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An experienced, award winning, senior Director of Customer Experience with a successful background leading and transforming politically sensitive, regulated and complex customer environments, across social housing, housing management, infrastructure, utilities, retail (lifestyle), and manufacturing.An outstanding track record of developing and translating strategies and plans that shape services, drive value for money and transform customer experience, satisfaction and use of insight at every stage of the customer journey.An energising, culture-focused and values-led leader. Committed to creating engaged teams and colleagues, communicating a clear vision and motivating them to achieve unprecedented results. Have developed and coached team members, who today are senior leaders.An influential business advisor. Currently Advisory Board Chair at Awards International, supporting and guiding the business in terms of customer experience, commercial performance and future ambition. Accomplished communicator and cultivator of key relationships with all levels of personnel, clients, businesses, and board directors. Flair for big picture thinking, creative and driven to positively impact an organisation through the generation of new ideas and innovation.
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Executive Director - Client SuccessAmberPreston, Gb
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Director Of Client SuccessAmber Aug 2024 - PresentCardiff, Wales, United KingdomRecruited to establish, lead, and develop strategic and operational teams and services that enhance the client experience and contribute to achieving the business's mission, goals, and growth plans.My approach to delivering this involves creating and translating cutting-edge strategies, using insights to shape the client journey at every touchpoint, and driving performance improvement. Supporting all colleagues in delivering an exceptional customer experience through training, engagement, and effective communication. Giving a stronger voice to all customer groups (including clients, colleagues, customers, and communities) and fostering a client/customer-centric culture across our organisation. My approach will also include creating and nurturing opportunities with external stakeholders and validating our approach through accreditations, assessments, and awards, while managing cost center budgets.
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Independent Chair - Customer Experience Advisory BoardAwards International Jan 2023 - PresentLondon, United KingdomSupporting and guiding the business in terms of customer experience, commercial performance and future ambitions -
Board Member - Customer Experience Advisory BoardAwards International Jul 2018 - Jan 2023London, United KingdomAdvisor to Awards International on their Customer Experience strategy and practice
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Group Director Of Customer Experience & Marketing CommunicationsMears Group Plc Aug 2017 - Jul 2024United KingdomRecruited to set up, lead and develop multifaceted strategic and operational services to the Group for customer experience, insight, communications and ESG, which influence achievement of Group strategic ambitions, change and transform operational services. The team and I achieve this by creating and translating sector leading strategies - using insights and scrutiny to shape the customer journey at every touch point and transform performance - supporting all colleagues to deliver an exceptional customer experience through training, engagement and communication - ensuring we give all our customer groups (colleagues, customers, clients & communities) a bigger voice - supporting preference and a self-service culture using technology and innovation – influencing a customer obsessed culture across our business – creating & developing opportunities with external stakeholders – validating our approach through accreditations/assessments/awards – setting and controlling large budgets -
Group Director Of Customer & CommunitiesMears Group Plc Aug 2014 - Aug 2017NationalRecruited to set up, lead and develop strategic services to the Group for customer experience, insight & social value, which influence achievement of Group strategic ambitions, change and transform operational services. The team and I achieve this by creating and translating sector leading strategies - using insights and scrutiny to shape the customer journey at every touch point and transform performance - supporting all colleagues to deliver an exceptional customer experience through training, engagement and communication - ensuring we give all our customer groups (colleagues, customers, clients & communities) a bigger voice - supporting preference and a self-service culture using technology and innovation – influencing a customer obsessed culture across our business – creating & developing opportunities with external stakeholders – validating our approach through accreditations/assessments/awards – setting and controlling large budgets
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Head Of Client & Customer SuccessBalfour Beatty, Uk Gas & Water - Service Division Jan 2010 - Jul 2014Sheffield, United KingdomRecruited to lead all aspects of Customer Experience and Client Relationship Management, this board level role involved; leading a customer function (across ten UK wide contracts) including a divisional contact centre, developing and translating customer strategy into operational delivery, defining, implementing and out-performing industry performance metrics, leading and facilitating cultural change that embedded customer focused behaviours, designing and overseeing transformation through the integration of people, processes and technology disciplines, building solid, robust and pertinent communication initiatives that allowed our Customers to have a voice and ensure feedback was acted upon consistently and effectively. Managing and controlling budget for function. -
Snr Customer & Community ManagerBalfour Beatty Utility Solutions Sep 2006 - Jan 2010Warrington, United KingdomResponsible for all aspects of customer service, community engagement and communications this leadership role involved; leading a team of managers (across functions & regions), shaping and implementing service strategy, identifying, influencing and implementing operational changes to structures and processes. Managing financial controls for operational unit cost centre and outperforming against key performance indicators and measures.Main achievements;•Successfully integrated new and established business units into the customer structure•Co-created a strategic alliance with the client and formed part of the leadership team •Improved performance results – 23% reduction in customer contacts year on year•Outperformed customer satisfaction target by 28% year on year
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Senior Manager Customer OperationsAdidas Sep 2003 - Sep 2006England, United KingdomRecruited to ensure day-to-day delivery of all customer operations activity. This leadership role involved; leading customer service managers across EMEA countries, strategy development, key account management, managing a contact centre, people management, design & achievement of KPI’s, customer journey mapping and managing financial controls for operational unit cost centre. Main achievement;- Increased key account turnover by £10M per annum due to value added service initiative - musical size-runs- Aligned Holland & Belgium business and customer processes /systems to UK -
Customer Service ManagerReebok Dec 2000 - Sep 2003England, United KingdomRecruited to ensure day-to-day delivery of all customer operations activity. This leadership role involved; leading Customer Service Managers, resource planning, recruitment, people management, achievement of KPI’s, process improvement and managing financial controls for operational unit cost centre.Main achievement;- Played pivotal role in integration of two large blue-chip operations- Successfully developed & implemented customer complaints management system, reducing average number of days to resolve from 12 to 2 -
Planning & Reporting Team ManagerReebok Jul 1997 - Dec 2000Lancaster, United KingdomResponsible for; managing a team of Analysts and developing and publishing all Customer Operations performance reports.
Gary Jackson Skills
Gary Jackson Education Details
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Business Management -
Business Studies
Frequently Asked Questions about Gary Jackson
What company does Gary Jackson work for?
Gary Jackson works for Amber
What is Gary Jackson's role at the current company?
Gary Jackson's current role is Executive Director - Client Success.
What is Gary Jackson's email address?
Gary Jackson's email address is gl****@****bal.net
What is Gary Jackson's direct phone number?
Gary Jackson's direct phone number is +163022*****
What schools did Gary Jackson attend?
Gary Jackson attended Loughborough University, Lancaster University.
What are some of Gary Jackson's interests?
Gary Jackson has interest in Exercise, Nascar, Home Improvement, Reading, Sports, Health, Cooking, Electronics, Outdoors, Education.
What skills is Gary Jackson known for?
Gary Jackson has skills like Competitive Analysis, Software Development, Marketing, Product Management, Vendor Management, Program Management, Project Management, Salesforce.com, Business Development, Cross Functional Team Leadership, Business Analysis, Saas.
Who are Gary Jackson's colleagues?
Gary Jackson's colleagues are Peter Robinson, Jack Pierce, Sophia J Miller, Steve Glew, Jennifer B., Rana Rana, Christopher Laws Arla Irpm.
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Gary Jackson
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