Matthew Hoad Email and Phone Number
I am an influential Executive with 20 years of global experience providing outstanding customer service and operational leadership across the whole spectrum of IT products, services and distribution. I possess expertise and a robust track record of cultural transformations, process renovations, and operational restructures that have enhanced customer and business success. As a supportive leader with exceptional people management skills, I ensure that my teams are high-functioning and results-focussed which in turn drives operational and customer excellence. As a champion of change, I have successfully navigated teams through organisational restructures. I have also gained a reputation for completely transforming unperforming teams into leaders in their area that has elicited requests to review workflows, offer recommendations and train workforces in other countries. In addition to 20 years in customer service and operations, I have 10 years in warehouse management and extensive expertise across all IT technologies including 10 years in SAP. Proactively recruited to join Ingram Micro as a Business Operations Manager in 2018, I quickly ascended to General Manager, Customer Experience, responsible for all the customer experience teams as well as the internal sales teams. Known for being a hands-on, passionate, and authentic leader, I build outstanding teams through driving a culture of continuous improvement, accountability, and awareness of customers’ needs and market trends. I care about people and a key career mission is to leave a legacy of well-formed and thriving professionals behind me. I thrive when I can lead transformations, both operationally and culturally to deliver world-class products and services and loyal customers.
Ingram Micro
View- Website:
- ingrammicro.com
- Employees:
- 21821
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General Manager, Customer ExperienceIngram Micro Aug 2022 - PresentMelbourne, Victoria, AustraliaIn 2022 Ingram Micro restructured the go-to-market teams to bring all the customer experience teams together and the inside sales team into my area of responsibility as the General Manager, Customer Experience. Responsibilities• Reviewing end-to-end business process working with local and overseas stakeholders to implement changes required to enable service delivery improvements.• Completing reviews and rewriting of all SOP/WI across all responsibility areas to ensure consistent comprehensive documentation of all business processes.• Driving inter-departmental collaboration and alignment through regular operational cadences.• Establishing SLAs and KPIs and then driving high performance across a range of business units and teams.• Managing strategic recruitment and selection processes, staff training and professional development, and the delivery of ongoing instruction and mentoring.• Acting as the escalation point for the entire business for critical operational issues.• Providing feedback and guidance to the executive leadership team to align to with the core business goals.• Coaching and mentoring managers, direct teams and wider teams on best practices around tools, systems and processes.
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General Manager, Business OperationsIngram Micro Jan 2020 - Aug 2022Sydney, New South Wales, Australia
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Business Operations ManagerIngram Micro Apr 2018 - Jan 2020Sydney, New South Wales, AustraliaInitially, I was pro-actively recruited to join Ingram Micro as the Business Operations Manager, to overhaul and rebuild their poorly functioning and complex order team, predominantly with Cisco. After completely transforming this team in the first year through education and process change, they became the leading Australian Cisco distributor. Given these results, the scope of my responsibilities quickly grew to overseeing the transformation of other underperforming teams by introducing a culture of high-performance and accountability.
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Southern Region Warehouse ManagerDicker Data Jun 2007 - Apr 2018Melbourne, Victoria, AustraliaReporting to National Third-party Logistics (3PL) Services Manager, I was accountable for ensuring we provided the highest level of Customer Service to our 3PL customers. I managed stock control and accuracy by performing cyclical and annual stock counts and via investigations to ensure resolution of any variances. Additionally, I liaised successfully with clients, suppliers and transport companies, ensuring streamlined processes and mutually beneficial outcomes.Notable Achievements• Successfully managed up to five logistic controllers in the Victorian warehouse and two logistic controllers in the Perth warehouse.• Achieved 100 per cent In Full and on Time (IFOT) delivery as per agreed SLAs daily and met and exceeded KPIs.• Collaborated effectively with carriers to achieve over 98 per cent of delivery in full, on time (DIFOT).• Recruited, selected, oriented, trained, coached and motivated staff to achieve highest possible service. • Provided facilities management of the Melbourne warehouse including security budgets.• Monitored, proactively reviewed and ensured 100 per cent adherence to Occupational Health and Safety (OHS) requirements. Regularly conducted inspections and quality/safety audits of team members to ensure compliance and a continued outstanding safety record. -
National Purchasing ManagerExpress Data Feb 2005 - Jun 2007Sydney, New South Wales, Australia -
National Customer Service ManagerExpress Data May 2002 - Feb 2005Sydney, New South Wales, Australia
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Project Services ManagerExpress Data Apr 1999 - May 2002Sydney, New South Wales, Australia
Frequently Asked Questions about Matthew Hoad
What company does Matthew Hoad work for?
Matthew Hoad works for Ingram Micro
What is Matthew Hoad's role at the current company?
Matthew Hoad's current role is General Manager, Customer Experience and Business Operations | Global IT experience delivering outstanding customer experience, products and added value.
Who are Matthew Hoad's colleagues?
Matthew Hoad's colleagues are Lisa Beron, Dane Hinic, Angerella Lapeña, Shellyne Manuel, Shally Anand, Hugo Sánchez Cruz, Christophe Mussa Peretto.
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