Phil Rowley Email & Phone Number

Mancheater

Manchester, England, United Kingdom

Responsible for the safe and efficient production of our cylinder population across 12 UK sites to meet Customer needs.

Manchester, United Kingdom

• Fully accountable for Customer Service strategy and service delivery across a £1bn UK business with ~230 staff and £11M cost budget. Ireland Service Centre dotted line in. I also represent UK region in sharing best practice globally in Linde Plc £15bn, 60K employees.• Through leading a change programme, I challenged current thinking and harnessed ideas such as leveraging technology, increasing automation and web adoption, prioritised and ensured robust implementation through progress reviews, resulting to reduced costs by 18% £2.4M whilst maintaining service levels. The whole team, including myself really learned the art of the possible.• The level of engagement and motivation across the centre was low, I developed the Centre strategy, engaged with internal and external stakeholders, developed current and future state across whole agenda including people plans. I also engaged with Investors in People who objectively measured our journey. Employee engagement and motivation increased from 40% to 72% (highest in our UK business) and we were awarded Investors in People Gold.

Manchester, United Kingdom

• In addition to my existing role I took on additional responsibility Feb 16 to Jan 17 during recruitment of Sales Director for UK industrial cylinder and bulk sales, circa 180 FTE across field, phone, key, managed and programme accounts. I lead the UK sales Managers with credibility, challenging behaviours and performance, adding rigour. The result was doubling the new business win rate in 3 months.

Manchester, United Kingdom

• Fully accountable for Customer Service strategy and service delivery across a £1bn UK business with ~230 staff and £11M cost budget. Ireland Service Centre dotted line to me. I also represent UK region in sharing best practice globally in Linde Plc £15bn, 60K employees.• Accountable for end to end order to cash activity (orders, queries, billing, cash collection, payment processing, asset management, customer master data, sales support and field operations) across multiple channels eg. phone, web, mail, chat. Also responsible for technology and applications, resource planning (WFM) training / talent development, quality and SHEQ / facilities as site landlord for ~400 FTE. • Front office service levels were significantly below target and back office further potential. I challenged the status quo, engaged stakeholders, developed plan, reviewed progress, the result was 40% increase in service levels for front office evidenced through customer feedback/survey and generation of best in class performance for credit function, DSO reduction to 37 days.

Worsley, Manchester

• Responsible for Credit Management, Complex Query and Assets across a £830M UK business• Clearly articulated vision and key priorities for department, significantly enhancing communication, engagement, demonstrated through performance and survey results• Delivered 3 years step change performance in all debt and queries KPI’s on already well regarded department, through successfully motivating and coaching team to lead change• Lead role in driving improvement in OTC processes in UK and Ireland by taking on Regional Process Owner responsibilities incorporating audits and KPI reviews• Valued member of global OTC steerco and recognised globally for OTC knowledge by leading knowledge sharing sessions with global process owners / peers.

Manchester, United Kingdom

• Following global merger, approach to continuous improvement unclear, so I engaged with stakeholders and developed global Six Sigma Strategy, recognised by CEO and Global Six Sigma Director as best in class• Completed MBB training, further advancing my change management, coaching and project management skills, identified high potentials and led belts to deliver benefit £5.5M• Certified black belt having delivered savings of £520K across two national projects.

• Management of 85 customer service staff and training dept• Order service levels lacked consistency and significantly below target for some 6 years. I quickly identified issues, challenged, coached to enhance capability and motivated my team, resulting in service levels increasing by 35%, consistently achieving target and improved customer survey feedback. • I identified operational inefficiency in wider business, engaged Director to deliver cross functional project, reducing over-ordered cylinders by 330K with a £341K saving and greater availability.

• Led continuous improvement programme across £820m business, industrial, medical, special gases, customer service and retail businesses.• Conducted cross functional strategic review, coached and recognised CI champions, resulting in dramatic increase in engagement in CI activity, improving service and efficiency, reducing costs circa £2.1M. Recognised success through national CI awards. • Launched the Customer Service Measure across the UK significantly improving visibility of service failures from order and operations through to cash. Output adopted as global BOP.

Wolverhampton, United Kingdom

• Responsible for £5.6M P&L, 24 employees across six sites, £7m worth of assets• I revitalised longstanding team through coaching performance and removing underperformers• Exceeded profit targets by reducing cost to serve and growing sales through partnering with OEM’s and exploiting growth opportunities • Led Dual Product Innovation project resulting in £700k new growth and BOC Group Innovation Award • Following restructure, managed integration of adjoining business ~33% increase in team/fleet size following structural changes without IR/morale issues and ensured BOP practices adopted

Midlands

• Led strategic review of portfolio in collaboration with Marketing to maximise value / growth opportunities• To drive growth, I initiated negotiations with JCB, led cross functional team resulting in a £5.4m contract for 700 cylinders, 15 bulk vessels across six customer sites, the largest competitive win for 30 years.• I doubled profitability through innovative billing offers, billing per unit of production rather than unit of gas, in parallel utilising BOC Gas Management expertise to minimise our costs

East Midlands

• Achieved new business gain exceeding target by over 200% on largest UK territory of £4.3M • Involvement in business workgroups to resolve operational and commercial issues resulting in substantial cost savings and reinforcement of services to customers

Executive Leadership Development

Global Leadership for high potentials, high performing leaders, covering leadership styles, coaching, mentoring, change management.

Marketing, Post Grad Diploma In Marketing

Obtained Post Grad Diploma in Marketing whilst studying MBA at Cranfield School of Management.... and working full time.

Mba

Activities and Societies: Founding Father of the Cranfield Golf Society... a bunch of us meet up each year to catch up, have a few beers.

Bsc Hons, Economics And Geography

10 Gcse'S And 4 A Levels

4 A Levels, 10 GCSE's