Gary Jackson Email & Phone Number

Preston, Gb

Cardiff, Wales, United Kingdom

Recruited 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.

London, United Kingdom

Supporting and guiding the business in terms of customer experience, commercial performance and future ambitions

London, United Kingdom

Advisor to Awards International on their Customer Experience strategy and practice

United Kingdom

Recruited 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

National

Recruited 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

Sheffield, United Kingdom

Recruited 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.

Warrington, United Kingdom

Responsible 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

England, United Kingdom

Recruited 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

England, United Kingdom

Recruited 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

Lancaster, United Kingdom

Responsible for; managing a team of Analysts and developing and publishing all Customer Operations performance reports.

Post Graduate Diploma, Business Management

Bsc (Hons), Business Studies