Liam Smith Email & Phone Number

United Kingdom

Sheffield, England, United Kingdom

Senior 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.

Sheffield, England, United Kingdom

Built 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.

Sheffield, United Kingdom

Joined 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.

United Kingdom

CCMS 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

United Kingdom

Brilliant 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.

Non-Executive Director providing independant guidance & support to the board, around business strategy and growth.Mentoring of Senior Management teamContribution to Business Strategy and growth

Sheffield, United Kingdom

Ant: 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.

United Kingdom

Part 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.

United Kingdom

Responsible 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.

United 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

United 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

Responsible 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

United Kingdom

Project 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

Project 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

United Kingdom

Bsc, Computing

Postgraduate, Management

Prince2, Project Management Practitioner - Practitioner No: P2/02264

Hnc, Electronics And Telecommunications

Onc, Electronics & Telecommunications

Education record