John Mack Email & Phone Number

England, United Kingdom

London, United Kingdom

Responsible for creating and delivering the quarterly trading plans for the contact centre channels across the BT and EE estate. My team and I agree and provide clear strategic commercial priorities ahead of each quarter as well as managing any in-quarter tactical initiatives required to course correct performance. We manage a large and complex portfolio of products including Broadband, TV, Mobile, accessories and insurance. The role involves:• Creating the plan; working with multiple… Show more Responsible for creating and delivering the quarterly trading plans for the contact centre channels across the BT and EE estate. My team and I agree and provide clear strategic commercial priorities ahead of each quarter as well as managing any in-quarter tactical initiatives required to course correct performance. We manage a large and complex portfolio of products including Broadband, TV, Mobile, accessories and insurance. The role involves:• Creating the plan; working with multiple stakeholders across the planning, commercial and marketing teams to develop a quarterly sales plan based on market size, marketing budget, props and pricing and channel initiatives.• Trading the plan; Achieving / exceeding sales acquisition targets across multiple brands, sales channels and product groups. Working with the operational teams on idea generation to develop new initiatives and trials that help maximise volume and value.• Offering in quarter trading support for several acquisition and cross-sell sales channels including inbound sales, inbound retentions, outbound sales & digital chat.• Ensuring that the sales operational teams have all the tools they need to achieve / exceed their sales targets including commission schemes, incentives, reporting, tracking, sales validations, and meeting governance.• Responsible for leading, developing and motivating a team of 6 trading managers across a wide geographical area.• Collaborating with peers across Digital and Retail to deliver a customer centric distribution strategy allowing customers to smoothly transition across all sales channels. • Being the voice of the customer and the voice of the front-line sales teams in senior leadership strategy and sales meetings. Show less

Middlesbrough

Responsible for providing central support for uplifting sales & quality performance within the Sales & Retention channel by shaping and driving a ‘best practice’ methodology across the channel. I am the main point of contact between senior marketing and commercial managers into the Sales channel. The role involves:• Focusing operations on driving improvements to their variance of key success metrics like sales conversion, product attach rates & ARPU• Leading a team of Channel… Show more Responsible for providing central support for uplifting sales & quality performance within the Sales & Retention channel by shaping and driving a ‘best practice’ methodology across the channel. I am the main point of contact between senior marketing and commercial managers into the Sales channel. The role involves:• Focusing operations on driving improvements to their variance of key success metrics like sales conversion, product attach rates & ARPU• Leading a team of Channel Managers, building a culture of coaching and development to enable the delivery of strong performance• Managing the delivery of multiple priorities simultaneously within the agreed business rules and timescales• Defining and supporting the delivery of initiatives designed to uplift performance across the channel• Sharing feedback from the operation back with the Channel team to inform regular performance reviews• Inputting in to the planning process through verifying assumptions and contributing channel expertise • Sourcing insight in order to identify to what extent performance change has been influenced by external factors. i.e. Call mix changes, campaign launches, pricing changes, new offers, route point changes, • Bringing constructive challenge where necessary to ensure operations are focusing on what they can influence• Constructively challenging the marketing and commercial teams to deliver the right campaigns and commercial products to market, in order to deliver sales performance• Ensuring the Sales & Retention teams have the right insight, knowledge, tools and resources to hit targets and SLA’s, by sourcing and reviewing data/insight from the performance & compliance team and translating this into actionable insight for the operational managers to act upon• Setting stretching targets for the operation through quarterly planning in order to drive year on year improvement in sales performance for BT Consumer, increasing shareholder value Show less

United Kingdom

Responsible for the improvement of mobile phone insurance (Clone Phone) sales through the national and international Call Centre’s in both the consumer and Small Business channels of the EE network. This role involves:• Ensuring all channels achieve interlocked sales targets through the delivery of a clearly defined annual operating / delivery plan • Managing the training and development of in excess of 2000 contact centre agents / managers across multiple sites in the UK and… Show more Responsible for the improvement of mobile phone insurance (Clone Phone) sales through the national and international Call Centre’s in both the consumer and Small Business channels of the EE network. This role involves:• Ensuring all channels achieve interlocked sales targets through the delivery of a clearly defined annual operating / delivery plan • Managing the training and development of in excess of 2000 contact centre agents / managers across multiple sites in the UK and overseas both in-house and through out-sourced service partners• Managing and motivating a team of 7 sales coaches directly to develop performance through “best in class” training and coaching standards• Analysing a complex MI suite to identify training gaps and new growth opportunities• Establishing and maintaining strong relationships with all key stakeholders, internally and externally• Influencing key decision makers to enable the implementation of change• Consulting in the design and delivery of a go to market plan to support the launch of all new products, end to end• Presenting monthly performance updates to all channel heads including sales, churn, complaints and quality analysis• Developing a structured sales process that promotes quality and is fit for an environment with multiple KPI’s.• Maintaining product focus on-site using all types of media including the design and delivery of all channel incentives.• Driving performance in-line with the principles of treating customers fairly Show less

Responsible for developing the sales and revenue of several leading European manufacturers and a leading UK warranty / insurance supplier on a commission only / consultancy basis. This role involved:• Identifying new leads to increase territory revenue• Managing / developing existing accounts to maximise sales potential• Building / growing stakeholder relationships with clients and suppliers• Presenting product portfolio to customers from middle management to boardroom level… Show more Responsible for developing the sales and revenue of several leading European manufacturers and a leading UK warranty / insurance supplier on a commission only / consultancy basis. This role involved:• Identifying new leads to increase territory revenue• Managing / developing existing accounts to maximise sales potential• Building / growing stakeholder relationships with clients and suppliers• Presenting product portfolio to customers from middle management to boardroom level to gain product placements• Advising clients on the products that would best suit their business• Ensuring that all new and existing accounts were serviced effectively with regular face to face contact, making sure that all floor space was maximised and products were merchandised effectively• Conducting training to ensure all sales staff were aware of the features and benefits of all products ensuring they were sold with accuracy and confidence• Exceeding sales targets turning over £1,000,000 in my first year from nothing • Managing all aspects of my business including personal appointments, invoicing and monthly accounts Show less

Responsible for the sales of warranty and protection products within multiple independent retailers and the account management of several national retailers. This role involved:• Accountability for my own individual sales targets, exceeding them by over 40% in each year of employment• Understanding complex insurance based products that were sold in accordance with stringent FSA guidelines. • Making sure that all products on the shop floor were merchandised effectively with… Show more Responsible for the sales of warranty and protection products within multiple independent retailers and the account management of several national retailers. This role involved:• Accountability for my own individual sales targets, exceeding them by over 40% in each year of employment• Understanding complex insurance based products that were sold in accordance with stringent FSA guidelines. • Making sure that all products on the shop floor were merchandised effectively with adequate, clear POS to enhance sales • The training, development and motivation of over 200 sales staff within approx. 50 retail outlets across my given territory• administering different training modules for all areas of the sales process including the introduction, establishing need, objection handling, questioning and the close• Analysing MI to identify the specific training needs of individuals allowing me to tailor them an individual training plan to help optimise their full potential Show less

A-Levels, Mathematics And Statistics, Human Biology, General Studies

Education record