Mark Waltham Email & Phone Number

Boston, Ma, Us

San Fransisco, Ca, Us

Boston, Ma, Us

Responsible for operations for Wayfair’s luxury retail brand, functions included partner relations, customer service, transportation and deliveryDefined the operations 3-year vision, roadmap and staffing plan to double the business through exceeding the expectations of the luxury consumer (speed of delivery, high availability, in-home services, effective issue resolution)Grew team to 25 FTE within the first 12 months, created c-level relationships with partners representing 70% of sales in <6 months, established a dedicated customer service team (80% capture rate with a network leading CSAT of 95%) and launched multiple initiatives to improve the customer experience (for example a technology solution to unlock “selling on the water” driving 2% incremental GRS)

Boston, Ma, Us

Led the largest Wayfair vertical through the largest global supply chain disruption in modern times (unprecedented sales, factory closures, collapse of transportation).Restructured three groups into a single supplier-facing operations team (account management, inventory planning and dropship partner excellence) and then transitioned the team from in-person to virtual at the start of COVID.

Boston, Ma, Us

Led enterprise operations relationships for two of Wayfair’s largest verticals, including 7 of the top 15 largest supplier partnersLed a cross-functional team to launch the Large Parcel speed promise (3-day delivery to the customer for LTL shipments). Successfully tripled program participation within 12 months (+40% to goal)Turned around the operations relationship with two of Wayfair’s largest supplier partners and converted both onto full suite service offerings (Asia logistics, ocean, domestic services)Internal partnership award for driving complex sales within our emerging ocean services business. Ramped 50% of all inbound onto our services in 18 months.

Boston, Massachusetts, Us

Established and led analytics team to drive organisational transformation toward data-centric decision makingBuilt model and implemented program to transform distribution model based on customer potential. Achieved incremental sales of $xxxM+ with an earnings impact of $xxxk+ (2016)Implemented full stack business intelligence platform to provide insights to sales, marketing and financeLed the rollout of marketing automation and integration with CRMAwarded place on the Platinum Award Trip for high performing leaders (2016)

Mountain View, Ca, Us

Successfully turned around a declining book of business to deliver 40+% YoY revenue growthPartnered with major financial brands and their agencies to leverage emerging digital channels in support of both branding and direct marketing effortsDeveloped board-level relationships with previously un-penetrated accounts. Invited by large regional bank CMO to present on “Banking in the Digital Age” at the client’s annual marketing summit

Gb

Led international team responsible for sourcing $xxxM of own-label products from China. Partnered with marketing organisation and suppliers to support new products launchesManaged program of initiatives to reduce inventory by 40% and improve lead times, while increasing product availability. Delivered $xM cost saving (annual) through improved collaboration with key suppliers

Guildford, Surrey, Gb

Clients included Vodafone, Three, T-Mobile, Sony, BSkyB, Microsoft, Lloyds Banking Group & UK GovernmentLead relationship manager (reporting to the CIO of a global telecom firm) responsible for business planning and strategy, responsible for a $xxM+ annual IT budgetDelivered $xM product implementation to time, budget and quality. Managed project team of 50 staff operating in multiple geographies. Full budget responsibilityDeveloped relationship with UK telecom to create $xxM pipeline of new sales opportunities

Worldwide, Oo

Pl

London, London, Gb

Mba, Marketing, Sales

Ma, Computer Science

A-Levels, Maths, Further Maths, Physics, Chemistry