Max Smith Email & Phone Number

London, Gb

London, Gb

London, England, United Kingdom

London

London, England, United Kingdom

Managed and grew a portfolio of key UK B2B Enterprise Clients including Just Eat Takeaway, Getir, Gorillas, Zapp, Gopuff.Contracts valued between 1M - 4M per client.Commended for growing B2B fleet by 650%+ across the UK as the only employee in a CSM role; current UK fleet sits at ~4000 vehicles.Successfully launched a 1250 E-Mopeds deal with Just Eat in the UK across multiple cities worth £4MSupported the UK GM on the pitch and closure of a majority fleet tender for a 2-year MSA with Zapp worth £1.1MConverted 75-vehicle pizza delivery business from a B2C to B2B client; Generated 140k+ ARR.Achieved 6% annual increase in revenue per bike through accessories, hardware projects and any additional services available (88k ARR)Led and oversaw candidate interviews and recruitment process to enable expansion of the customer success team with quality talent.Created an ongoing CSM Playbook from scratch which grew in line with our Business Model, capturing the overall value we could bring to our clients.Accountable for new process implementation, in addition to existing process improvement through a proactive and innovative approach.Created and executed onboarding plans for customers relating to new processes, operating systems and fleet management tools.Delivered training classes for clients to be qualified to complete basic bike maintenance safely.Captured & analysed key performance data; prepared detailed reports and presented data-driven, actionable insights to each client.Engaged in daily cross-functional collaboration, working with various teams internally to reach key business targets and improve clients’ vehicle uptimes, as well as our service & performance as a single solution E-bike vehicle and maintenance provider.Leveraged tools such as Hubspot / Jira / Trello to manage tasks and customer reporting; launched the use of Tableau for customer facing live dashboards.

London

• Leveraged several years of customer service experience to deliver a premium service to Peloton’s members before, during and after their installation.• Accountable for end-to-end, delivery, installation and presentation of all existing Peloton products.• Developed a detailed understanding of both hardware & software in order to build, install and present thoroughly all mechanics and features, including maintenance and trouble shooting.• Gained extensive hands-on warehouse operations management experience, enabling efficient loading/unloading of various stock.

I went travelling in January and was planning to be away for 6 months but had to return due to the Coronavirus pandemic.

London, United Kingdom

Controlled all daily operations, including leading teams of 6-7 employees & managing fleets of 200 vehicles. • Managed and oversaw all customer challenges, issues & complaints personally, as well as delegating through my employees.• As Branch Manager, consistently achieved company’s internal Customer Service Satisfaction Goal of 90% or more in two of my last three branches. • Achieved an Award for a record C-SAT score of: 3-month 97%, 6-month 93% and 12-month 91%; resulted in my branch ranking as the highest performing branch in London and the South-East that year out of 140 branches.• Led the seamless on-boarding of customers to our platforms such as Enterprise Plus and Enterprise Car club.• Utilised various CRM tools to manage contact times, reservation conversion rates, customer retention rates, a complaints resolution tracker and a service improvement feedback tracker.• Managed portfolio of 20-30 key business accounts from on-boarding stage to ensuring growth & retention of each account; key accounts included Mercedes, BMW, The Marriott Hotel and the BBC.• Recognised for driving a significant increase in non-retail business across all three of my Branch Manager locations, • Planned & executed Daily, Weekly, Monthly operations for fleet sizes of 200 cars; used forecasting report applications to ensure correct availability.• Led process management & review to impact business in areas such as fleet operations, customer service, sales, growth, vehicle damage & safety.• Managed teams of 6/7 staff members across 3 Branches; 3 of these staff members achieved internal promotions.o Maintained 100% employee retention across 3/4 of my senior management locations.• Analysed P&L statement, pinpointed areas of success & opportunities for improvement YoY, and forecasted operating profit for following Month.• Recognised for consistently improving year on year Operating Profits across all three of my branches.

London, United Kingdom

London, England, United Kingdom

Working as a brand ambassador for multiple brands at events while also performing an administrative role in their head office.