Multi-skilled Head of L&D & CX who has had a critical role in building the world’s largest 3rd party provider of preventative pet care plans - through product design and development, performance metrics integration, B2B / internal training frameworks and customer experience initiatives. Successfully managed training for both staff and vet practice personnel since 2010, now across 2000+ sites worldwide, driving up skills in initial and ongoing practice engagement, ensuring technological competence, and customer onboarding. Possesses an early background in driving improvements to Britain’s largest mobile photography organisation, achieving 100% sales growth in 6 months via contemporary photography introduction, intelligent changes to sales presentations and training delivery.Data driven, thorough and focused on the customer, implements data collection for feedback to establish continual improvements, and continually breaks down blockages to success.________________________________________Key achievements to date:🔸 Developed a customisable product for global, highly regulated markets with different currencies, banking structures and corporate & independent vet organisations - now 2 million+ pets on plan.🔸 Introduced LMS and author tool for B2B clients, creating 250 courses (now available in 5 languages), achieving 16k+ learners and 330,000 total hours of CPD / CE🔸 Developed and implemented a home delivery service in the UK to 100k+ pets, now expanding across Europe and US. 🔸Spearheaded numerous VOC initiatives such as surveys, interviews and mystery shopper, resulting in improvements in training and client onboarding through to introducing company-wide SLAs - enhancing customer engagement, response rates and service adoption. 🔸 Introduced online sign-ups as well as the first live banking portal in the industry, and an online marketing hub with social media for B2B clients, personalised to practices.🔸 Trained 2000+ client personnel including business owners, directors and veterinarians, as well as 20+ PVA country managers across Ireland, Denmark, The Netherlands, France, Germany and the US 🔸 Achieved over 40% resource reduction and profit increase via virtual training and meetings. ________________________________________🌏 I welcome new networks and opportunities, so don’t hesitate to connect.