Customer Experience Consultancy focused on helping our clients take an organisation wide and partner approach to create and deliver the strategy for differentiated end to end customer experience that creates competitive advantage, turns customers into advocates and fans, builds loyalty and profitable growthwww.webstermanagement.co.uk

Led Customer Experience activity across six Telefónica Europe businesses (UK, ES, DE, IE, CZ & SK)Improved Customer Experience / customer satisfaction and demonstrated that improved customer experience increased revenue from existing and new customers, reduced churn and increased customer lifetime valueCreated and led a Board change programme “Turning Customers into Fans” across Telefónica globally (across separate fixed and mobile businesses in 21 countries with over 265m… Show more Led Customer Experience activity across six Telefónica Europe businesses (UK, ES, DE, IE, CZ & SK)Improved Customer Experience / customer satisfaction and demonstrated that improved customer experience increased revenue from existing and new customers, reduced churn and increased customer lifetime valueCreated and led a Board change programme “Turning Customers into Fans” across Telefónica globally (across separate fixed and mobile businesses in 21 countries with over 265m customers) and made it a strategic priority for the businessDeveloped a comprehensive best practice Customer Experience strategy framework that was used in business planning and successfully recommended to CEO’s key improvement actions. Provided consultancy and training on framework topics to Operational Businesses across the GroupLed a global Customer Experience centre of excellenceSupported the Board whilst producing and presenting insightful reports on performance and other Customer Experience topics that informed, educated and promoted debateRepresented Telefónica Europe on the Telefónica S.A Board sub-committee for Quality & Customer ServiceLed the development of the Telefónica Europe Social Media strategy Initiated and led the incorporation of Customer Experience into Telefónica Corporate University courses, with significant personal participation in the design of courses and as a key visiting presenter Show less

Recommended and integrated under the O2 brand, the Czech fixed and mobile businesses Telefónica acquiredAdvised on wholesale mobile strategy in Spain, Mexico and Chile

Introduced a common methodology for customer experience metrics, reset targets and action plans across the O2 Group and refocused the “basics” of the business and customer centricityDeveloped UK wholesale strategy: led negotiations creating, structuring and announcing the Tesco Mobile JVAdvised on wholesale mobile strategy in Germany & IrelandEvaluated new business opportunities, acquisitions and shareholding disposal in “The Link” and “Airwave” Spectrum Strategy… Show more Introduced a common methodology for customer experience metrics, reset targets and action plans across the O2 Group and refocused the “basics” of the business and customer centricityDeveloped UK wholesale strategy: led negotiations creating, structuring and announcing the Tesco Mobile JVAdvised on wholesale mobile strategy in Germany & IrelandEvaluated new business opportunities, acquisitions and shareholding disposal in “The Link” and “Airwave” Spectrum Strategy developed including review of 2G refarming costs / benefitsLed a cross Operating Business project to better understand financial consequences and developed contingency plans for a “Voiceworld” market scenario where voice prices reduced by 50% Show less

Various Job Roles : Vice-President, Business Development, BT Wireless; Head of Americas, Group Mobility; Head of Business Planning, Group Strategy & Development; Head of Group Market, Portfolio & Pricing Planning; General Manager/ MD, BT Connections in Business; General Manager, Business Operations, BT Connections in Business; General Manager, Telemarketing Services, BT Connections in Business; General Manager – BT Network Services Marketing

Recruited, managed and developed a new sales and marketing organisation (21 staff). Formulated and managed business strategies, sales and marketing plans for: telex, teletex, word processing and voice/data terminals.

Developed and managed the marketing and business plans, forecasts, budgets, all aspects of the marketing mix and the launch of a new telex terminal, which achieved sales and orders in hand of £50m, one year after first shipment.

Profitably managed and developed the UK Air Courier business, including operating the main hub centre of the world-wide network. Managed the UK operation through 34 staff. Turnover increased 40% to £1.7m, profits doubled.

Turnover doubled to £1.4m and profits trebled. Installed based grew by 80%. Region comprised 8 branches with 200 personnel, including sales and operational staff providing paging, mobile radio, telephone answering and medical deputising services.