Mike Plummer Email & Phone Number

Woking, Gb

Staines, Surrey, United Kingdom

• Implemented CX strategy for the Business and Speciality Products segment:- Defined the target customer experience to achieve market-leading NPS within 5-years.- Rolled out a CX programme to drive systematic experience improvement in Corporate, SME and Intermediary segments.- Introduced a customer listening process to inform customer support during the pandemic.- Rolled out Global strategy to accelerate CX improvement, resulting in a two-fold increase in improvements delivered over a 3-year period. - Prioritised improvement initiatives critical to the company’s ambition to achieve NPS 80: an account management excellence programme and a digital platform development roadmap.• Re-focused insights programme to monitor key touchpoints in business customer journeys:- Engaged Merkle to provide SME and Corporate journey mapping and research to effectively evaluate performance and prioritise CX improvement. - Introduced transactional NPS survey model, omni-channel dashboards and closed loop calling to deliver actionable insight.- Benchmarked the intermediary experience and prioritised systemic improvements required in relationship engagement, servicing and proposition.• Embedded an insights-driven improvement cycle across BSP teams and operations:- Implemented NPS Micro-Moment Performance Management framework resulting in impactful experience improvements to uplift NPS, retention and growth to record levels.- Directed action planning and governance to engage and commit micro-moment leads and UKI leadership to NPS targets and improvement actions.- Improved NPS performance in four of the six micro-moments to best-in-class level.- Improved NPS of under-performing new business quote journey by >60 points.- Established action-orientated, cross-functional working groups to drive accountability and best-practice.- Coordinated award-winning customer listening process, and CX best practice and recognition events to champion agile, customer-centric culture.

Tadworth, Surrey, United Kingdom

• Matured the customer experience management mindset and capabilities to support customer-centric growth:- Embedded CX metrics and goals into PEH Customer Operating Plan.- Implemented a customer feedback mechanism to provide the basis for actionable customer journey improvements across PEH brands, portfolios and teams.- Facilitated journey mapping and developed personas to support go-to-market plans and field-force engagement with customers.- Leveraged machine learning to generate insight from customer data and implemented Qualtrics user experience surveys on the Pfizer website for Pharmacists.• Managed Hospital Segment and Pfizer Healthy Partnerships customer programmes:- Delivered value-adding content in key therapy areas to drive multi-channel engagement with customers through increasing e-permissions, registrations and resource orders.- Co-created learning and development resources and toolkits with customers and professional bodies, to help customers enhance patient experience and health outcomes. Resources included We all have our part to play toolkit to help NHS Hospitals deliver effective Antimicrobial Stewardship programmes and Medicines Optimisation, Cardiovascular and Women’s Health resources for Retail Pharmacists.

Aldershot, England, United Kingdom

• Led the rollout of CSC’s first customer experience programme which delivered a step change in CX management maturity over a 3-year period , >40 points uplift in Relationship NPS and significant improvement in customer ratings relative to competitors. • Provided input to CSC’s Global CX programme in key areas including Medallia CX platform rollout and improvement planning processes.• Established a client reference and advocacy programme to recruit advocates and produce inspiring marketing content.

Aldershot, England, United Kingdom

• Delivered go-to-market projects to differentiate CSC’s outsourcing proposition in Europe.

Aldershot, Hampshire

• Managed account-based marketing for large-scale IT and business process outsourcing bids.

Maidenhead, England, United Kingdom

• Led the Clarify CRM software partner marketing activities with PWC, Accenture and SAP.

Bracknell, England, United Kingdom

• Managed corporate marketing during a period of rapid growth culminating in LSE flotation

Bachelor’S Degree, Business Studies, 2/1 Class

Cim Diploma In Marketing

Secondary