Responsible for the operational account management and subsequent performance of our Customer Contact Centre. Ensuring the contact centre operation delivers to agreed performance metrics and targets; and committed to delivering an outstanding customer contact experience through a variety of channels which include; incoming and outgoing telephony, live chat and social media.

Shaping the end–to-end customer experience for Nectar’s 19m customers creating a frictionless online and offline experience. Identifying customer profiles and mapping customer journeys to highlight any gaps in the customer experience across all touchpoints, interactions, transactions, and engagements.Liaising with internal stakeholders from UX design, legal & DPO, developers, marketing, planning strategy, product managers, customer services and client services to plug any gaps and future opportunities in current journeys. Primary contact for end-to-end customer experience when onboarding new clients to the Nectar programme. Liaising with Client UX and product teams to build a seamless experience for our customers with new products and services.Influencing up stream changes in process; product; marketing and communications to reduce customer contacts into the customer support teams and increasing online self-serve options. Liaising with customer support operations and change teams to successfully plan and manage new partner launches.Collect, track, and analyse customer feedback and suggest improvements internally based on the insights gathered. Maintaining customer satisfaction targets and delivering on the plan and strategy.

Lead a team of service delivery managers across all Sainsbury’s Group brands such as Argos, Habitat, Sainsbury’s, and Argos for Business and Nectar to optimise operational efficiency and reduce additional cost factors. Steered pipeline of change activity across six contacts centres to improve day-today operations of Sainsbury’s. Acted as a central point of control for all brands while ensuring brand strategy execution within budget constraints. Delivered seamless customer experience and frictionless journeys both online and within the contact centres through effective management of change programmes. Fostered professional relations with internal stakeholders, including IT, product, marketing, finance, distribution centres, and central retail professionals with a purpose of seamless service delivery.

Devised and executed customer service strategy to provide consistent experience to 19M+ customers as per business goals. Developed and maintained networks with client base, leveraging opportunities and mitigating risks to deliver customer services against key performance targets. Designed contact centre and BPO strategy along with IT and telephony infrastructure. Moreover, delivered training to team members and business partners to gain strategic goals. Maintained customer focused and highly responsive team to maximise client exceptions and satisfaction levels.

Led customer service strategy across the EMEA and Middle East region as per business goals and strategic delivery. Contributed to development and implementation of agreed business growth strategy across the UK, Italy, Dubai, and India. Delivered standardised KPI’s and exceptional customer service by managing a team of operation managers in region. Administered a change delivery plan across the regions linking in with various business unit leaders in sales and account management, global sales operations, business intelligence, marketing, product management, technology and finance.

I managed the relationship of our outsourced suppliers delivering multi-channel customer services for the Nectar programme. Responsible for the relationship management of all Contact Centre solutions including telephony and CRM procurement and contract management. Delivered transformational change to ensure that the Operation consistently delivered a great customer experience, ensuring that “service” was a key differentiator for Nectar customers. Accountable for exemplar performance of key goals, putting the Customer at the heart of Nectar service.

Development of internal and external relationships between suppliers and clients to provide a seamless customer service delivery as part of the Nectar programme growth. Responsible for a team of Product Specialists to deliver communication channels internally and externally with partners. Liaising with key stakeholders within the business including IT; Product; Key Account team; Marketing and Operations

Operations Manager within the Contact Centre responsible for budgets; recruitment; training and implementation of company initiatives includng the re-launch of the Abc loyalty points scheme, online shopping launch and other projects.