Nick Ware Email and Phone Number

HSD is a company that has grown from start-up to SME in just 3.5 years and now has exceeded 195,000 customer acquisitions. I have led this business to become largest extended warranty company outside of the blue chip market leaders and is the number one challenger brand within the UK. As Consultant Director my role within the business far outreached the standard role definition. More similar to MD/CEO role I was responsible for the introduction, set up and management of the following functions; Outbound Telesales [pre-existing], Customer Upsell [pre-existing], Inbound Telesales, 3rd Party Outsourced telesales, Field Sales, Digital/Online sales, Learning and Development, Commercial and Finance, Revenue Collection, Compliance, Reporting/MI/BI, Strategic Partnerships, Digital Transformation, Tech and IT, Marketing and PMO functions.Key Achievements• c520% growth in customer acquisitions in 3.5 years.• Successfully scaled a start-up to the number one challenger brand in sector.• Designed and operated a self-funded, cashflow neutral business model enabling growth without external investment.• Increased brand strength and Trust Pilot rating from Average to Excellent, outperforming the market leaders.• Introduce multi-channel sales strategy to incorporate a wider demographic of customer acquisitions and diversifying single channel business risks.• Successfully scaled sales operations by 300% by introducing a multi-site approach in the UK and 3rd party outsourcing oversees.• Agreed numerous strategic partnerships including multiple Energy Companies and the largest direct sales Comparison Service in the UK.• Set up the UK’s first door to door extended warranty sales team.

Currently working at TOTO Energy as the Head of Sales. Reporting directly to the CEO and part of the Senior Leadership team the Head of Sales accountable for all sales activities within the business including the Field Sales and Telesales channels, selling energy and non-energy products in the utilities B2C market.Duties Sales Strategy, Planning and Forecasting - producing detailed growth plans for customer numbers and GM across all sales channels and routes to market. Set action plans to ensure growth targets are met or exceeded. Channel Management - overall accountability for all sales channels including the second largest Field Sales workforce in the utilities sector and multiple Telesales Agencies. Cost per Acquisition - setting commission plans and negotiating commercial agreements with partners to minimise CPA's and maximise GM of products sold. Setting large acquisition budgets across sales and marketing departments. Create Strategic Partnerships and New Acquisition Channels - setting up new routes to market by identifying new channels and strategic partnerships to increase sales volumes and diversify TOTO's product portfolio. Product and Proposition - overall accountability for both Product and Proposition, working closely with the Commercial Director to ensure Proposition has consumer appeal and delivers GM targets, ensure deployment of products are successful and reporting on proposition consumer appeal. Customer Targeting and Sales Journey - responsible for targeting customers based set demographic, attributes and value. Owner off the sales journey (both online and offline), sales experience and sales process. Compliance and Risk Governance - owner of all business risk and compliance procedures associated to Energy sales, ensuring all regulation and legislation is strictly adhered to. Sales Quality and QA - accountable for sales quality and ensuring attrition is minimised, increasing GM and lowering CPA's.

Working in EDF Energy’s Innovation Department as a Project Lead, developing new customer propositions to bring to market and diversifying EDF Energy’s product and services portfolio. The main project was the design and delivery of Hoppy.co.uk, a home management platform for consumers with a multimillion pound business case.Duties Project managing innovations through Discovery, Design, Development and Deployment phases. Developing business cases and financial models to ensure viability and profitability of projects. Revenue stream identification. Consulting on consumer switching behaviours. Project managing external consultancies and internal stakeholders to coordinate project delivery.

As the most senior member of the Telesales team, reporting directly into the Head of Sales, the Manager of Telesales has complete responsibility for all outsourced Inbound and Outbound Telesales activity whilst managing a team of senior executives. The operation consists of 200 agents and 50 support staff over two call centres, achieving 130,000 product wins per year.Duties Channel growth - Identifying new and optimisation of existing opportunities, delivering sustainable and cost effective growth (54% growth in three years and £3.79 million incremental customer lifetime value and from 50k to 81k of product wins per year) Managing the acquisition budget (circa £7 million), ensuring acquisition costs and business targets are within OPEX budget and forecasts. (Reducing Cost per Acquisition by 10%) Performance Management – owner of the outsourced Telesales agency’s performance across all metrics including product wins, QA, compliance, health and safety, complaints and recruitment. Sales Experience – owner of EDF Energy’s quoting platform, sales process and experience. Implementing a quote time reduction project saving circa 15 FTE per year, equating to circa £700,000 in staffing costs. Outbound strategy – solely responsible for designing and implementing EDF Energy’s Outbound strategy including provision of data, resource planning, and demographic targeting. Forecasting and formulating business targets including hedging, short term, Medium Term plans (MTP) and budgets. Channel optimisation - cost to acquire modelling and analysis, trend and performance analysis, reducing costs and increasing performance by altering channel mix, ensuring increases in gross margin. Risk governance – as the risk owner for Telesales, governance was a key responsibility. Ensuring compliance and evidence of compliance to all regulation/legislation of the Data protection act, PECR, OFCOM and OFGEM. Managing a team of high performing Senior Executives and Account Managers

• Managing the Customer Services Outbound operation including 70 agents and 5 team managers, data, performance, compliance to regulation/legislation and training.• Setting dialling strategy – to maximise contact and conversion rates and optimal data usage.• Structure – organising the operation’s structure ensuring maximum performance for the data availability. • Conducting regular performance reviews with stakeholders and developing action plans to maintain or improve performance.• Stakeholder management - managing relationships with third party providers and internal stakeholders.