Mark Cavanagh Email & Phone Number

Nottingham, Gb

Nottingham, Gb

Directed the establishment of the European-wide Planning, Quality Assurance and Insight function. Developed and owned the strategy for Planning and Forecasting, Quality Assurance, Management Information, Corporate MI, Insights, Systems and Data Warehouse. The role heavily focuses on driving transformation, leading and developing a team of subject matter experts and fostering a customer-centric culture change to support a high-paced Sales and Service operation across 14 European locations.Successfully delivered multiple high-profile IT implementations and business process re-engineering projects, including the first European-wide Workforce Management System and Data Lake solutions, CRM Systems and Quality Assurance Management Software. Developed system and infrastructure strategies, while researching new tools and technologies to drive the business towards next-generation performance.Managed financial planning and budgetary management at both strategic and in-year levels, providing detailed insights into underpinning assumptions and processes. Mobilised and facilitated resource forums to address key resource challenges, requirements and benefits. Established and maintained a robust stakeholder model to influence, secure confidence and gain commitment to the plan, in order to achieve successful delivery of objectives. Major initiatives included significant improvements in compliance performance, achieving a 21% increase in overall compliance levels across Europe, a 50% increase in operational utilisation and a 36% enhancement in ratings by internal customers and stakeholders served, reflecting the cultural transformation.

Successfully delivered an end to end implementation of a new CRM system across all European markets, facilitating migration and adoption while leading multi-site operational SME expertise. Directed the migration of CRM system data from local markets to a group-wide standard, ensuring compatibility with the group-wide data warehouse infrastructure. Contributed to future CRM system optimisation by defining the strategy and roadmap for continuous improvement and architectural capability post implementation. Led the European operational strategy for Management Information and Corporate MI, transformed the landscape of a department with outdated tools and infrastructure into a high performing team leveraging automation and business analytic tools to drive improved rigour and significantly increasing productivity. Implemented clearly defined data governance and processes to complement the new, enhanced and expanded Management Information Suite. The scope included data rationalisation, standardisation and defining data requirements across the entire European estate while also developing an operational IT and telephony roadmap.Led a detailed analysis of European telephony platforms and supported migration to new suppliers, resulting in a 37% reduction in costs and stronger alignment with regulatory requirements. Defined data integration to ensure seamless integration into existing data warehouse capabilities with no service interruptions. Delivered customer service quality auditing capabilities to all markets and scoped out and defined a viable CSAT deployment solution for Europe. Strengthened compliance position through improvements to IVRs leading to a further 9% reduction in cost per sales interaction.

Successfully implemented speech analytics across the UK, driving impactful outcomes across four key pillars: compliance, customer experience, sales proposition frequency/quality and customer demand. Pioneered and refined speech methodology to maximise the effectiveness of the solution. Led the end to end process, from supporting the proof of concept and vendor selection to overseeing technical deployment, testing, migration, training and the development of subject matter experts for new roles. Proactively sought out industry-leading practices by visiting a diverse range of prominent businesses, acquiring valuable insights and best practices to further optimise speech approaches and ensure continuous improvement.

Directed the development and implementation of a new reward scheme across a 2,000 seat, multi-site UK contact centre. Led the governance and management of the reward program, building strong relationships with senior stakeholders across multiple functions to strengthen regulatory compliance, enhance customer satisfaction and promote multi-skilling and sales growth. Led and developed a team of subject matter experts, deploying a continuous improvement model to enhance the efficiency and rigour of the reward process. Delivered a £500k annual cost reduction and a 25% increase in customer satisfaction, while sustaining double digit growth within the contact centre.Restructured the UK insights team, transitioning from a centralised back office function to an embedded, multi-site operation integrated into all key operational departments as business partner analysts. This transformation fostered a customer focused culture, enhanced collaborative working and developed departmental SME expertise. Key initiatives included implementing an in house repair booking solution that improved the customer journey for 75% of customers, reducing call resolution from two calls to one. Refinements to the retention strategy which aligned more closely with customer needs, generating an additional £2.2m per annum and targeted support to the lowest sales quartile in the main sales department increasing sales proposition frequency, generating an additional £1.3m per annum.Oversaw UK operational and board reporting, presenting actionable insights during UK contact centre leadership performance review sessions.

Presented a business case to senior stakeholders securing buy in to transition from a disparate to a dedicated Retention function. This included implementing a tailored retention proposition, enhancing the product suite and integrating a dedicated customer option within the telephony platform. Managed the project end to end resulting in a 38% performance uplift and generating an additional £5.1m per annum.Identified and led the implementation of a CRM system enhancement across multi-site UK operations, influencing and gaining commitment from senior stakeholders. Built effective and collaborative relationships across all operational levels resulting in a 33% increase in sales and generating an additional £3.2m per annum.Conducted impact assessments for a key client account to pinpoint change requirements for maximising sales growth. Implemented a new sales proposition modelled on high performers, improving proposition quality and reducing costs through streamlined processes. Led performance review meetings delivering actionable insights and insight packs that influenced stakeholders, resulting in tripling sales and a 26% reduction in cost per sales interaction.Developed and implemented a C# application that provided UK operations with the capability to identify best practice sales propositions, monitor adherence and evaluate coaching effectiveness. Managed deployment in key sales departments resulting in a 14% increase in sales and a 10% reduction in cost per sales interaction. Oversaw UK operational and board reporting, providing insights on performance against budget and holding operational management accountable. Delivered critical ad-hoc analysis to senior management identifying actionable solutions within tight timeframes. Trained new sales analysts in using the C# application, building robust test environments, analysing results, creating best practice propositions and effectively collaborating with operations to secure buy in for change initiatives.

Proactively managed a key account and cultivated a strong relationship with one of the business’s largest and strategically important clients. Developed the strategy and executed a revised operating model to transform customer-facing operations. This included implementing a new employee rewards programme, refining the sales proposition, and designing and implementing IVR routing. Through close collaboration with senior stakeholders to align with overall business objectives and leveraging the strong client relationship established, successfully gained buy in for the transformation strategy, resulting in sales growth of 24% and a 47% increase in customer utilisation of client services, ultimately supporting the client’s vision. Launched a brand new campaign operationally that supported the business’s first online venture, targeting point of need during the customer lifecycle. Led the end to end integration and project delivery, exceeding the business target ROI sales generation by 20% within the first 6 months. Subsequent post implementation campaign support included impact assessments that identified solutions to increase customer sales eligibility and improve relevance. Successfully negotiated enhancements to product development, expansion to the product range and effectively led operational integration, resulting in a further sales growth of 50%. Profit and loss responsibility for multi-campaign operations.

Developed high-performance and efficient teams across multiple sectors, including Customer Service, Sales, Retentions, Repairs and Product Replacement, in regulated environments. Established and managed training academies across all functions with the objective of nurturing and development. Provided specialised support to meet business needs, ensuring compliant sales through service by conducting analysis to model and define best practices, subsequently translated into effective coaching to support delivery.As an operational work stream lead, played a crucial role in various phases of implementing a new CRM system across the UK operations. This included vendor selection, defining cross-departmental functional requirements, optimisation and providing post-implementation SME support.Supported the successful launch of the group’s first Workforce Management System, defining and delivering best practice operational utilisation to maximise efficiencies and reduce cost.

Effective customer relationship management, track record of exceeding sales targets for all insurance products and efficient management of all customer accounts.