Michael Nipper Email & Phone Number

Manchester, England, Gb

Manchester, England, United Kingdom

-Delivering and driving strategies and programs that improve the clients', organisations' and brands' position and profitability, including all aspects of operational performance, client engagement, performance management, succession planning-talent management activities, and stakeholder management.- Spearheading client retention goals and customer satisfaction metrics and managing departmental budgets as defined by the annual operating plan (AOP).- Partnering with leadership team members to identify client support process improvements and design opportunities and facilitate the organisation's successful implementation of new programs.

Manchester, United Kingdom

- Acted as an ambassador to outperform service level objectives and performance standards and shared best practices with the team to enhance overall team performance.- Served as the main end-to-end point of contact for all customer account matters, including efficiently growing existing relationships while maintaining an active and repeat client base. - Utilised employee relations expertise to identify issues, predict and mitigate risk, and develop and execute employee relations strategies and employee programs for frontline customer service.

Manchester, United Kingdom

- Spearheaded day-to-day management of the customer experience and account management department while being responsible for implementing strategies, initiatives, and goals through creating and maintaining metrics, KPIs, and objectives.- Led developing, implementing, and evaluating strategic and operational customer engagement plans, programs, and initiatives to align with the organisation’s customer experience & vision.- Drove the ongoing development of a client-centric culture across the organisation, supported by effective policy and process frameworks and responsive customer service systems to embed best practices.

Manchester Area, United Kingdom

- Managed 500+ accounts while driving client retention, renewals, upsells, client satisfaction, and day-to-day operational processes, including campaign set-up, trafficking, sales optimisation, troubleshooting, and Quality Assurance.- Leveraged data analytics to determine root causes for customer success or even failure and drove requirements for process enhancement and development as needed.- Partnered with internal cross-functional teams to understand customer goals and key performance metrics and exceeded those goals throughout campaigns.

Manchester, United Kingdom

- Leveraged technical and creative tools and ROI to successfully manage concept-selling while achieving high customer satisfaction.- Prepared campaign insights reporting, including analysis and research and managed weekly campaign status documents for review.- Managed customer activity within CRM for maximum efficiency and visibility and carefully executed follow-up to sale closures.