Nikki Phillips Email & Phone Number

London, England, Gb

Loughborough, England, United Kingdom

I am at the helm of the digital transformation initiative, tasked with creating and implementing a strategy to bolster the digital technology prowess of British Triathlon. This role involves the management and enhancement of all digital technology within the organisation, with a focus on improving our customers and members' experience within all our programs products and services within our technology ecosystem.My role necessitates close collaboration with the Executive team, Home Nations, Board Members, staff, and other stakeholders to assess and meet their digital technology and data needs. Furthermore, I am responsible for ensuring a smooth and efficient transition process when introducing new technology capabilities, all while adhering to budget constraints.My primary duties and responsibilities include:- Leading a digital technology transformation that lays a solid foundation, tailored to meet current needs and future-proofed. This includes addressing all bespoke legacy systems and architectural complexities.- Developing, owning, and executing a Digital Transformation strategy that meets the current and future needs of the entire organisation.- Leading the identification of solutions and championing the strategic application of digital systems and IT across the organisation to promote greater digital maturity.- Supervising and monitoring the service delivery of British Triathlon’s digital and IT assets and services in accordance with best practices, such as Cyber Essentials Plus.- Ensuring effective management, sharing, and protection of data across all of British Triathlon’s activities. Ensuring systems are designed to allow end users to access data to support the Swim Bike Run community.- Being accountable for ensuring that British Triathlon’s digital data is adequately and appropriately managed.

I held the sole responsibility for the creation of a seamless, fully integrated on-demand digital platform catering to B2B, B2C, and DTC audiences across two projects. The NHS FIT platform, was the newest digital offering for physical and wellbeing services for the entire NHS workforce.The first project involved the integration of BMF Digital within our Glofox Membership management system and the BMF Member app.The second project was the BMF Human Performance platform, which has been co-designed and developed specifically for NHS England.The key tasks and responsibilities for this role include:Serving as a crucial member of the senior leadership team, reporting directly to the CEO and COO. Being recognised for robust commercial awareness, with the capacity to identify growth opportunities via B2B/DTC. Leading the development and execution of the long-term strategic plan and priorities, ensuring alignment with company objectives. Collaborating with the CEO and COO to successfully implement and launch our digital on-demand and live offerings across both platforms. Acting as the project lead for the BMF human performance digital platform, catering to key corporate partnerships. Working closely with integration platform providers and meeting technical requirements to ensure all capability needs are met for all users and key partners. Accelerating BMF Digital’s growth within (B2B) Franchisees, (DTC) customers, and Vertical Markets (Corporate, Wellness companies) through an integrated app business model. Creating a digital platform that supports our global expansion plans, offering a quick plug-in solution that caters to country-specific requirements (Currency/Streaming/Languages etc). Developing a high-quality live stream class component to bolster our on-demand digital offering across both platforms. Establishing a reseller portal for vertical market opportunities. Leading marketing campaigns, CRM, email workflows, and events for all our digital users.

The bulk of my responsibilities from my previous role as Global Sales Development persisted, with a primary focus on the UK, Europe, RIMEA, and Independent Markets.Recognised for strong commercial awareness, with the ability to identify growth opportunities via B2B Affiliate and Reseller partnership model In UK/Europe/RIMEA market territory.Lead on the development and implementation of the long-term strategic plan and priorities, ensure plans meet company objectivesCollaborated with Global COO, and Market CEO’s to support individual market requirements and successfully implement, and roll out digital products Les Mills on Demand, Virtual, Immersive As a result of the Covid-19 pandemic given additional responsibilities of managing all Global independent markets that did not have our digital offering. Full digital platform rollout for all independent markets, with full sales training and ongoing support to ensure successful implementation within the market.

Reporting directly to the CEO of Les Mills Media.Managing the growth of Les Mills on Demand. (At home fitness platform) within B2B club Affiliate and Reseller partnership model. Helping LM club partners focus on an enhanced brand experience for their members supporting them with a full 360 fitness journey that includes Live/Virtual/On Demand/Immersive.Drive yearly , monthly budget numbers for B2B club model via various key metrics.Working with market teams and club partners on Incorporating Les Mills On Demand as their very own digital online fitness solution whilst retaining members via a high-quality experience offering.Supporting club partners with an integrated LMOD solution within their very custom app, or current membership opening an extra revenue stream.Monitor LMOD performance on a weekly& monthly basis across global markets on paying subscribers/ trialist/ conversions/ churn rates.Working closely alongside Global COO to ensure market integration and alignment within CX/CXS/IX sales processes and key metrics.Conduct monthly and quarterly calls with market CEO’S, CX, IX and Marketing teams to share Upcoming updates, best practices, market performances, and support needs.Work closely with Head of Technology and team to ensure all platforms are working effectively for club partners, and new club app integration projects for a seamless customer journey.Mange LMOD B2B budget numbers, KPI’s for new paying subscribers, growth of affiliate and reseller partnerships, conversion rates and churn rates.Develop quarterly B2B marketing campaigns & assets to support the growth of new paying subscribers’ numbersDevelop effective sales processes, launch plans and onboarding journey for, key accounts, club partners, independent markets, and their members.Work closely with new territory expansion and implementation of LMOD product training, communications, timelines and sales process are in place, for a successful launch

West London

Reporting directly to the CEO, managing the sales & customer experience teams.Enhanced customer journey, whilst optimising productivity by embedding a new departmental structureDeveloped a new sales structure, KPI's and service delivery for the Outbound /Inbound teamDemonstrated outstanding negotiation skills to proactively secure contracts with numerous key clients, built rapport and forged solid relationships to engender trust and encourage repeat business which led to 80% retention of customersAccountable for the recruitment, training and direct management of the Customer Experience Support team, maximised productivity through ongoing performance monitoring and reviewContinuous monitoring of daily, weekly and monthly daily takings, campaign takings and student numbersIncreased student occupancy and lane efficiency within 40 venues Liaised with Marketing Manager to promote quality lead generation for each venue was planned, with tactical plans in placeImplemented an effective sales process and CRM database management to improve the company’s interactions with current and future customers.Undertook analysis to identify student growths in venues and maximise revenue potentialsContinuous monitoring of web chat’s communications, ensuring we are efficiently responding within the agreed SLA’sKey achievements:• Successfully implemented full sales process, & CRM system within 6 months.

London, Greater London, United Kingdom

Reporting directly to the Instructor Experience Director, managing the Outbound Sales / Inbound Support Team within the Instructor Experience Department.Implemented a brand new Sales function within the Instructor Experience Department to increase the growth of New Instructors, increase attendance on Les Mills programmes and Advanced training modules. Manage Instructor training revenue and targets within the department on different training revenue lines/products.Develop and implement quarterly marketing plans meant to increase sales, revenue and attendance numbers on our Initial Training modules monthly and improve the company’s proposition in the market. Monitor campaigns, research market trends and discover systematic plans to ensure improvement in our Outbound Sales & Inbound support teams . Recruit, train and motivate Outbound/Inbound Tribe Support team, work towards all objectives set within company functions required. Develop and implement effective sales structure, KPI's and service delivery for Outbound/Inbound team.Implement effective sales systems and CRM (Salesforce) database management to improve the company’s interactions with current and future customers. Work closely with the Global marketing team to role out marketing automation platforms to increase conversions of leads/sales within the outbound sales teamWork closely with IT division, to create and implement a new CRM systems in order to make it more efficient and effective and in line with new sales process.Monitor and analyze, daily, weekly, monthly and future pipeline in key areas - Initial Training Sales, Attendance numbers, Advance Training Sales & Attendance, Sales trends, revenue & budget forecasts, Work closely with Customer Experience Managers across the UK to help growth in key territories and support them with key club accounts and there recruitment needs.Manage key training providers, ensure key sales volumes are achieved and sales & marketing initiatives are implemented.

United Kingdom

Reporting directly to the CEO ad working alongside Senior Management Team, manged the sales functions across the UK estate. Develop and implement quarterly marketing plans meant to increase sales and revenue and improve the company’s proposition in the market. Monitor campaigns, research market trends and discover systematic plans to ensure improvement in business development within the financial budgets. Recruit, train and motivate Sales and General Managers; work towards all objectives within HR functions required. Develop and implement effective sales bonus schemes meant to foster hard workers. Conduct internal and executed audits; implement effective sales systems and CRM database management striving to improve the company’s interactions with current and future customers. Work closely with key stakeholders of the IT division, to implement changes in the CRM systems in order to make it more efficient and effective.

Berlin Area, Germany

Reporting directly to COO and Group Sales Director Analysed daily sales data which was used as a basis to predict future membership growth opportunities with club and Sales Managers. Nominated as the Senior Manager to work alongside the Executive Team to develop Standard Operating Procedures for sales process (membership)across Europe. Analysed daily membership revenue specific to each club in the region and analyse strengths and weaknesses within sales process.Support Club & sales managers to improve their member acquisition results. Held daily group meetings with other regions to sync company operations.performed quality audits on CRM ACT and SOP’sConducted monthly sales training teams inclusive of team leaders, club and Sales Managers. Held weekly, meetings with managers to support, motivate, train and encourage adoption of new ideas for member acquisition and sales strategies.

Northampton, Kingston, Northampton, Surrey Riverside Racquets

Reporting to Regional director, and General managers.Responsible for membership growth, training, recruitment and development of the sales teams.Completed weekly acquisition marketing model for the Commercial Director and ensured team execution of the plan driving members into our clubs.ensured that all weekly, monthly & yearly targets related to membership acquisition, retention and revenue was achieved continuously. Worked alongside the Finance Manager to monitor budget spends.Successfully ensured EPA compliance for the club was above 80% and all clubs completed flying start assessments.

Staines, Notting Hill & Northampton

Responsible for the growth of the customer base in the region and maintenance of the customers through quality service delivery. Engaged ground sales teams to implement strategic initiatives to spur sales to a higher level. Actively promoted interdepartmental communication with employees to promote the company’s core principles and objectives. Arranged business specific rates to ensure market suitability to supply products. Analysed performance issues and recommended potential areas of training crucial for new recruits. Held daily conference calls with regional managers to set-up objectives, and report to senior management regarding club welfare.

Isle Of Man

Hounslow, Middx