Richard Grey Email and Phone Number

Implemented and managed the execution of targeted marketing strategies to increase trial conversion and revenue. Responsible for all aspects of the OTM channel including cost, vendor relations and direction of the business tactics• Built relationships cross functionally, presenting strategy and key learning's of OTM channel at all levels of the organization (Executive Team, Org. Town hall and Departmental meetings)• Developed annual channel strategy/OKR and operating budget to ensure alignment and execution across the organization and third-party vendor• Managed cost under budget, by proactively forecasting hours and working with partner to ensure dial mode efficiencies• Marketing Lead for Sales Gen; coordinated resources for Content, Digital acquisition, Lifecycle and PR

Strategically managed the Take-Out & Delivery channel, improving segment marketing, operations, revenue and CSAT. Focused on driving value and optimizations for Franchisees (account stakeholders) to drive profitability and scale channel growth.• Presented at regional Franchisee meetings across the country to provide business update and engage with Franchisees (stakeholders)• Facilitated at the National Leadership conference back to back workshops regarding best practices for Take-Out & Delivery and future state for the channel• Designed the 2018 National Take-Out & Delivery strategy which focused on an SaaS model, Ease of ordering, Call Centre implementation and in restaurant workflow improvements

Transformed a 24/7 critical incident support centre within the Protective Services industry. Introduced best practices in forecasting/scheduling, training, employee performance and quality assurance. Developed key relationships with stakeholders (Major banking institutions) by displaying value of the centre and its role within their security success.• Developed the first annual operating plan that focuses on people, process and systems to implement strategic objectives at the tactical and operational level• Enhanced the Call Centre management structure, by promoting an additional resources and modifying WFM to provide greater management presence and increased line of sight on operations• Restructured the department at the associate level, by removing low performers and increasing engagement to build a winning team and culture

Within the utilities SaaS vertical, I managed and implemented Contact Centre strategies, best practices and delivered improvements of systems, processes, employee engagement and workforce optimization. Managed client relationships with utility vendors through on-boarding to escalations.• Led a growth increase in business through project management methodologies and enhanced efficiency, to ensure smooth transition of new clients• Oversaw the performance management of one supervisor and seventeen direct agents to provide high quality support and client service• Implemented a direct cost structure by streamlining labour and presenting a plan for growth opportunity, making call centre revenue neutral

Managed IT & Facility Support services for 600 franchise and corporate business units, as well as two corporate offices. Exceeded major KPI’s in resolution and recovery times for critical incidents. Engaged with Franchise network, nationally to demonstrate value for the service and reduce voluntary churn.

Managed the Take-Out & Delivery services for Swiss Chalet brand, which included client services, order processing and market development. Delivered top line revenue for the Franchise network and EBITDA for the brand. Built relationships with franchise network to expand market growth and scale the delivery channel.