Responsible for overseeing the Global Partnerships GTM strategy specifically in the US, UK and ANZ markets, daily responsibilities including but not limited to:- Source, define, negotiate and sign strategic partnership deals, then manage these relationships through execution- Driving partner attributable lead sharing with integrated and non-integrated partners- Partnering closely with product to shape the platform roadmap- Partner with marketing to align our GTM message and execution- Identifying and developing new partnership opportunities in-line with the company vision - Working closely with sales to identify opportunities where to maximise lead to close rate- Align closely with our partners to ensure mutual objectives are set and achieved- Manage annual targets to achieve yearly company revenue objectives - Manage the KPIs for the partnership teams to achieve short, medium and long-term growth targets- Build a successful partnership team through recruitment, management and mentoring- Successfully built strong partnerships with several well-established businesses in all key markets

Developing and implementing a customer-centric strategy: Lead the development and execution of a comprehensive customer-focused approach aligned with the company's goals and objectives. Building and managing customer relationships: Establish strong relationships with key customers, understand their business requirements, and acting as their primary point of contact. Proactively engage with customers to identify opportunities for upselling, cross-selling, and renewal of contracts.Driving customer retention and loyalty: Develop and implement programs and initiatives to enhance customer retention and loyalty. Leading customer success teams: Oversee and guide customer success teams responsible for onboarding, training, and supporting customers.Collaborating with cross-functional teams: Work closely with sales, marketing, product management, and other internal teams to align customer strategies. Monitoring industry trends and customer insights: Stay abreast of the latest technology trends, market dynamics, and customer insights. Use this information to identify opportunities for innovation, anticipate customer needs, and drive continuous improvement in products and services.Tracking and reporting customer metrics: Establish and monitor key customer metrics, such as customer satisfaction scores, retention rates, and revenue growth. Provide regular reports and analysis to the executive team to track progress against customer-related goals and initiatives.Advocating for the customer: Act as a customer advocate within the organization, ensuring that customer feedback is incorporated into decision-making processes. Influence product enhancements, process improvements, and overall business strategies to better serve customer needs and expectations.Managing customer escalations: Handle escalated customer issues and complaints, ensuring timely and effective resolution.

Responsible for the overall delivery of client-based projects within the Zonal Marketing Technology business which includes products such as (but not limited to) liveRES Event Management, liveRES Table Management, liveRES Reservation system and multiple ordering platforms such as Order & Pay (as advertised by JD Wetherspoons and Greene King) and Click & Collect (as advertised by PizzaExpress). Additional role responsibilities include… • Provide effective leadership, program and project management to a wide number of projects including monitoring and controlling all financial, programming and advise line management and project committees at the earliest opportunity of significant risk or issues as appropriate; all in accordance with the responsibilities of the respective Project Managers.• Develop and maintain formal procedures and policies, covering all aspects of how the team operates and how projects are planned and executed.• Provide strategic direction and leadership for the project delivery team.• Ensure that projects are delivered in a cost-effective and financially sustainable manner against targets agreed with the Director of Projects and the Commercial Director.• To develop and agree (with the Director of Projects) objectives for the department• Promote a culture of pro-activity, innovation, transparency, collaboration and flexibility in all aspects of the work within the project team. • Work with other Heads of Department to ensure that services are delivered in a joined-up manner.• Play a central role, in conjunction with the Director of Projects and other Heads of Department within the business, in forward planning and strategy development for the wider team.• Maintain appropriate internal and external networks.• Ensure that there is appropriate and accurate management information available to all those who need it, covering all areas within the remit of project delivery.

Responsible for planning, analysing, delivery and implementation of improvements to the current IT suite which includes both retail and digital products/systems ensuring that they are fit for purpose while adding value to the business and our customers. • Build an in-depth understanding of key retail products, how they work, how they add value and what their shortfall is• Gaining an in depth understanding of key business areas to understand where our technology products can add greater value• Analysing business and IT requirements in relation to both new existing retail systems and digital products• Review issues and understand opportunities in order to provide continuous improvement• Identify and manage the delivery of change requests in accordance with agreed processes (including CAB)• Work with internal stakeholders and 3rd party suppliers to identify suitable solutions to deliver new functionality • Understand and improve where necessary ways of working with our suppliers in order to manage requests and deliverables in an efficient and timely manner• Challenge and improve ways of working in order to embed system changes• Create implementation and communication plans for stakeholders in order to deploy change successfully

Responsible for analysing, defining, delivering and quality assuring new IT systems or enhancements to existing systems in line with approved pre-defined requirements set by the functional business areas. • Establish and maintain strong working relationships with key contacts at all levels across the business (including board members)• Provide a support service to the Applications Support and Infrastructure Service departments where problems are identified which cannot be resolved by those departments• Produce project plans and project documentation (including technical specifications) according to the approved standards and processes for the software development life cycle specifying goals, development timescales, resource requirements, risks, issues and contingency plans• Work with technology experts to identify and recommend improvements to supporting technologies• Sign off User Acceptance Testing results and communicate results of requirements validation to Release Management• Adapt complex technical language and translate it into more meaningful and user friendly terminology

• Management of the Business Systems Team by developing and motivating members of staff and leading by example• Review and analyse call data using customer complaints to identify pain points within the systemic journey and implement preventive action• Project manage contact centre releases allocating resources according and managing workloads ensuring milestones are achieved • Oversight of business testing prior to system releases ensuring operational requirements are met and exceeded where possible• Ensure operational change request benefits are tracked following implementation of new or additional functionality • Identify and facilitate continuous improvement opportunities and monitor progress• Manage severe hardware and/or software outages within the contact centre operation ensuring lead users are fully engaged with business continuity processes and any user recovery activities • Prepare weekly & quarterly business reports for Senior Management

Provided project support to the various project managers during the transition stage of two order management systems • Assisted the Project Manager with various go live activities during the transition & business change period in the contact centres (multiple sites)• Designed and delivered training materials to the SME’s and operational teams• Supported the whole project team by undertaking various transition specific tasks, such as tracking and updating the RAG statuses• Work alongside the contact centre, project team and I.S. support to optimise the resolution of transition related issues and minimise the impact of transition on colleagues and our customers• Investigate and highlight potential system defects to the PM which have been raised by the SME’s• Provide regular project updates to senior lead users, Transition Support Manager’s and the Project Managers• Regular interaction with key stakeholders from the contact centre to ensure a smooth transition of the Fleet/ATB phase of the Sterling Programme (supply chain changes)• Identify key IS stakeholders and support with the effective project delivery of Sterling ecommerce (OM system)

Responsible for managing the operational performance and relationship between Home Retail Group and third party suppliers who deliver products directly to the customer. Managed multiple garden building suppliers during the peak seasonal period, successfully achieved record breaking commercial results and delivered exceptional customer service ensuring outstanding levels of customer retention• Manage and develop the total service operation to achieve specified profitability, customer service and growth targets• Central point of contact for new and existing suppliers to ensure that the business suffers no losses through poor administration or mistakes of third parties• Responsible for maintaining, issuing and adherence of the service level agreement between Home Retail group and the suppliers• Coordinate promotional activity to ensure the customer promise is always fulfilled• Create and carry out supplier immersion days for new suppliers • Discuss, agree and develop new processes and procedures with various levels of stakeholders• Attend product selection meetings with HRG trading teams to ensure selected suppliers are suitable for the Supplier Direct model in preparation of upcoming catalogue launches• Carry out assessment on potential new suppliers using a pre-defined process • Plan and coordinate catalogue launch for new and existing Supplier Direct suppliers

Provide administrative support to the Supplier Fulfilment coordinators • Communicate with suppliers on a daily basis via telephone or written communication• Assist the coordinators during catalogue launch• Data Inputting• Discuss, agree and develop new processes and procedures with all parts of the business• Assist the Supplier Direct Fulfilment Coordinator in developing the total service operation to achieve specified profitability, customer service and growth targets• Communicate delivery service performance to the Direct Despatch suppliers• Central point of contact for day to day enquiries for both new and existing suppliers • Creation of Microsoft Access databases and Microsoft Excel spreadsheets• Provide support to both the Sterling team and suppliers during the transition of SDF products to the new order management system (Sterling)

Provide customer service to Argos and Homebase customers received by phone calls and/or written correspondence