Richard Eglin Email & Phone Number

Peterborough, England, United Kingdom

Peterborough, England, United Kingdom

Successfully Project managing digital COVID-19 implementations (Dr to Patient video consultations / Waiting list reduction / New patient referral system / Digital communications). Leading the production, enhancement, implementation and regular review of service development & transformation plans. Managing expenditure against agreed budgets, and identify any actual or potential deviations, escalating as appropriate. Motivating, leading and managing operational teams to support development and high-quality service delivery.

Responsible for Customer Experience, together with Operational Management and full budgetary control. Member of the Senior Leadership Steering Group. Leading the transformation and successful migration to different web platforms on four occasions, requiring significant stakeholder management and ability to meet deadlines. Introducing the concept that “Every single customer matters” into the Online organisation, creating true customer obsession. Drove a reduction in returns and cancellations through content adaption made possible by data-driven analysis of the customer journey taking into account all shopping channels. Successfully implemented new customer experience technology / tools / features used within the team to enhance the customer experience (including but not limited to; Paypal, SessionCam, LiveChat) Integrated Online and Store awareness of a customer utilising both touchpoints throughout their shopping experience and how the two need to be more greatly aligned to accommodate the customer journey. Negotiation with third party suppliers. Developing the Operations team to explore future career opportunities. Analysis of key customer data to make a case for change, with follow up to ensure that we can see the benefit of change. Continuous iterations to further enhance the experience. Managing Forecast, Operational and staff costs together with Profit and Loss reporting. Influencing key stakeholders nationally and globally.

Within the Contact Centre, leading 7 Team Leaders with 84 indirect reports. Responsibility for workload and resource forecasting and meeting KPI’s. Working with colleagues across the UK and Ireland to act on root cause of detrimental customer experience. Building strong reporting measures to drive the performance through the team. Key member of the Operational management team. Influencing matrix managers and stores to establish enhance working practices. Inspired co-workers across the Customer Support Centre through training and development programmes

Instigated a more profitable client charging structure. Project management with major clients (Financial Times, EMAP, Bauer Media). Establishing process and procedure guides to maintain consistency and standards. Member of the Executive board providing input into strategic initiatives and aiding company development. Leading a team of customer experience specialists and web designers.

Joined the company one month into the launch. Project managed new product launches (Christmas Trees and Flower bouquets). Management of fulfilment operation. 4 direct reports and 40 indirect reports. Implemented key solutions for process development with strong leadership. Produced a working process document for both the Customer Service and Distribution Department. Lead the search and implemented an outsource contact centre to provide 24hr cover Part of the senior management team Strong stakeholder relationships formed

Aat 3 Year Part-Time, Accounting, Pass

Btec, Business And Finance, Pass

Education record