Katherine Fox Email & Phone Number

Letchworth, England, United Kingdom

National Uk

Shaped all stages of the ‘Paint my Home by bell’ launch, spanning website development, social platforms and service strategy. Led research, business case, growth plan, trade recruitment and implementation activity for launch of new service. Catalysed customer experience and user-centric design methodology in the design, build and launch of new digital tools including on-line quotation tool. Led the regional recruitment campaigns of specialist decorator teams. Recruiting PAYE teams to fulfil customer demand across all London boroughs, Hertfordshire, and Central Scotland. Continuous change management to adapt the service to meet customer demand. Introducing additional services for end-to-end journey and ‘white glove’ bespoke premium service. Developed marketing strategies to gain insights on user demographic and increase organic traffic to the website. Continuously refining paid SEO/Socials, Instagram influencer campaigns and local editorials.

London, England, United Kingdom

Business Transformation Lead for JLP Ventures – A new 'start up' team to develop, try & test new concepts to accelerate the Pan Partnership services offering. I led the successful implementation of John Lewis Home Solutions service - a digital market place connecting customers with quality vetted trade professionals via an app. This service has now progressed to reinvigorate the full KBB & loft extension category at John Lewis. Continuous development of the user experience to change customer’s shopping habits from physical to digital. Working to incorporate the iconic Home Design & KBB offer by trialling new service initiatives. As part of my continuos professional development, I trained to be an Insights Discovery Practitioner, leading the learning & development of senior level partners and multiple teams across the home services category.

Victoria, London

Successful implementation of national bathroom installation service across branch estate. Concept to full national launch in10 branches within 18 months. Centralised contractor management, established new operating model and quality standards. Conceived new relationship management strategy: achieved 100% retention rate for high performing contractors. Retention of 27 installer teams nationwide. Multi stakeholder engagement Pan Partnership to deliver launch including buying teams, Fusion 2020 and branch steering groups. KPI measure for costs at £92 per install, which includes additional items, delivery cost, remedial payment to installer and compensation payments. Successful implementation of a 12-month business plan to drive consumer confidence and colleague development – now implemented business wide.

East Anglia

Accountable for 426 new customer projects per annum, delivering a £3.6 million annual turnover. Sourcing and recruiting all contracted installer resources across region of East Anglia. Delivering Sales and Installations technical training to a region of 20 stores. Implementing store processes and procedures to reduce cost to do business & improve service. Conducting on site inspections to ensure technical & compliance standards are met. Direct involvement in the resolution of company complaints. Directly responsible for the control of margin on all installations. Coaching for continuous improvement across all teams.

Homebase Cambridge

Regional Profit & Loss champion. Coaching & development lead for 80 store colleagues. Controller of £800,000 payroll budget for store.

Peterborough, United Kingdom

Managing all departments over 5 years including a challenging customer service desk and food departments over busy periods. Directly responsible for a team of 24 staff, delivering an annual sales turnover of 7.5 million.

Ba (Hons) The Syudy Of Visual Culture, Visual Culture & Post Modern Society, 2.1

Dissertation study on The role of women within Saudi Arabian culture. 6 week secondment to live in Saudi Arabia. Other studies.

A Level, Art, English Language, English Literature