Marianne Withers Email & Phone Number

United Kingdom

At 'withers jones', we specialise in Experience Optimisation, integrating AI-driven analytics with human expertise to craft exceptional customer journeys. By aligning advanced technology with a people-centric strategy, we help businesses enhance interactions, drive efficiency, and exceed customer expectations. With the power of AI and human insight.

Portsmouth, Hampshire, GB

As one of the Entrepreneurs in Residence, my role is to undertake activities and be an ambassador for Portsmouth University. Helping to contribute to the shaping of the strategy, enterprise, and entrepreneurial learning programmes of Up/Business School.We actively support the development of the Business School Community of staff, students, SMEs, and.

I lead a ‘Boutique Outsourced Contact Centre’ - At The Verity Centre, we go beyond conventional approaches to deliver transformative outcomes. Our ethos revolves around harnessing the power of technology to enhance human interactions, ensuring that every engagement is meaningful, authentic, and empathetic. By intertwining People Experience and Customer.

Chief Operating Officer - 6.5 yearsYCL was a highly flexible and quality focused outsourced contact centre businessDesigned, Created and Implemented end to end customer journeys - increasing contact rates and achieving higher ROIWe handled specialist communications every day via your customer’s channel of choice, be that web chat, email, social media, SMS.

Consultancy - Operational & Technology Transformation & Implementation (Clients:-Post Office, Ember Services, Listening Company, Serco, Agilisys, DXI, Aspect)Post Office – Full Audit on AONPost Office – a year with Post Office Agilisys – Systems transformationDXI – Transformation from 1st Line to Board Level, all inclusiveSerco (The Listening Company).

Richmond, Surrey, GB

• Consultancy - Operational Transformation & Implementation and Technology (Clients:-Post Office, Ember Services, Listening Company, Serco, Agilisys, DXI)
• The Listening Company / Serco – Consultant – Operations Director & UK Head of Dialler & Data (2 year 3 months) – supported The Listening Company achieve their extended payout
• Increased revenue for division by 20%
• Set up & transformation of below campaignso British Gas - 170 seats - Energy acquisition & Kitchen Appliance Cover (Set up)o EDF Energy - 50 seats - Energy acquisition (transformation)o EON - 25 seats - Boiler care.

London, England, GB

Designed, established, piloted and very successfully managed a specialised outbound business to business telephone account management programme.

London, England, GB

Transformation & Implementation - Operational

Newton Abbot, GB

Consultancy initially - Re-engineering Sales & Service departments into an "Integrated Contact Centre". Offered permanent role as Head of Sales and Service to implement all the recommendations Instrumental in delivering new telephony and CRM system.Increased revenue by 16% 2008-2009Increased profit by 5% 2008-2009Saved 20% on cost.Increased customer.

Reading, GB

• A Global manufacturer of corporate business gifts.
• Responsible for 150 seats - Outbound Sales seats in Slough - New Business acquisition & retention - Additionally 20 Inbound Customer Service seats
• Increased Revenue by 23%
• Increased Profits by 10%
• Lead project team - opening up additional 100 Outbound Sales seats in Cardiff - New Business acquisition

Richmond, Surrey, GB

Outsourced Contact Centre - Portsmouth Site - 320 seats Took site from a minus 37% gross margin to a plus 35% margin within 5 monthsTransformed 150 fte loss making Outbound Energy Sales Programme, into a 75 fte positive 33% gross marginDelivered and increase of revenue on Bank of America from 500k annual account to 2.5m annual clientClients included.

Windsor, England, GB

Contract - Outbound B2C & B2B Sales Acquisition - 7 Outsource Companies - 11 sites managed.Target to achieve 95,000 acquisitions in 6 months, 115,000 achieved in 5 months.Contract re - Negotiation, decrease in number of Outsourcers used, increase in productivity of remainder sites, increase in compliance and quality and increase of ROI from all remainder.

Cardiff, Wales, GB

• Outsource Boutique Contact Centre
• Transformed Operations, Client, IT, Recruitment & Training
• Turned company from loss to profit within 3 months
• Delivering a 15% net profit

Miami, FL, US

UK - Outbound Product Champion (5 Sites) - June - Dec 98General Manager of Banbury Site (232 seats) - Jan - May 98Tactical Project Manager - Oct - Dec 97

Cardiff, Wales, GB

Responsible for Operations and Client