Michael Pilling Email & Phone Number

Peterborough, Gb

London, England, United Kingdom

Responsible for managing a Customer Success Team which works to ensure that existing, new, and prospective customers get the best experience possible from Rotageek, promoting retention and loyalty. Working closely with the Product Team to provide customer insight, opinion, and feedback to influence the product roadmap, and with Sales to advise on how best to meet a prospect’s needs. As a team lead, I play a part in setting Rotageek strategy & operational running; I ensure that my team are achieving the professional development they are looking for at Rotageek, while maintaining high performance and results, whilst distributing projects and tasks to support team development.

London, United Kingdom

Responsible for ensuring that existing, new, and prospective customers get the best experience possible from Rotageek, promoting retention and loyalty. By engaging positively with customers at all stages of the lifecycle, ensuring that their needs are anticipated and understood, and working with them and my Product team to achieve these needs with Rotageek through Agile development.Responsible for specific named customers and projects, whilst taking a CS Team collaborative approach to understanding and supporting each other’s customers; my client portfolio includes household and globally recognised brands and large enterprise clients with complex optimised scheduling needs.

Peterborough, United Kingdom

Providing HR data and analysis and insights to ensure compliance and monitor the key indicators of our People strategy, as part of the HR transformation team. In the limited time I had in role before the business was taken into receivership, I had:• Built stakeholder relationships with 13 remote business area data leads and outsource MI provider for the UK (Steria)• Progressed the pace of source market data consolidation• Created an executive metrics pack to illustrate the headcount and costs aligned to the horizontal functions across a complex business structure including establishing group connections and some data sharing with the Chinese and Russian businesses.

Peterborough, United Kingdom

Providing an effective planning, analysis and insight service to our Retail business stakeholders which supports our Retail strategies, tactical initiatives and operational efficiencies. This includes resource planning, operational forecasting, configuration and change management.Key accountabilities and decision ownership:• Lead the provision of resource planning reporting and insight for the Retail business and Workforce Management Steerco, aligning with the Retail strategy; supporting labour efficiency and cost projects. • Provide data and insights to our retail senior leadership team through routine personnel reporting, recruitment tracking, general WFM and resource planning queries.• Supporting our Central Operations and Retail Leadership teams in providing robust data insight, and trend analysis of our non-resource strategies and tactical initiatives, e.g. Financial Risk. • Develop accurate forecasting, planning and monitoring solutions for all Retail cost lines such as uniform, brochures, stationery to drive greater delivery of operational efficiencies and cost control • Provide SME level support and training to our Central Operations team in general use of data with the focus on the team being more operationally efficient when using data • Be the business owner of our master store data, ensuring consistency of information held across our Retail systems and overseeing Retail led change control• Lead the operational delivery of all digital & store innovation projects, e.g. Yext, Office 365• Responsible for owning all retail system config. and change management plans, e.g. People View

Peterborough, United Kingdom

Supporting the Thomas Cook Co-operative Travel business to deliver on their Workforce management strategy, focussing on labour efficiency, labour cost control in order to drive for improved productivity.Accountable for the Demand Planning of customer interactions in our stores and ensuring that we plan the right mix of resourcing to meet this requirement.Accountable for distribution of all Thomas Cook UK Travel brand brochures.Accountable for Forecasting and Delivery of VCC Direct sales leads into Retail stores, utilising gaps in customer flow to maximise store and individual productivity.Key achievements – Headcount planning and central rostering• Captured all legacy contract info, work rules and availability through development of a Retail data portal.• Used footfall and transactional data to develop store type demand profiles and define structure of headcount planning recommendations.• Implemented a supplier WFM solution to meet the needs of our Retail business, delivering central rostering and central control and visibility of leave planning.• Involved in Business WFM project to further optimise our rostering guidelines and contract hours flexibility to improve our labour efficiency.Key achievements – Brochure resource planning• Streamlined brochure distribution processes and tasks to reduce own resource requirement.• Re-modelled the distribution control of our brochures in line with Tour Operators capacity and intake planning, with a specific focus on moving from “Pull” to “Push”• Recommendations to the business on agent grading and future print recommendations through analysis of brochure consumption and salesKey achievements – VCC• Helped shape the VCC strategy as part of our omni-channel approach.• Driving direct customer sales performance through skilling recommendations• Development and introduction of VCC forecasting to assess and communicate Retail resourcing needs to key stakeholders.

Peterborough, United Kingdom

Supporting the charter tour operations division in maximising Yield output via all distribution channels by leading the trading team to analyse sales performance, seek opportunities to develop revenue and margin opportunities with sales channels and lead the engagement of those channels through campaign planning and channel pricing activities. Key achievements• Brought to life a number of high profile Thomas Cook cross channel marketing campaigns, providing the evidence to support the commercial messages and delivering these via selling systems capabilities with a focus on campaign presentation to the end consumer across all channels.• Business lead for testing and delivery of channel and tactical discounting process across selling systems.• Identify opportunities to support sales through online channels.• Supported the Retail business development through initiatives to maximise sales and review key relationships with regional coordinators.• Instrumental in the development of tracking for tactical and groups business and setting of team targets.• Delivered growth of specialist group business revenue to approximately £2 million per annum.• Drove the progression of new business opportunities through the team, often with complex cross business interaction to deliver new media and event activities.• Embedded a team culture of ancillary upsell into tactical activities, including product bundling initiatives. • Improved the relevance and format of communications activities to support brands and differentiated product lines, promoting added value where relevant.• Implemented improvements and efficiencies in business processes and assisting customer delivery areas of the business, and involvement in shaping booking terms and conditions.• Tour Op representative for implementation of a new Retail search system, focussing on the commercial opportunities presented in search results.

Peterborough, United Kingdom

Driving the sales development and process efficiency of the Tactical Trading and Yield teams through identifying sales opportunities and system and process initiatives.Key achievements• Development of competitor price monitoring tools. • Engagement of Customer Delivery teams to raise profile and understanding of the Tour Operator Yield function.• Development of channel discounting tools.• Drive fact finding processes to deliver business cases for systems and process changes.• Deliver systems solutions to allow best offers to be identified and used across internal sales distribution and PR teams.• Supported stakeholder communications in advance of the introduction of new revenue management systems.• Involvement in assessing the impact of channel price adjustments on the revenue management tools.

Peterborough, United Kingdom

Manchester, United Kingdom

Cim, Professional Diploma In Marketing

Bachelor Of Science (Bsc), Applied Biological Sciences

A Levels, Biology, Pure And Applied Mathematics

Education record