· Accountable for the end-to-end delivery of allocated project and workstreams to scope, time, quality and budget (typically (£1-5m).· Oversee the delivery of the project(s) from initiation to completion, developing end-to-end project plans, following TalkTalk’s Change Framework.· Establish and maintain the overall project plan, key milestones and work packages, ensuring clear accountability and ownership across the stakeholder group.· Identify and pro-actively manage risks, issues and dependencies, escalating as appropriate.· Provide potential resolutions to problems, project changes and resource constraints.· Set up and manage appropriate project governance, including SteerCos and reporting.· Engage project stakeholders through effective communication and reporting.· Work with change colleagues (UAT and Business Readiness) to ensure planned project deliverables are fit for purpose and successfully accepted into service.· Establish and execute project comms plan; overall reporting of progress, issuance of project documentation, key messaging, pre / post -implementation comms.· Conduct end project evaluation to assess how well the project was managed.· Ensure lessons learnt are factored into future projects.

Overall responsibility for global telco change and transformation projects.I identify, recommend and deliver enhancements to the day to day operations of retail businesses resulting in significant ROI and uplift in customer experience. These initiatives range from quick win engagements to large full store re-designs.Current active projects in Canada, Caribbean, Saudi Arabia, South Africa.Who are Maplewave?Headquartered in Dartmouth, Nova Scotia, Maplewave’s global footprint includes major footholds in South Africa, the U.K. and Dubai.Maplewave is the premier provider of software and retail optimization services for the telecommunications (telco) industry. Since the early 1990s, we’ve purpose-built our products and services to solve telco’s unique challenges. Our offerings transform our customers into market leaders by giving them unparalleled insight into every aspect of their retail operations and delivering an enhanced customer experience.Amplify Your Retail PerformanceAt the heart of Maplewave is our proprietary Amplifier process. For businesses that are struggling to remain competitive or are just trying to understand what comes next, our consultants offer thought leadership and expertise on all aspects of their business to hone their strategic direction.If you would like to discuss how I can help transform your retail business then lets connect

• Focused consultancy transforming businesses in all Retail sectors globally• Responsible for the successful delivery of client projects across the U.K. & Ireland

• GTM Transformation & Planning business owner for all system capability based projects• Project managed the delivery of a new queue management and appointment booking system (Qnomy) across 480 stores, online & contact centres. The solution grew sales, reduced wait times and enhanced the customer experience• Project managed the rollout of a new Workforce Management (Kronos). Reduced the need for manager manual intervention by 1k hours (per annum) & delivered substantial cost savings• Business lead for the launch of home broadband. Overall responsibility for executing this new service into the retail estate (launched 2015)• Delivered efficiency improvements to the “order online collect in store” journey. This process change reduced cost and took handset collection times from 2 days down to 1 hour• Co-ordinated and delivered the customer care plan, leading to 900K reduction in calls to the contact centres and an 11-point uplift in the Net Promoter Score within a 12-month period• Identified and implemented the rollout of 100 additional fixed tills into the Vodafone store estate. This project delivered a 15% uplift in connections whilst reducing wait times

• Oversaw the implementation of the Vodafone Retail Inspiration Programme• Led a team of 5 Implementation Managers in the delivery of 150 new style retail stores• Directed the day to day operations of the refit programme• Created and managed monthly status reports• Supplier account management: Fujitsu, Stylographics, MTI Checkpoint, Invue Security• Led the execution of a new handset security system; reducing theft whilst driving NPS

• Led the day-to-day operations of a busy high street retail store delivering over £1 million profit annually• Exceeded monthly revenue and profit targets for new activations, pay as you go, flex pay activations, renewals, and accessory sales• Recruited new team members; Provided training programmes about Vodafone product & services• Proven track record in progressing talent within the organisation• Ensured that each and every customer was provided with a superior customer experience• Won multiple awards and incentives including “Customer Experience Store of the Year”