Ian Yates Email & Phone Number

Kent, England, United Kingdom

Supporting social housing clients through digital and customer transformations, re-orientating to put the customer at the heart of everything.

Leading high profile Waitrose supply chain project with global team through the onset of Covid-19. Delivered successfully ahead of budget to a high quality standard.

Working with Marketing Director and senior leadership team, led programme of change to reset and reposition marketing strategy responding to changing consumer behaviours and shift to a primarily audience-led and digital capability, underpinned by matrix working and increased investment in staff development and well-being. ● Delivered efficiency improvements, enhanced collaborative working with internal teams and agencies. Enabled step change in overall morale of the team. ● Led ‘Go out and Get Customers’ a strategic imperative focused on growing and deepening customer relationships via social Influencing and local marketing. #WeArePartners winning the 2019 Marketing Society Brave award.

Interim role leading Group-wide projects on behalf of senior finance and CSR leadership team. Projects including: IFRS 16, successfully delivered ahead of HMRC deadline; Cash Management, streamlining operation and reducing run costs in response to declining consumer use of cash; Community Giving, reviewing E2E approach to community giving and staff engagement levels

Led IT Business Engagement with Retail Shops, Buying and Brand and Commercial Finance, supporting growth and deepening the role of IT through effective business partnering, increasing overall IT investment from circa £30m p.a to £100m+ in 3 years. ● Established a new operating model in JL shops to enable new propositions, increased customer intimacy and improved commercial gearing, resulting in all shops operating with a higher ratio of customer facing Partners. ● Delivered a number of new innovations and enhanced brand propositions leading to significant bottom-line sales, margin and profit benefits. ● Led IT shaping for Asia global sourcing office focused on margin improvement, strengthening ethical sourcing, enabling supplier rationalisation and delivering step change in product quality management.

● Provided thought leadership on Customer Strategy/CRM IT agenda on behalf of CIO. Key player in launch of JL Loyalty programme MyJL. Led Salesforce.com engagement running SaaS Proof of Concept for Waitrose click and collect, now a major and successful element of the JL&P customer proposition.● Led troubleshooting exercise to recover replatforming project focused on delivering multi-channel ordering capability, underpinning shops, online and B2B. Concluded that the project should close and completed closure exercise in 4 weeks, exiting 140 project staff, managing commercial impact, 3rd party relationships and internal redeployment effectively.

London, United Kingdom

Led programme to design, develop and deliver a new Target Operating Model for IT across JLP, building the foundation for a federated IT model with shared services and resetting balance between Partners and 3rd parties, striking an optimal balance between differentiated and commoditised services.