Mark Cavanagh Email & Phone Number

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.

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..

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.

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.

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.

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.

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.

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