs), encompassing 350+ employees.• Provide leadership, development and performance management for 5 Area Manager.• Maximised business opportunities within each AGC.• Managed and launched all new units/projects across the south of the UK.• Develop and deliver engagement plans to develop and optimise the output of all colleagues.• Organise mystery shopper visits to monitor and seek continuous improvement and exceeding customer expectations.• Ensure that all activity within Region complies with requirements of The Gambling Commission.