James Rae Email & Phone Number

Stroud, England, United Kingdom

London, United Kingdom

Freelance strategy and transformation management consultancyAssociate with Ember Services management consultancyCurrently leading the shaping the growth strategy and go to market for a business process outsourcing provider for customer services.

London, United Kingdom

Reported to CEO on special projects from CDD, merger intergration, to new digital propostion developmentsLed commercial and new business development programmes targeting investment banks management consultancies and technology sectors.Included market strategy and opportunity validation, new or improved customer value propositions, brand/service extension, pricing management, and service delivery design.

London, United Kingdom

•Coached CxOs of digital travel company develop the 3yrs growth strategy, operational improvement & execution plan•Identified the necessary operational and organisational improvements of the commercial operations of an Interserve division to meet the budgeted targets for next 3yrs

London, United Kingdom

•Streamlined the management of the 120 digital project streams that ensured they remained aligned in scope & design for the target benefits delivering £28m for the FY despite the very public cyber attack•Managed complex stakeholders to defined the future end states of customer omni-channel journeys with digital first approach , roadmap to deliver it, and supporting business case •Led the alignment with mobile programme to deliver a quad-play offer capability •Refocused the programme… Show more •Streamlined the management of the 120 digital project streams that ensured they remained aligned in scope & design for the target benefits delivering £28m for the FY despite the very public cyber attack•Managed complex stakeholders to defined the future end states of customer omni-channel journeys with digital first approach , roadmap to deliver it, and supporting business case •Led the alignment with mobile programme to deliver a quad-play offer capability •Refocused the programme on the biggest churn & efficiency prizes•Directed the change of culture, processes, and organisations to become more customer centric•Re-designed £30m programme for next FY with less complexity & risk (halved projects) focus on outcomes vs activities Show less

London, United Kingdom

Growth Strategy, Design & Delivery projects •Redesign of sales strategy, organisation, and processes to enable the doubling of new customer revenues in the Italian market over 3 years for Medtronic a $17bn health solutions provider •Salesforce transformation for a Aliaxis’ Italian division reversing 22% revenue decline and putting it on 3yr recovery path•Sales force optimisation design and implementation for Aliaxis' UK division with 9% uplift in sales. •Post-merger salesforce… Show more Growth Strategy, Design & Delivery projects •Redesign of sales strategy, organisation, and processes to enable the doubling of new customer revenues in the Italian market over 3 years for Medtronic a $17bn health solutions provider •Salesforce transformation for a Aliaxis’ Italian division reversing 22% revenue decline and putting it on 3yr recovery path•Sales force optimisation design and implementation for Aliaxis' UK division with 9% uplift in sales. •Post-merger salesforce and propositions integration for Ascential's digital operations leading to 11% margin uplift.•Facilitated vision and growth strategy workshops for design and development for Nissan's EMEA division•Designed & delivered online customer acquisition & proposition development programme for Canaal Digital Dutch media company doubling customer acquisition rates in 12 weeks•Proposed 7 new market opportunities and development strategy to bridge £65m EBITDA gap in the business plan over 3yrs for Airwave mobile network provider•Develop customer value proposition, sales organisation and the 3-5 year growth strategy to double revenue for CPA a global legal services provider.Customer Retention Design & Delivery projects •Turnaround for Ascential a digital media company that led to a 30% retention increase of customer base.•Developed and implemented the customer complaints and retention services for BSkyB, lifting complaint resolutions from 46% to 94%•Performance improvement of 3rd party operated customer sales and service channels for BSkyB with a £3m savings and 70% increase in salesOperating Model Organisational Design projects•PMO the design and implementation plan of the new business/operating model for Veolia UK enabling its strategy in doubling revenue in 5yrs. Operational Improvement Design & Delivery projects•Reviewed and optimised Medtronic's diabetes customer help line operated by 3rd parties•Designed pilot for leakage reduction at Thames Water to identify benefit potentials Show less

London, United Kingdom

Clients: British Gas; Pension Services Regulator; HMRC; Cabinet Office; Dept. of Work & Pensions; Department of Education; Learning Skills CouncilChannel strategy & solution design•Designed cross department multi-channel strategy and design for the Government citizen digital portal Gov.UK•Developed the customer channel and risk management strategy for the Pensions Service regulator•With multi-stakeholders developed the strategy & design of digital blueprint for complex for… Show more Clients: British Gas; Pension Services Regulator; HMRC; Cabinet Office; Dept. of Work & Pensions; Department of Education; Learning Skills CouncilChannel strategy & solution design•Designed cross department multi-channel strategy and design for the Government citizen digital portal Gov.UK•Developed the customer channel and risk management strategy for the Pensions Service regulator•With multi-stakeholders developed the strategy & design of digital blueprint for complex for goverment agencies and charities around children welfare•Identified benefits case and recommendations for HMRC’s digital initiatives - £70m benefits•Formed digital strategy and execution plan road converging 3 National Govt. departments for b2b customersCustomer experience improvement•Reengineered British Gas’ customer service process to improvement customer service and retention and generate £3m savings Operational improvement•Designed and assessed new operating model for the Foreign Office biometric passport processing and security •Designed the operating model blueprint for complex medical claims in DWP with 65% reduction in lead times•Designed the efficiency plan based on digitisation to reduce manpower by 50% and increase customer service capability for DCS Show less

London, United Kingdom

Niche management consultant for life science surgeries - partner•Advising dental and cosmetic surgeries on growth strategies and margin improvement strategies•Designed and implemented the change programmes

London, United Kingdom

$25m funded digital supply chain solutions for the retail industry•Country manager for Italy and France (client targets with +$250m revenues) •Developed the local value proposition and client acquisition

London, United Kingdom

•Projects: Growth strategies; Category management; and Customer service & retention•Key clients FMCG/retail: Unilever, Henkel, Kellogg’s, Safeway, Debenhams, France Telecom, European Consumer Response (ECR), Manchester Airport, Denel Aerospace

Naples Area, Italy

Buyer for two menswear departments – added 6 and 8% growth respectivelySuccessfully launched two new accessories departments Launched and managed the customer relations management programme - special events, loyalty reward scheme, information mailers, and promotions

Greater New York City Area

Responsible for analysing/ projecting sales for the Folio mail order division ($120m sales)Managed the budget & analysed the performance of two buyers’ activities in the Folio division

Greater New York City Area

Managed the price/stock management for 2 departments across the Macy’s chain stores

Mba, Business

Focused on strategy, innovation, and entrepreneurship Graduated Magna Cum Laude

Ba (Hons), Business Administration

Activities and Societies: Universtiy Army Officer Training Corps (OTC) Manchester

A-Levels, Economics; Geography; History

Activities and Societies: Rowing 2VII; Judo, Swimming, Squash