Andy Glover

Andy Glover Email and Phone Number

Senior Leader I Voice of the Customer I Transformational Change I Audience & Brand Builder @ Twinkl Educational Publishing
south yorkshire, rotherham, united kingdom
Andy Glover's Location
Fleet, England, United Kingdom, United Kingdom
About Andy Glover

I’m a customer focused, emotionally intelligent leader, experienced in delivering transformational and cultural change. My career covers customer experience, customer service, customer insight, digital transformation, marketing, branding, strategy, communications and training.Today I have four main components to my career: ▶︎ Teamship. My leadership style embodies empowerment, coaching, creativity and a belief and trust in people. When you create the right environment the team deliver and grow. For customer service this is the flexibility and empowerment to be kind and fair, in creative environments it's a safe place to have ideas and be brave, it's suppliers who are partners.▶︎ Driving change through customer insight. Delivering best in sector NPS across two different sectors; Vodafone Retail and Places Leisure. Managing and introducing Voice of the Customer Programmes, aligned to a customer centric mindset has enabled me to improve countless customer experiences, both digital and physical, introduce new technology and change policies and procedures.▶︎ Customer Service. I’ve managed and led three different Customer Service teams in my career, spanning different sectors and disciplines, retail stores, call centres, client success in a B2B environment, and Head Office Customer Service covering customer escalations, data control, CEO complaints, site support and outsourcing. This includes setting up a Customer Service team from scratch at Places Leisure, with responsibility for the service ethos and systems across 100 centres.▶︎ Building and Engaging with Audiences. My career has been spent working in, and in close conjunction with marketing teams, for a global brand, a bespoke supplier and leading 20 strong teams. I've grown audiences; conducting a 30,000-response customer survey during lockdown, building an internal comms audience of 3,500 colleagues from a 6,500 workforce, doubling a LinkedIn audience from 3,000 to 6,000 through content alone and led a marcomms and service team managing a 100-centre estate, creating central and local content across a brand new CRM system, 180 social media accounts with 300,000 followers alongside all B2C and B2B channels.Specialties & skills: Senior Leader I Customer Centric I Customer Insight I Digital Transformation I B2B and B2C Marcomms I Transformational Change I Creativity & Brand I Customer Service I Omni-channel

Andy Glover's Current Company Details
Twinkl Educational Publishing

Twinkl Educational Publishing

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Senior Leader I Voice of the Customer I Transformational Change I Audience & Brand Builder
south yorkshire, rotherham, united kingdom
Website:
twinkl.co.uk
Employees:
464
Andy Glover Work Experience Details
  • Twinkl Educational Publishing
    Head Of Customer Experience
    Twinkl Educational Publishing Jun 2024 - Present
    Twinkl is a global educational publisher and solution provider, used extensively by educators and parents across the UK and America, as well as in over 190 countries and territories around the world.A member of the Senior Leadership Team, leading and strategy creation across three teams.TwinklCares - our global 24/7 Customer Service teamCustomer Experience - insight, journey mapping, localisation and personalisationCustomer Delight - the team behind Community Collection and Customer Delight - delivering random acts of kindness and more to our global customer base.
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  • Fusion Lifestyle
    Head Of Marketing & Communications
    Fusion Lifestyle Feb 2023 - Jun 2024
    Dartford, England, United Kingdom
    Fusion Lifestyle is a charity dedicated to getting the nation active, working in partnership with local authorities. The Fusion estate is a 40 strong estate, the majority are leisure centres and also includes six iconic, heritage venues, including Newcastle City Baths, Brockwell Lido and Cleveland Pools.MarketingLaunched 10 days for £10 Spring Campaign, 'Get Back' September Campaign & Great Value Priceless Results Jan campaign.Launched Gym Rebels, a rebrand and redesigned customer journey for the junior gym offering for 10 to 15 year olds.Branding & ValuesIntroduced the calendar of kindness - to emphasise our charity status to our existing customers, clients and a wider audience. This included:'Thank you postcards' - all Lido teams received a pack of postcards to give to their customers, one from the team to the customer and one for the customer to send to a friend. The first 6,000 visitors for summer season received one.Father Figures, a nationwide competition to reward 20 Fathers nationally (nominated by customers) an annual membership for 'me time' or family time. Launched Community Champions (Sep 2023), where communities could nominate those individuals who make a difference in their community.#12DaysOfGiftmas - Dec 2023, teams were empowered to surprise and delight customers.Digital transformationImproved app user experience across Fusion Lifestyle and Active Life mobile apps. Simplifying user experience whilst adding new features.Conducted RFP for new website supplier, merging 3 websites into one, and improving all core user journeys.Introduced virtual tours.External communicationsLead on all proactive and reactive communications, including a comprehensive local press reach.Curator and writer for all client newsletters, producing one per client (local authority partner), 3 times a year.Writer and collator of UKActive award submissions.Internal communicationsProducer of 4 General Manager conferences, virtual and face to face.
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  • Places Leisure
    Head Of Customer Experience & Marketing
    Places Leisure Oct 2021 - Dec 2022
    Camberley, England, United Kingdom
    Places Leisure are a social enterprise with a £150m turnover, building and managing 100 leisure centres in partnership with 30 local authority partners. Centres welcome over 50 million visitors per year, supported by 6,500 colleagues. Part of Places for People; the UK’s leading Social Enterprise.Marketing, Customer Experience and Comms lead on Senior Leadership team, leading a team of 20, a budget of £2 million, covering all B2C, B2B, internal audiences and channels. The team comprised, Digital, Brand, Copywriting, In house design, PR, Crisis Management, Internal Communications and Customer Service and all agency relationships across these areas, and a mini team of 6 that were a bespoke 'marketing agency' service for our 100 centres.Achieved sector leading Net Promoter Score in three successive independent (Moving Communities) national benchmarking exercises.Digital transformation Delivered a web roadmap to transform user experience for 12 million visitors;-Designing new join journey-Designing new swim enrol journey-Improving find-a-centre functionality-Adding Virtual tours-Improving Accessibility; adding AccessAble accessibility guides, icons and AA accreditation-Adding What3words to location-Introducing video content.- Improved SEO and introduced web health check, Places Leisure website ranks #1 against 7 competitors, (last prior to taking over Marketing team).-Introduced Yext, one source of the truth for presenting customer information across all digital platforms.Pivoted marketing team from ‘offers’ to ‘value & creative campaigns’ with measurable results and ROI. Includes storytelling through use of User Generated Content, 'Mini-Critics', '12 days of giveaways' and 'Joggers Journey'Team opened two new £20m+ leisure centres, launched a new CRM system (Marketing Cloud by Salesforce), delivered campaigns, promotions, all PR and crisis management, whilst managing central and local content for 180 social media accounts with 300,000 followers.
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  • Places Leisure
    Head Of Customer Experience
    Places Leisure Jan 2015 - Oct 2021
    Camberley, England, United Kingdom
    Customer Experience and Communications lead on Senior Leadership teamProcured, launched and managed all customer listening; survey, reviews, social media, frontline feedback, on-site/web feedback and mystery shopping. This included two lockdown research projects delivering insight on activity levels, and propensity to return, with 30,000 and 20,000 responses.Designed ‘Placemaking’ classroom and e-learning modules, including outstanding sales and customer service for over 1,000 team members.Set-up and led central customer service team responsible for all phone, email and social media complaints, CEO support function, and frontline team support.Built and engaged with audiences:- Revitalized Places Leisure LinkedIn account, doubling followers (3,000 to 6,500) - Delivered Partner Newsletter, a quarterly e-newsletter for our 30+ local authority partners.- Bespoke customer insight, including a ‘re-opening survey’, which received 30,000 responses from just Places Leisure customers, as we prepared to re-open our centres after Covid-19 lockdown.- Launched Places Connect; an internal comms platform, building to 3,500 ‘engaged’ users, despite challenges of multi-site, multi-shift, digitally remote workforce of 6,500.
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  • Immedia Broadcasting
    Senior Account Manager
    Immedia Broadcasting 2012 - 2015
    Newbury, England, United Kingdom
    Immedia are a boutique audio visual supplier, specialising in live in store radio, streaming and in-store visual marketing.Account manager for Superdrug, Lloyds TSB, Top Shop Top Man, Subway and BT Openreach. Managed the roll-out and installations for clients and handover to the client service team which I managed.
  • Vodafone
    Customer Experience - Project Manager
    Vodafone 2011 - 2012
    Newbury, England, United Kingdom
    Project Manager within a team delivering a £30m transformation of the Pay As You Go portfolio. Managed a technology project across multiple internal teams to ensure retail systems allowed new products and services to be applied to SIM card and handsets in real time. Successfully integrated a number of complex legacy systems into one Epos front end. Project manager to review Vodafone’s IVR (c.11m customer transactions per month). Reviewed the platform, journey walkthroughs, defined and introduced Management Information and competitor benchmarking (telecoms and non-telecoms). Managed production of multi-channel marketing guide designed to inform customers of PAYG portfolio. Results included: Retail systems created £2.2m additional revenue per month from new and upgrading customers. Significant improvements in product take up delivered (value products from 26% to 60%, loyalty products from 17% to 65%). Contributed to 7% rise in Vodafone Net Promoter Score for PAYG.
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  • Vodafone
    Customer Development Manager
    Vodafone 2007 - 2011
    Newbury, England, United Kingdom
    Supplier Management: managed a £750k customer experience budget covering suppliers of Mystery Shop and Real-time surveys. Deployed first NPS measure into retail stores and subsequently project managed the move of all retail real time measures into centralised Customer View project to realise significant cost savings. As a Project Manager I managed a cross functional project to deploy live demonstration devices to 400 stores and 3 national call centres. Product demonstrations increased (55%), significantly increasing sales and reducing returns (20% to 12%). Customer Improvement Retail representative on the company-wide Voice of the Customer forum. Advisor to Vodafone international Operating Companies on Customer best practice. Results included:Increased retail NPS score from 19% to 48% (target 40%). Decreased calls from stores to contact centres by 10% (target 5%). Removed 200 customer complaints a month from retail business and increased customer on-line registration from 20% to 85%, driving effortless experiences whilst reducing costs in retail and call centres.
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  • Vodafone
    Analyst Retail Operations
    Vodafone 2006 - 2007
    Newbury, England, United Kingdom
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  • Vodafone
    Retail Store Manager
    Vodafone 2001 - 2006
    Guildford, England, United Kingdom
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  • Lec Refrigeration Limited
    Market Analyst
    Lec Refrigeration Limited 1997 - 2000
    Bognor Regis, England, United Kingdom
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Andy Glover Education Details

Frequently Asked Questions about Andy Glover

What company does Andy Glover work for?

Andy Glover works for Twinkl Educational Publishing

What is Andy Glover's role at the current company?

Andy Glover's current role is Senior Leader I Voice of the Customer I Transformational Change I Audience & Brand Builder.

What schools did Andy Glover attend?

Andy Glover attended Aston University.

Who are Andy Glover's colleagues?

Andy Glover's colleagues are John Lowe, Sara Fabbri, Taiwo Bali, Alex Parker, Yuliya Usava, Danielle Wilbraham, Lydia Petty.

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