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An inspirational Leader with track record in delivering strategic, operational and people activities.With many years experience in Customer operations and experience, Liam has held a number of senior roles, and understands the challenges of acquiring, retaining and serving customers compliantly, whilst maintaining high levels of performance. After leaving npower, Liam led and grew a number of outsourcing businesses in the UK successfully delivering large scale campaigns for many household brands and blue-chip clients, in the energy, finance, gaming and publishing sectorsLiam then started his own consulting business in 2014, to deliver independent consultancy and managed services to the market, focusing on outsource strategy and management, Customer Services strategy development and Managed Services for clients. Also, a Non-Executive Director to a number of growing businesses, providing advice and guidance on growth and business strategy.In 2016 Liam joined the Rank Group Plc to establish a new Customer operations Hub and transform the level of Customer Service and experience delivered to its customers. Built on multi-brand foundations the Hub is capable of delivering Customer operations for all the groups brands. In its first two years of operation the new Hub has improved Customer satisfaction considerably, transformed from a cost centre into a profit centre and integrated VIP Customer management, Safer Gambling, Customer verification and Fraud and Payments operations, and continues to reduce friction around Customer journeys and improve Customer experience.
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Head Of Player ProtectionLottolandUnited Kingdom
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Director Of Customer OperationsRank Interactive Oct 2022 - PresentSheffield, England, United KingdomSenior leader responsible for the delivery of Customer Operations.Omni-channel Customer Services, Complaint Management, Customer Community Management, Fraud & Payments, Safer Gambling & Player Protection across all Rank Interactive brands and Rank Venues. -
Director Of Customer Services, Safer Gambling & Player ProtectionRank Interactive Jun 2016 - Oct 2022Sheffield, England, United KingdomBuilt Rank Interactive's realtime 24/7 Safer Gambling risk framework and controls to allow customers to play safely, and maintaining compliance for the business whilst balancing commercial growth for sustainability.Integrated the Stride Group Plc brands following acquisition, building a more cost efficient operational model delivering significant cost synergies whilst maintaining operational excellence and customer experience.
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Director Of Customer ServicesThe Rank Group Plc Jun 2016 - Oct 2022Sheffield, United KingdomJoined the group to establish a 24/7 Customer operations Hub to insource all omni-channel Customer Service activity, and transform Customer experience. Established a new Service centre in Sheffield integrating Customer Contact, VIP Account Management Safer Gambling & Fraud & Payments operations to deliver a more engaging and brand enhancing service for customers.Delivered 24/7 operational model at reduced operating cost, and turned cost centre into a profit centre within 6 months of opening, through Proactive contact to re-engage lapsed customers and drive incremental deposits. Proactive Customer engagement now generating uplift in incremental deposits per annum.Leading a multiple award-winning team of 150FTE across onshore UK and offshore in Mauritius.Responsible for building & delivering Rank Safer Gambling programme to increase player protection controls, due diligence and fraud to reduce business risk and deliver on responsible gambling obligations. -
Managing DirectorContact Center Managed Services (Ccms) Uk Ltd Apr 2014 - Jun 2016United KingdomCCMS UK Ltd provided strategic consultancy and managed outsource services for Customer Service and Experience in the UK & Europe.Providing strategic direction for Clients in Customer Service & Experience transformation. Grow the business to become one of the leading independent Consultancy providersEstablish the Managed Outsourced Services provision for clients
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Chief Operating OfficerBrilliant Energy Limited Apr 2015 - Mar 2016United KingdomBrilliant Energy are a new entrant to the UK domestic energy market, providing electricity and gas for domestic customers. Its parent company operates the energy brands; gas.de, Stromio and Grunwelt in Germany and has over 1.2 million customers, alongside Amperax the wind turbine manufacturer. Responsible for achieving new UK supplier accreditation, wholesale trading & pricing strategy, establishing target operating model and customer acquisition.
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Non-Executive DirectorVarious Jul 2014 - Dec 2015Non-Executive Director providing independant guidance & support to the board, around business strategy and growth.Mentoring of Senior Management teamContribution to Business Strategy and growth
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Strategic Development DirectorAnt Creative Contact Sep 2011 - Apr 2014Sheffield, United KingdomAnt: Creative Contact is one of the UK's leading outsourcers, offering multichannel contact campaigns to engage new and existing customers.Member of the board responsible for the Strategic development of the business.Developed a long term strategy for the business to deliver operational efficiencies, and growth. Rebranded the company, and offer, before raising the profile in the marketplace.Leadership of a team of c.300 employees in both operational and shared services teams. Restructured Operations division in 2012 to create greater efficiency and maximise profitability resulting in Gross Margin increasing from 20% to 34%.In December 2012 became focused on Business development and developed new business with new and existing major clients delivering billed revenue of £1.5m in 2013. -
Head Of OutsourceNpower Nov 2008 - Aug 2011United KingdomPart of the npower retail markets senior management team responsible for the development of strategy & business plans for all outsourced voice activities across npower's UK residential and business retail markets.Comprising inbound & outbound sales & service activities, accounting for a combined outsource spend of £10.5m.Increased Sales in 2010 by 35% on previous year delivering £2.3m incremental Gross Margin for the business.Accountable in 2011 for the delivery of 125,000 Domestic sales & 15,000 SME new customer sales, equating to £13m Gross Margin per annum. Responsible for development and management of outsourced Customer Welcome Centre performing quoting & verification of 750,000 field sales per annum. -
Head Of Business DevelopmentNpower Business Oct 2006 - Nov 2008United KingdomResponsible for the growth and development of the SME business customer base, through development of new channels to market. New channels developed included an affinity partnership programme to sell npower retail products through affinity channels, and development of the first B2B online energy sales channel in the market.Delivered Gross Margin from Sales of £21m p.a. whilst managing revenue and sales commission budget of £4.8m.
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Sme Business Markets DirectorRwe Npower Apr 2006 - Oct 2006United Kingdom• Responsible for the management and development of all Business Sales channels, comprising 100 staff• Set strategic direction for Business sales through business plan• Responsible for achieving and exceeding business plan• Motivate & Inspire Sales teams to achieve sales & revenue targets• Ensure profitability of SME customer base through minimising cost of acquisition and maximising customer revenues at point of sale
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Head Of Contract SalesNpower Apr 2004 - Apr 2006United Kingdom• Responsible for the management & development of outsource sales agency channel• Motivate and drive sales from outsourced sales agents to achieve and exceed business plan• Contract management of outsourced sales agents to contractual performance levels• Negotiation of contractual terms with new partners and variations to existing partner agreements• Work cross functionally with Legal & procurement teams to limit risk and liability to the business
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Data Services ManagerNpower Business Mar 1999 - May 2004Responsible for validation and provision of half-hourly data for around 28000 sites for npower mba customers, generating £1billion revenue per year.Responsible for Management and Personal development of Data Services Team consisting of 25 staff.Development of Added Value Data Services to differentiate npower as a Supplier.Responsible for managing a revenue budget of £800,000Developed and responsible for npower’s Half-Hourly Online Service (www.npower.com/hhonline)Provide Business Sponsorship and direction to Projects as requiredAssist in strategic planning for Energy Services Business areaMaintain and develop ISO9001 Quality Procedures for accreditation
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Is Project ManagerYorkshire Electricity Group Plc Jan 1998 - Mar 1999United KingdomProject Management of IS projects using PRINCE2 Project Management methodologyPlanning and Control of ResourcesProduce Business Case and Feasibility StudiesBusiness Analysis and Process ModellingRequirements DefinitionFunctional DesignTechnical DesignProduction of Test Strategies and Test ScriptsProblem and Change ManagementSupplier ManagementCustomer Liaison
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Telecommunications Project ManagerYorkshire Electricity Group Plc Sep 1991 - Jan 1998Project management of medium – large Capital expenditure schemesMicrowave Link Planning RF Design and LicensingTelephony NetworkingTechnical Design of Data Communication NetworksInstallation and design of HDSL PCM SystemsX.25 Network Planning and AnalysisEvaluation, selection and Procurement of Technical SolutionsTeam Management of eight telecommunication engineers
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Telecommunications EngineerYorkshire Electricity Group Plc Aug 1987 - Aug 1991United Kingdom
Liam Smith Skills
Liam Smith Education Details
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Computing -
Management -
PrinceProject Management Practitioner - Practitioner No: P2/02264 -
Electronics And Telecommunications
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Electronics & Telecommunications
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Silverdale School, Sheffield
Frequently Asked Questions about Liam Smith
What company does Liam Smith work for?
Liam Smith works for Lottoland
What is Liam Smith's role at the current company?
Liam Smith's current role is Head of Player Protection.
What is Liam Smith's email address?
Liam Smith's email address is li****@****ank.com
What is Liam Smith's direct phone number?
Liam Smith's direct phone number is n/a
What schools did Liam Smith attend?
Liam Smith attended Sheffield Hallam University, Open University, Prince, Sheffield Hallam University, Sheffield Hallam University, Silverdale School, Sheffield.
What skills is Liam Smith known for?
Liam Smith has skills like Outsourcing, Business Development, Strategy, Management, Business Planning, Change Management, Account Management, Sales Management, Business Strategy, Strategic Planning, B2b, Project Management.
Who are Liam Smith's colleagues?
Liam Smith's colleagues are Julian Rutherford, Christoph B., Thanos Karavasilis, Matteo Simonetti, Cristina Bouda, Erika Guillem, Rocío Reguera García.
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