Business Relationship Manager at Exec Insights CoachingExecutive Insight Coaching is a leading Consultancy, Leadership Development and Retreats Company. Working alongside leaders who know they have much more to bring into the world and need some guidance and inspiration to get there. We work with clients to develop in depth programs that in essence provide practical tools and is tailored to them as leaders to gain clarity and inspiration to lead their teams.

NSU Media – Associate (July 2013 to July 2022) nsu media is an employee engagement and communication agency, that works with clients to deliver solutions that help engage, develop and inspire employees for some of the most well- known brands around the world. Long term clients include Marks and Spencer, KFC, HSBC, Yorkshire Building Society, Liverpool Football Club and the National Health Service. Key Areas of focus include:♣ Accountable for leading on the ground support, building… Show more NSU Media – Associate (July 2013 to July 2022) nsu media is an employee engagement and communication agency, that works with clients to deliver solutions that help engage, develop and inspire employees for some of the most well- known brands around the world. Long term clients include Marks and Spencer, KFC, HSBC, Yorkshire Building Society, Liverpool Football Club and the National Health Service. Key Areas of focus include:♣ Accountable for leading on the ground support, building relationships and maintaining contact with clients and their teams of front-line managers.♣ Defining, leading and enabling the front-line managers to learn how they can influence and have an impact with their team and customers.♣ Aligning best practise and team engagement across enterprises.♣ Encouraging teams to use the mobile learning portals and content and providing continuous improvement feedback to ensure best practice. Show less

Member of the Senior Leadership team, which role modelled M&S Core Values, putting the customer and People at the heart of everything. Broad remit of responsibility, including, the implementation of Customer Service and Experience Planning on all new products and services. Took a proactive approach to measurement, analysis and insight on customer experience and satisfaction, and led the embedding of customer experience across the organisation, to drive internal communication around the… Show more Member of the Senior Leadership team, which role modelled M&S Core Values, putting the customer and People at the heart of everything. Broad remit of responsibility, including, the implementation of Customer Service and Experience Planning on all new products and services. Took a proactive approach to measurement, analysis and insight on customer experience and satisfaction, and led the embedding of customer experience across the organisation, to drive internal communication around the customer. Established Governance processes to identify root cause of customer issues and work with relevant Business Unit’s to build an effective long-term solution. I led the management and implementation of the M&S store colleague recognition programme, and worked across the organisation to ensure strong internal relationships were maintained, for example, Head of Regions, Store Managers and Head of Retail Operations Show less

Responsible for engaging, influencing and building relationships between head office business units and the Customer Service Centre. Robust management of data to drive key changes e.g. refund policy, improvements to the after sales service for technology sales. Ensuring the voice of the customer was targeted to the relevant areas to drive service improvement.

Defined and lead the service delivery for customer contacts within the Chairman, CEO and Executive Board Team. Coached and developed the team to be responsible for any brand recovery that was needed whilst managing overall costs, representing the brand values and supporting business events such as the AGM.

Lead and implemented across 24 stores the strategic plan and company vision. Increasing sales, profitability, market share and overall performance of the North-West region. Circa £45M. Resourcing and streamline of stores, identifying under performers and store closures whilst increasing customer satisfaction scores.