Martyn Daly Email & Phone Number

The Royal Town Of Sutton Coldfield, Gb

Sutton Coldfield, West Midlands, United Kingdom

Director of Service, Sales, Retention, Training, Quality Assurance, and Resource Planning functions supporting over 2000 colleagues, in a 24/7 UK contact centre operation handling over 500.000 annual customer enquiries.Reporting directly into C-suite, leading and empowering 4 Head of Department direct reports to inspire, coach, develop, and performance manage colleagues who provide support to contact centre operations, and over 500 UK branches.Pioneered first sales Contact Centre, generating £2.58 million additional revenue through 14.7% increase in year 1 sales.Following year 1 achievements, led transformation project to centralise the sales centre as the key distribution channel for Marketing (TV and Digital) and Strategic Partnership activity in Dignity PLC.Implemented post-sale customer engagement strategy, drastically reducing cancellation rates from 18% to 5% over two years, enhancing customer loyalty and long-term value.Achieved FCA compliance in 2022 through development and implementation of new Quality Assurance framework, ensuring regulatory adherence across operations.Transformed the Customer Experience model through introducing omni-channel to increase customer lifetime value and improve colleague experience.

Australia

• Co-founded Australia’s No.1 Digital fundraising platform, Shopnate The EasyFundraiser.• Developed innovative strategies to engage online shoppers in raising funds for charitable causes.• Successfully increased online shopping revenue for good causes, making a positive impact in the community.

Melbourne, Australia

United Kingdom

Spearheaded UK operations across multiple cities, driving revenue growth through process automation and strategic cost-saving initiatives.Over-achieved KPI's by automating sales processes and implementing cost-saving measures, whilst exceeding SLA's.Established Norwich office, achieving £120k of new business sales within first six months.Collaborated with key stake holders to integrate sales, service, and retention teams by managing a transformation project that centralised pre and post sale back-office operations.Led sales team to exceed targets, driving substantial revenue growth through implementing strategic account management, enhancing client relationships and retention rates.

Birmingham, United Kingdom

Led revenue growth and partnerships with 38,000+ UK causes that contributed to business growth of over £5 million in under 2 years.Developed digital sales strategy, generating £400k in 2013.Secured £650k/year partnership with England and Wales Cricket Board.Fostered long-term revenue growth through strategic alliances with UK governing bodies in Sport & Education.Implemented digital marketing strategies with strategic partnerships that achieved an additional £200k of year 1 revenue.

Birmingham, United Kingdom

Led senior management for financial services firm, focusing on internet aggregators, and specialising in Car, Home and Life Insurance.Surpassed 2011 revenue goals by £800K, significantly boosting company profits through the introduction of a follow-up retention strategy to increase year 2, 3 and 4 sales.Generated an additional £500K revenue in 2010, marking a 20% increase from targets.Achieved a record-breaking 60% rise in inbound sales conversions in 2008 through introducing an automated sales process.