Nick Rolls Email & Phone Number

Dunstable, England, United Kingdom

Leading the management of the Project Activity Planner for operations in the UK.Delivering the appropriate communications for all forms of cascade to all operating channels.Leading a team of Communication Advisors to own all monthly communications.

Maidenhead, Berkshire, United Kingdom

Led the online operational development and digital integration of Grosvenor One and Mecca brands, across estate of 128 clubs; reported to multi-channel director and supported club general managers. • Translated the board's multi-channel strategy and created actionable plans• Promoted an integrated multi-channel offer and built a ‘one team’ culture • Delivered conversion targets, online revenue objectives and multi-channel service excellence• Established colleague incentive scheme and club targets, to increase digital acquisition • Worked closely with general managers to review club-based multi-channel capability • Built team of 7, including field-based regional managers to develop in-club sales • Led launch of a customer ‘one account’, for integrated online and offline gaming

Central Retail Operations:Led delivery of store communications, initiatives & compliance across 2,500 stores, 12,000 employees. Supported 12 regional directors & 70 area managers. • Developed & maintained suite of operational reports, insights & analysis • Raised store standards & embedded service excellence through 'Ladbrokes' Experience'• Delivered company initiative, to increase staff engagement & enhance customer experience• Led planning & implementation of recognition/reward initiatives; hosted annual service awards• Implemented talent management & succession planning; identified 750 colleagues to develop• Led age verification initiative to meet UK government & Gambling Commission guidelines • Established & implemented compliance processes, to ensure company met legal obligations Customer Contact Centre:Given additional responsibility for contact centre from 2014; controlled £5.2m total budget. Led contact centre operations, comprising retail & digital customer services & telebetting. Managed £4.4m budget, 300 colleagues.• Amalgamated retail & digital customer services, to enhance omnichannel offer• Established service capability of 1 million customer interactions per annum• Implemented staff levels to match customer needs & embedded performance measurements• Worked closely with digital marketing team; developed Voice of the Customer strategy• P&L review of telebetting operations: analysed profitability, identified savings & growth• Implemented integrated management system to improve consumer journey• Turnover increased by 29% and £200k cost savings were delivered in 2016

Tasked with strategic turnaround of Ladbrokes' Studio Operations. Managed team of 4 managers across studio operations, design, broadcast & production for Ladbrokes in-store media, UK & Ireland.• Spearheaded new content & established Ladbrokes TV as key differentiator with competitors• Devised broadcast strategy; addressed challenge of 32 screen configurations across stores• Delivered cost savings through improved management of resources, content and relocation • Built collaborative culture across finance, project, IT & HR teams, and with suppliers• Delivered roadshows across estate to disseminate broadcast strategy & engage colleagues

Progressed through store management positions within early career, culminating in promotion to head up central operations for entire UK & Ireland store estate.• Established new team and built capability, to deliver objectives of central operations function• Built strong cross-functional relationships, to promote newly formed central retail team• Compiled reports & analysis on store, area, region performance and central operations• Delivered weekly communications to store teams through online magazine, What’s Happening• Oversaw roll-out of EPOS system and implementation of 7,000+ tills across entire retail estate