Direct all aspects of customer relations in Edtech SaaS company. Deliver viable customer-centric solutions for some of UK’s most renowned brands. Develop and execute comprehensive onboarding process for all customers, ensuring world-class NPS. Supervise and mentor multi-disciplinary team of CRM’s, Customer Relations Specialists, and international consultants to surpass all KPI’s and key objectives. Migrated from single product and onboarding method to diverse product and channel approach, incorporating face-to-face, video, self-serve and e-learning touch points. Leverage market segmentation to foster strong external stakeholder relationships, with a collaborative and customer-centric approach to assist high-risk markets such as international schools and Multi-Academy Trusts• Decreased customer churn rates from 5% to 3%.• Drove cross-functional strategic initiatives to enhance customer outcomes for department and broader business functions.• Improved overall engagement and adoption for all customers by creating process to assess customer satisfaction.• Led and trained cross-functional staff to achieve excellent customer service, retention, revenue, and feedback.• Established a new customer relations department to cater to needs of expanding domestic and global customers.• Achieved gold awards in 2021 and 2022 for “best customer engagement” at Welsh Contact Centre Awards.• Launched and led strategic Customer User groups in UK and abroad, collaborating with partnerships such as Welsh Government and CIS (Council for International Schools)• Generated more than £150k in cross sales revenue in under 10 months since launch

Managed all aspects of national business plans, sales, and accounts for AA’s driving instructors. Identified, developed, and implemented new field team structure for UK sales and business division, involving 2500 instructors and 500 trainees. Created and delivered comprehensive road safety programme for young drivers, consisting of interactive presentation, and mobile application. and website. Initiated and executed new projects for field and call-centre teams; strategically managed sales, new business development, account management, and call centre operations. Encouraged change-oriented workforce, embracing change as way to grow personally and professionally; mentored Regional Managers to autonomously resolve problems at local levels.• Grew division through low churn and high ARR as well as led major change programmes to strategically and tactically secure new wins at customer level.• Boosted franchise and account retention by 26%, from 70% to 88%, by training new franchise sales team in advanced consultative and solution account management techniques.• Exceeded sales targets, increasing sales conversion by 20%, from 75% to 90%, after establishing new specialist franchise sales team.• Increased Instructor engagement by 150%, from 20% to 50%, leveraging new organisational structure to enhance account management of 2500 self-employed and franchised instructors.• Secured £50k in funding from AA Charitable Trust after presenting programme at London Road Safety Council AGM.• Led national B2B sales strategies and supervised regional execution, increasing new business sales, account revenue/retention, and surpassing gross margins.

Challenged to enter the Driving School business and to draw on the performance management and people development skills, playing a key part in growing the operation both commercially and in market share. A pivotal member of the senior team through the purchase of BSM by AA. - Achieved 100% of EBITDA and Sales targets in the Instructor Training & Franchise operation. - Created and launched new sales scripts for both franchises, liaising with Field Managers to ensure that sales strategies were consistent in the field and contact centre operations. - The owner of the continuous improvement, staff development and engagement in operations. - Analysed competitor activities to evolve sales and commercial tactics, including via localisation. - Tracked, forecasted and reported on sales activities ensuring activity levels are met. - Partnered with senior stakeholders to identify product gaps to create new product offerings. - Analysed live and historical MI data to identify trends and capitalise on growth opportunities. - Resolved high-level complaints from disgruntled Driving Instructor Trainee’s, working with both parties to find common ground and fast-track trainee’s through to completion.

Performance Manager, challenged to introduce advanced techniques to 16 Team Managers within the Insurance Division, drawing on KPI, Quality and MI data to target training and development activities for the maximum possible return to business commercials. - Recognised for critical contributions as a Performance Manager in 2008, 2009 & 2010, rewarded with trips to the Brits and British Grand Prix. - Created and launched the Team Manager Development Programme, drawing upon personal experience to improve the capability of leaders and identify talent for the succession strategy. - Engaged with multi-site leaders to capture business requirements and benchmark performance levels, attending regular senior management meetings to advise on performance coaching skills. - Successfully implemented new sales strategies that exceeded set KPIs, as well as budgeted call handling times, introducing new efficiency and productivity into call handling teams. - Facilitated and hosted formal training days, including for new product introductions, utilising scenarios to conduct skills analysis, gap analysis and learning needs analysis of team members. - Coached leadership skills within the Team Managers, setting clear personal development, performance goals and micro-targets to sustain momentum and achievement-led motivation. - Produced daily and weekly MI data on divisional performance and the impact of operations.