Rob Moss Email & Phone Number

Bolton, England, United Kingdom

Responsible for driving key commercial objectives of the AO mobile division (Mobile Phones Direct), supporting all aspects of our mobile network relationships, and delivering commercial and contractual obligations within the UK mobile marketplace.My key responsibilities are• Category Management of SIM Only across all channels for Mobile Phones Direct including commercial negotiation of investment and tariffs to drive incremental market share. I achieved a 34% volume increase through online execution and securing the suitable range for our customers. • Developed & enhanced relationships securing exclusives and preferential investment and propositions for our customers to address all customer segments and trends.• Identified and exploited tariff and proposition opportunities across all categories and channels, optimising network sales volume and value.• Worked with our Networks daily to drive performance, identify & execute corrective actions where appropriate and support all aspects of the day-to-day management of our Network partners.

Newbury, England, United Kingdom

Tasked with managing the introduction and development of an automated reporting solution to provide the business with meaningful accurate mobile network trading insight and performance previously unavailable. I have successfully delivered an automated solution resulting in an 82% reduction in the time required to provide order level network insight, whilst increasing accuracy due to the removal of manual processes previously required to provide this critical insight. My key inputs and achievements are:  Successfully delivered daily automated trading margin data and reporting now used throughout the AO family to manage and report the mobile business performance. Designed, implemented and agreed policy and processes with stakeholders across multiple business areas to feed in commercial information critical to providing accurate data and reducing the manual tasks previously required. I achieved this by building strong relationships and sharing knowledge. Managed the transfer of the mobile network tariff management process from finance into the Trading function. This process is critical to ensure we receive the correct revenue and a return on our customer contract upfront investment.

Various Uk And Offshore Locations

Responsible for management of a large group of Insight analytics (11 FTE) and operational process teams (72 FTE), based both in the UK and India. My remit was to deliver against business critical SLA’s, and management of ever changing priorities to ensure customer impacting processes and analytics were delivered within required timescales. Key achievements:  Ied the transition to centralise the team locations, resulting in OPEX savings of over 251k per annum. I managed this change through gaining initial business case sign off, through to recruitment, training and dual run.  Following the purchase of Cable & Wireless Worldwide, Transitioned the credit and collections admin and data analysis teams into the Vodafone estate. This resulted in the department becoming the first in the company to fully integrate the processes and structures of both businesses.  Awarded one of 22 Vodafone Global Hero recognition award. I was nominated for my willingness to take on extra responsibility and the seamless transition of the Cable & Wireless credit and collections admin teams and processes. This department became part of my permanent daily responsibilities.

Didsbury, Manchester

Responsible for the management of the Partner Insight team of 4 Commercial Analysts. Provided insight for both our internal sales, Customer Operations, Credit Control, Commercial teams and directly for our external indirect partners, enabling our dealers to manage their Vodafone customer base in line with company strategy and targets.  Provided expert data solutions; maximising efficiency, accuracy and relevance of data, enabling stakeholders to make the decisions that matter quickly and with complete confidence.  Base reporting, modelling and forecasting to support call scheduling and resource planning.  Creation of reports, forecasts and trackers to model commercial and business scenarios, as part of determining future strategy and tracking current performance.  Provide Marketing analysis and campaign forecasting/reporting using commercial awareness to advise on feasibility of campaigns.  Designed and implemented a 360 workflow system to manage insight request and prioritise workload cross functional based on business benefit.

Newcastle-Under-Lyme, England, United Kingdom

Working for the Direct Business including call centre telesales and web site performance for both the Phones 4u and Dial-a-Phone brands. Commercial analysis and production of product performance and margin reports.  Provided the business with complete insight into the drivers of order conversion through comprehensive analysis and close collaboration with the appropriate functional teams.  Developed and improved flexible reporting systems that can easily adapt with the changing need of the business.  Introduced automated daily KPI dashboard summaries to aid key trading decisions. This enabled the Head of Trading to identify trends and make quick decisions, which resulted in both increased profitability and market share.  Provided key input into the design and layout of new report requests to ensure stakeholders needs were met.

Working for Business IntelligenceWorking with each area of the business to review reporting requirements including prioritisation based on financial benefit and/or customer experience improvements.Manage the workload of reporting analysts in line with priority.Report rationalisation / Demand management to ensure no duplications of requests and internal customers can self serve from existing reporting.

Working for Business Intelligence.Management of the monthly sales commission production process to calculate the commission payments for 800 + sales agents over 3 sitesDrive month end process improvements resulting in efficiency savings.Liaise with key stakeholders to advise/specify on reporting capability requirements.Develop new reports and investigations/analysis to meet business requirements using a variety of data reporting toolsValidation of reports produced by other Analysts in the department to ensure data accuracy and the departmental standard is constantly achieved.Provide technical support to Analysts and Business Analysts within the department.

Working for Customer Relations / Complaints.Analysing Customer complaint dataDevelopment of the Agent quality database used by Auditors to score the quality of agent workAdministrator for several database systems including complaint logging and call monitoring systems.Designed and delivered agent productivity and performance reports. Produce weekly reports to be used for complaint feedback into the business to highlight problem processes.Provided ad hoc reports when required within a suitable timescale to ensure maximum benefit to the business.