I play a crucial role in providing an outstanding customer experience across the organisation’s entire client base.My role includes identifying at-risk clients, collaborating with colleagues across the business to address and escalate issues. My deep understanding of our clients’ needs enables me to recommend products from the Cintra suite that best support their requirements.

LexisNexis Legal & Professional is a leading global provider of legal, regulatory and business information and analytics that help customers increase productivity, improve decision-making and outcomes, and advance the rule of law around the world.Design and roll-out new pricing plans for online research productsDesigned a simple and easy to understand online product pricing plan which resulted in sales targets being achieved consistently. Order forms were reduced from 25 product pricing plan packaging options to a single price plan package & order form. Implemented a product pricing policy framework that resulted in target profit margins being achieved for all products.Developed revenue and profitability impact models for pricing plan options, to accurately model the commercial impact of pricing plans before being implemented. For the first project where this was applied, revenue reduction risk of £900k was identified and mitigated.

Operational leadership for Sales. 8 direct reports and 45 staff.Designed & implemented sales incentive plans & performance tracking systems that resulted in successful delivery of new sales budget for 2020 ( under COVID lockdown conditions )Restructured the sales teams to achieve the right balance between existing customer subscription retention and new sales / upsell sales. Subscription renewal rates were improved and subscription renewal revenue targets achieved for 3 consecutive quarters.

Completed the divestment of non-core products – deal value £950k – identified buyers, negotiated terms, completed NDA and related documentation, concluded final purchase agreements

Consultancy services to small and medium companiesAdvised & supported two new start-ups in the online business space with business plans and funding applications. Two rounds of funding secured for one client [TapIT]Supported a medium sized construction business to restructure operations to improve cashflow and profitability. Loss-making sites closed down, re-designed on-site management leading to reduction in site managers. This resulted in reduction in costs and overall profit & cashflow improvement.

One of South Africa’s largest privately-owned radiology ( healthcare ) practices.Operational leadership for entire practice. Nine clinical venues ( seven in-hospital venues , two specialist venues [mammography & oncology] ). 6 direct reports with 310 clinical and operations staff.Annual revenue and profit budgets achieved (2017 : £16 million Revenue)Implemented a patient satisfaction measurement system that resulted in improved patient care and outcomes. This was designed internally using off the shelf software, resulting in a £100k cost savingSuccessful managed the design, selection and deployment of a new PACS (picture archiving and communication system) & RIS (radiological information system) [INFINITT Healthcare] that resulted in improved reporting turnaround times and patient experienceSuccessfully managed the design, selection and deployment of a new billing and accounting system [Continuum Systems] that fully integrated to the new PACS & RIS system.

The Number 1 provider of part-time Finance DirectorsSourcing excellent Finance Directors and securing clients requiring services of part-time Finance Directors.Secured 3 large clients in first 6 monthsSuccessfully mentored the new CEO of a subsidiary of a Listed group for 12 months

Consultancy services to medium and large companiesAdvising & supporting new start-ups with business plans and funding applicationsBusinesses included online system for nursing recruitment market & wholesale retail market

One of the largest law and tax publishers in IndiaTo lead the organisation ( created after a large competitor acquisition ) with focus on execution of the post-acquisition strategy. 8 direct executive reports and +150 staff.Successfully consolidated 5 separate business locations into a single locationSuccessfully recruited 4 executive team members who remained with the company for many years

Provide consulting services covering financial structuring and systems, performance management implementation, business growth advice, merger and acquisition projects, human resource management and marketing and sales plan development and implementation

International cost-reduction franchise rights acquired and implemented in South Africa – start-upAcquired the local South Africa rights for an internationally respected consulting operation focused on offering cost reduction success-based consulting servicesCompleted 6 cost reduction projects for medium sized companies, resulting in material cost reductions for 2 customers

Operational leadership for Risk Management Services, Customer Service, Training and Seminars, Marketing, Strategy & New Product Development (Online). With 4 direct reports and 40 staff.Prepared business case for, & executed the acquisition of, an internet-based start-up operation in the data analytics and risk management space. Annual sales grew at over 40% per annum in the first 4 years of operationsExecuted the acquisition of a competitor in the online risk management ( reference checking ) market, which within 3 years was a key profit driver in the group.

Operational leadership for Marketing, Sales, Electronic Publishing, Outbound Sales Call Centre & New Product Development (Online). 4 direct reports and 52 staff.7 consecutive years of achieving new sales targetsStarted an outbound sales call centre, with sales volumes increasing by over 35% per month during the first 12 months of operations

Operational leadership for Finance, Human Resources, Credit Control, Customer Service, Warehouse/Distribution. 4 direct reports and 40 staff.

Responsible for consolidation of world-wide financial data ( 25 foriegn currencies and over 40 reporting locations ) for monthly reporting, quarterly reforecasts and annual budgets

Responsible for monthly reporting of project status and interest calculations to over 40 international lending institutions ( total funds in excess of GBP 2 billion )