Jill Hugo Email & Phone Number

London, Gb

Sevenoaks

Bromley, United Kingdom

* Work collaboratively with and support six direct reports to manage content, production, printing and collation of traveller documents.* Work closely with suppliers to ensure service delivery in line with SLAs.* Work with teams across the business to test and deliver business enhancements.* Liaise with external suppliers and overseas offices to ensure accuracy in all documentation.

London, United Kingdom

* Manage team of 14 Account Managers working across multiple shifts and locations.* Liaise with top tier international clients in English, French and Italian to ensure press releases are set up and published in line with requirements.* Investigate and resolve any departmental complaints.

Sevenoaks/Beckenham/Orpington

* Manage entire portfolio of French client base* Screen and recruit client support staff to form a new team* Key contributor for design of bespoke call centre software* Create training assessment material* Collate and analyse data on customer preferences and buying habits to identify potential market.* Gather data on competitors, their prices and methods of marketing.* Compile surveys and SWOT analysis to identify business sweetspot.

London, United Kingdom

* Maintain and enhance existing online shopping website with a member base exceeding 315,000.* Participate and direct project teams on relevant development initiatives.* Liaise with creative team to introduce new features or 'look and feel' and create briefing documents to support this.* Carry out proofing and UAT testing to ensure all website changes are correct, implemented to meet deadlines and meet legal requirements.* Conduct competitor analysis and keep track of any new concepts in the marketplace.* Manage the relationship with product suppliers – Ensure that KPIs are met and negotiate pricing.* Project lead for website launch in new country and point of liaison with all key contributors.

London / Sevenoaks

* Responsible for the launch of Italian cash back website within the required deadline of 6 months to meet contractual obligations with business partners. * Devised and coherently mapped out solutions to major project issues to adhere to launch deadline.* Documented and adapted customer service processes in place in UK for cultural fit and legal compliance in Italy.* Created and delivered detailed intensive training to the Italian customer service team.* Key point of contact for Spanish Operations Team in creation of training materials, quality assurance criteria and scripts for simultaneous launch of Spanish website.

Sevenoaks

* Key contributor in the creation and management of contact centre with over 50 staff and 9 direct reports.* Consolidated and adapted UK customer service procedures for French and German market.* In depth training of senior agents and quality assurance staff. * Developed company intranet as information base for staff.* Streamlined quality assurance processes and criteria between different teams.* Established strong relationships with partners and Webloyalty Account Management teams to facilitate contract renewal.

London, United Kingdom

Uniform and Contracts Manager - Eurostar* Worked with Procurement and Legal teams on tender process to successfully implement contract with new suppliers.* Successfully managed staff in France, Belgium (remotely) and London to improve ways of working and facilitate smooth running of overseas Uniforms departments.* Managed annual budget in excess of £1 million.* Managed 3 successful roll outs of uniforms and equipment across UK, France and Belgium.

* Established contact and negotiated contracts with reliable suppliers.* Controlled purchasing for the Production Department.* Liaised with Publishing and Royalty Department on behalf of artists.* Instigated scheduling system for all staff to follow to ensure that all projects completed on time.* Reduced supplier costs by sourcing new suppliers and simplifying processes.

Introduction To Marketing

Ba Combined Honours, French And Spanish, 2.1