Michael Ryan work email
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Michael Ryan personal email
A senior operations leader skilled in driving commercial performance and improving customer experience and in global multi-site, multi-channel environments. Experienced in operating model redesign & organisational transformation, gained across media, telecoms & healthcare insurance industries. Key SkillsDriving Growth : creation and implementation of effective acquisition & retention strategiesCustomer Ops Transformation : defining the Target Operating Model to embed cultural, customer focussed changeDelivering Efficiency : process redesign & effective implementation of new technology platforms such as SalesforcePeople development and leadership : skilled in both 1:1 development as well as leading large, global teams
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.. Jun 2024 - Present
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Customer Operations DirectorLothian Broadband Networks Dec 2022 - Oct 2024Owning the customer experience performance and strategy spanning Commercial, Customer Service, Sales and Technical Support functions.Responsible for the development customer facing technology solutions, platforms, and owner of all commercial reporting activity.
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Head Of Global Customer OperationsCigna Healthcare Europe Jan 2018 - Dec 2022Madrid, EsOwning the strategy and performance of a global multi-site customer contact operation spanning client management, service, claims processing and customer complaints. -
Head Of Operational TransformationSky Jun 2015 - Nov 2017Middlesex, England, GbLeading a program of cultural, organisational & proposition redesign in a multi-channel sales operation. Implementing a digital first strategy across customer sales and retention functions. Delivering the operational framework and plan including revised journeys and touchpoints, measures of success and people strategy.Included operational leadership capability review and a revised compensation framework. -
Head Of Customer Retention OperationsSky Jun 2013 - Jun 2015Middlesex, England, GbLeading the Sky customer retention operation across 8 contact centres, both inhouse & outsourced, comprising 2200 FTE. Managing performance & revenue impact through metrics including product and platform churn, NPS, product downgrades and cost to retain. Managing a direct team of 6 across both in house and outsourced locations.
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Head Of Customer Retention Operational PerformanceSky Nov 2011 - Jun 2013Middlesex, England, GbLeading a commercial trading function responsible for analysing & tracking key churn, customer experience and operational performance metrics.
Michael Ryan Skills
Frequently Asked Questions about Michael Ryan
What company does Michael Ryan work for?
Michael Ryan works for .
What is Michael Ryan's role at the current company?
Michael Ryan's current role is Senior Operations Director | Customer Experience, Sales, Service.
What is Michael Ryan's email address?
Michael Ryan's email address is mi****@****kyb.com
What skills is Michael Ryan known for?
Michael Ryan has skills like Customer Experience, Customer Retention, Stakeholder Management, Account Management, Crm, Service Delivery, Management, Strategy, Business Process Improvement, Business Process, Contact Centers, Customer Satisfaction.
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