Jo Hermon Email & Phone Number

United Kingdom

United Kingdom

London Area, United Kingdom

Dedicated to helping B2C businesses grow their customer numbers and value (profit) in competitive markets. My approach is flexible and part time in nature, giving 20 years of experience in highly competitive markets, to realise full profit improvements, without the fulltime fixed cost.

London Area, United Kingdom

Read, England, United Kingdom

Accountable for generating £700 million in annual revenue from 1.2 million sales transactions through voice sales, customer services, webchat and WhatsApp. Lead a team of 160 in house staff and approximately 2,000 via four partners, responsible for selling FCA regulated products. Hold sole responsibility for mobile renewals for VMO2 due to a single-channel approach to retention.Key achievements: Achieved significant improvements in voice sales operational delivery, with a conversion rate increase of 9%, value increase of £2 per transaction, and a 10-point increase in tNPS, along with a 2% increase in XSUS, through transformative change initiatives. Spearheaded fundamental commercial changes resulting in reduced costs of £22 million in year one. Improved compliance across all partners and locations by 12% ensuring adherence to regulatory requirements and mitigating risks. Introduced a P&L per operational area, enabling data-driven decision-making and facilitating the efficient allocation of work across partners. Developed and implemented a comprehensive people plan, resulting in a 7% reduction in attrition and a 5% increase in eNPA for the retained team, while also fostering improved brand loyalty among partners.

Slough, England, United Kingdom

Responsible for revolutionising the management of the in-life consumer P&L, driving approximately £17 million in CC improvements within the initial 6 months. Expanded the scope by optimising legacy programs and transitioned towards a customer-first approach.Key achievements:  Led the formation of the first agile cross-functional team for VMO2, resulting in a significant enhancement in cross-sell opportunities for additional products. This innovative approach, coupled with a customer-centric mindset, led to a 2% year-on-year increase in product penetration within the first half of 2021. Achieved an impressive 170% year-on-year improvement in upsell rates during the first half of the year, with a campaign-level conversion rate reaching 6.5%. Implemented strategic initiatives to enhance upselling effectiveness and drive revenue growth. Successfully commercialized existing partnership deals by restructuring the digital engagement portfolio strategy. This initiative resulted in tangible controllable contribution improvements of £3.5 million in one year by expanding subscriber bases on paid subscriptions. Partnerships included Disney and Apple Music. Delivered notable consumer pay monthly NPS improvements of 3 points within the first half of the year, maintaining a market leading NPS. Prioritized customer engagement, billing accuracy, and network reliability as primary drivers of change.In addition to the In-Life P&L management, extended remit includes setting and delivering the consumer migration cohort strategy for O2 as part of the wider transformation program. Minimizing customer impacts whilst maximizing commercial gain are the key outcomes carefully managed.

Maidenhead

Proficiently managed the P&L contribution, product ownership and customer experience for Contract Voice (£1.2bn) – Acquisition, In-Life and Retention, spanning multiple channels. Reported to the CCO. - Defined and lead the commercial, product and experience strategy. - Worked across functionally (CTO, Propositions, Marketing, Finance etc) to prioritise new capabilities and business plans to deliver the agreed collective goals.- Accountable for the trading team of c25 FTE – acquisition, in-life and retention – who optimized product, price, channels and media to maximise EBITA.- Introduced a proactive retention strategy, including a recontacting program, which led to a remarkable 13% reduction in the out-of-contract base and improved the 'per upgrade' margin by over 800%, significantly enhancing overall profitability.- Leveraged market and customer insights to launch a new consumer SIM tenure (24 months), strategically reducing base exposure and improving margin. This initiative successfully captured approximately 20% of the consumer SIM market, driving incremental revenue growth and profitability.

Slough, United Kingdom

Competently managed the contract and governance team of the largest consumer partner (£3bn). • Successfully lead all contractual changes and negotiations, ensuring Telefonica met all contractual commitments and managed all claims – either finance or failure from both sides. • Orchestrated a complete contract restatement from 8 contradicting amendments to reduce the financial exposure to Telefonica, improved commercial outcomes as ambiguity was removed and resulted in a healthier account management.

Slough, United Kingdom

Successfully set up and managed the planning, marketing and operational functions that supported all 18 consumer partnerships contracted by Telefonica UK. • The changes enabled a flexible approach, adapting quickly to demanding market changes which improved the channel marketing messages at a customer level improving traffic and conversion. • The changes reduced opex costs (saving of c£2m marketing budget FY), improved ROI on a per connection basis by c15% and ensured 24 / 7 operational support to the key CV partners.

Successfully managed the trading performance of direct post pay acquisition and retention activities across all consumer routes to market with an annual customer investment cost of c£1bn. Direct channels included Retail, Franchise, Online & Voice.

Slough, United Kingdom

Delivered and managed proficiently the commercial trading of consumer postpay through c500 stores across the UK.

Slough, United Kingdom

Successfully devised and delivered the commercial trading of all SMB contracts through c500 stores across the UK.

Slough, United Kingdom

Key sales support in driving profitability through O2 direct trading channels; Retail, Franchise & Online. This included:• Financial modelling which ensured channel activity met appropriate ROIs• Ensured accurate monthly management accounts were produced enabling appropriate stakeholder management of outcome vs. budget• Played a key part in producing franchise commercials that guaranteed the wider business strategy could be driven and developed through this newly formed channel.

Slough, United Kingdom

Provided vital support to drive volume and value through the indirect sales channels which included:• Modelling and negotiating commercial terms.• Forecasting performance and measuring against budget.• Highlighting areas of risk with current mix and performance compared with quarterly targets and provided innovative ideas to improve or manage the position.

London, United Kingdom

Advisory Business SupportSupported European Credit Markets Origination Business by:• Providing respective business heads with accurate, timely and flexible business performance information in order for them to monitor, maintain, manage and grow their business – revenues, expenses, capital, client value etc• Giving advice on any financial issues such as accounting around fee recognition, specific wording to be used in mandate letters enabling JPM to maximise corporate finance fees etc• Facilitating comprehensive revenue projections by ensuring front office and middle office communication streams are effective, fee projections are realistic and inline with JPM policy and measuring forecast against plan.• Working in partnership with business management to ensure individual business strategies are inline with the global corporate strategy.

London, United Kingdom

Project ManagementManaged the logistics, issues, risks and resources within project parameters thereby aiding the project management team to deliver requirements with timeframes whilst ensuring the clients confidence in the teams ability.Financial & Commercial ManagementWorked within project leadership teams to deliver the critical success factors of client engagements. This included working on the bidding team to secure engagements, forecasting the financial outcome of the projects, and once project had commenced ensuring the project management team where aware of performance vs. projection.

Oxleas Nhs Trust - Bexley

Management accountant for the corporate and service directorate. Produced monthly management accounts Worked in partnership with budget holders to set yearly budgets  Advised budget managers of the financial implications of their actions Variance analysis and resource modelling Facilitated training courses to educate non-financial staff

Acma

Bachelor Of Science (Bs), Occupational Therapy/Therapist, 2.1