Providing strategic direction and leadership to the industry body representing the interests of the UK bathroom suppliers which acts as a link between Industry, Government and the consumer on issues that affect the bathroom industry within the UK. Key focus areas are product standards and sustainability.

Leadership of the Group Long Range Strategy through robust customer, market and competitor insight, embedding a customer first approach with direct ownership for the Groups portfolio of brands, the product portfolio, new product development, brand and product marketing, pricing and e-tail / retail sales.

Leadership and development of the global supply chain and general operations, including strategic procurement strategy, new product development, inventory management, in house manufacturing, supplier and product quality management, continuous improvement, warehousing and distribution activity.

Strategic consulting: Development and implementation of business plans, operational improvement, routes to market and marketing plans for companies and organisations primarily within the technology, service and retail sectors.

Working for Dame Martha Lane Fox with responsibility for establishing the partner strategy and marketing of her Government Digital Service campaign ( gov.uk ), and creating the blueprint for access to the internet for all and future broadband rollout in the UK.

Accountability for the development, legal & quality aspects of all 8000+ product lines . Sanctioned all purchasing against a strict code of technical governance. Led a team of 105 (7 direct reports) based in UK, Hong Kong, Shenzhen & Bejing. Operational budget of £3m.• Developed the Boards strategic growth objectives (to establish the group as the leading retailer of technology) into carefully planned product development requirements. - Established the Technical Services division with accountability for product development, safety, legality, licensing & quality for all categories sold in 23 countries. Merged four departments into one achieving a fully integrated Technical Services team- Generated cultural change, embedding vision & values that engaged staff to perform & put the customer first.- Integrated all processes of the technical services division into a commercial critical path from initial product specification, through to the customer usage experience & after sales service. This prevented poor quality / unsafe products entering the business, protected revenues, margins & reputational risk. • Implemented acceptable returns level programme for all products (Tier 1 & own label) with full fault investigation team covering life testing, internal commercial & quarterly supplier reviews. This resulted in significant reductions in returns & vastly improved supplier performance with the removal of underperforming suppliers • Introduced dangerous products procedures with accountability to the board & government bodies for all reported incidents & recall decisions• Within the corporate responsibility framework, approved & monitored suppliers & manufacturers for social & ethical standards ( 140+ factories)• Managed the service transformation programme involving the closure of 7 existing sites, 50% reduction in field headcount, the opening of 19 new hubs & the development of associated IT & reporting.

Developed the strategy, financial targets and delivery of added value services across all product categories. Managed the added value services rollout across UK & Ireland channels (stores, Internet & Direct), driving commitment to the vision.- Identified the need to rebrand the service offering & worked with marketing & agencies to deliver ‘The TechGuys’.- Grew the added value services business from £3m revenue a year to c £20m a year - Negotiated & implemented all internal / external third party service contracts ensuring services were delivered within the required cost bases & to strict customer SLAs- Developed & launched the “TechFriend” service as a key component of the customer proposition giving unlimited telephone & remote access support for all customer computing problems. A hugely successful product with a high attachment rate to other products & with subscribers in the many hundred thousands- Responsible for the implementation of demonstration zones in store to allow customer to see the potential connectivity between products. This initiative proved invaluable in the sale of standalone products as well as services

Working closely with the commercial Directors, identifying, recommending & implementing strategies for emerging categories , how best to present these to the customer & how these products should be supported & serviced.- Led a cross functional team to specify & successfully implement an emerging technologies strategy to maintain the Group’s reputation at the fore front of technology & as one of the leading electrical retailers in Europe.- Introduced service strategies for emerging products to deliver the customer experience & best value to the group - Implemented 4 hour deliver time slots for delivery of products, automated customer notification resulting in the removal of 13 separate call centre sites & an annual saving of £2m

Conceived & developed the connected home concept for PC World, offering customers fully tailored high end Audio, visual & IT integrated solutions within the home

Created a product development & quality enforcement team to ensure the end user experience met with the customer expectations & returns were minimised for all computing products.- Implemented procedures ensuring 100% of computing products entering the business followed a product testing programme prior to sale, improving the customer experience to meet DSGi standards- Achieved a 20% reduction in PC & peripheral returns over a 2 year period as well as corresponding reduction in call handling volumes through close working relationship with buying & marketing teams & all external suppliers- Implemented a customer self help programme through better documentation, how to guides, internet delivered content & self replaceable components

Devised & implemented group wide product support Intranets & customer facing support sites across Europe in 9 languages. This delivered a related 10% reduction in inbound call volumes & 20% reduction in support call length.- Successfully developed the original Dixons & PC World ecommerce sites ( £120k budget) proving the case for an online site & subsequent £10m investment- Technical lead on Freeserve rollout, the catalyst for step change in UK Internet usage. Responsible for advising the Board on approach & for creating the original installation software & support team. - Led infrastructure specification & implementation for the expansion of the service business to a 400 seat call centre