Led the customer service strategy for UK and Ireland. Setting strategic direction for the development of customer services.Active member of the Executive Management Team. Input into overall local sales and marketing strategy and operational planning.Annual budget responsibility £3 million, 5 direct reports and over 127 FTE responsibility.Operational management for Customer Service, Field Service Technicians, Training and Business Projects.Coordinated product warnings with local… Show more Led the customer service strategy for UK and Ireland. Setting strategic direction for the development of customer services.Active member of the Executive Management Team. Input into overall local sales and marketing strategy and operational planning.Annual budget responsibility £3 million, 5 direct reports and over 127 FTE responsibility.Operational management for Customer Service, Field Service Technicians, Training and Business Projects.Coordinated product warnings with local Trading Standards.Achieved NPS score of 93%Drove business process improvements and new technology implementations, including Live Chat, Call Recording and Resource Planning. Show less

SAP CRM Field Sales Process ImprovementDesign and Build Business Intelligence ReportingCommercial Excellence Development and Roll out

 Responsible for annual strategic planning, process and delivery of cross functional projects. Lead Project Manager, delivering projects on time and budget. Active member of the Executive Management team. Project Lead in implementing Global CRM, system in local organization and improving field sales processes (Accelerated Sales Effectiveness Project). Adopted Lean Systems Thinking with VELUX VPM model and data analysis with Excel. Created and implemented annual review… Show more  Responsible for annual strategic planning, process and delivery of cross functional projects. Lead Project Manager, delivering projects on time and budget. Active member of the Executive Management team. Project Lead in implementing Global CRM, system in local organization and improving field sales processes (Accelerated Sales Effectiveness Project). Adopted Lean Systems Thinking with VELUX VPM model and data analysis with Excel. Created and implemented annual review process to produce strategic and operational planning for V-GB. Show less

 Managed daily operations for Contact Centre taking 500k calls per annum plus 30,000 email and fax communications.  Active member of the Executive Management team. Led dramatic increases in efficiency and effectiveness by evolving the customer service organisation from 14 teams to 1. Managed operational plans for continuous improvement and managed the day to day running of the Operations centre. Delivered improvements year on year through Lean Systems Thinking approach… Show more  Managed daily operations for Contact Centre taking 500k calls per annum plus 30,000 email and fax communications.  Active member of the Executive Management team. Led dramatic increases in efficiency and effectiveness by evolving the customer service organisation from 14 teams to 1. Managed operational plans for continuous improvement and managed the day to day running of the Operations centre. Delivered improvements year on year through Lean Systems Thinking approach. Designed workflows from the Customers perspective and reduce levels of waste. Successfully coordinated 3 product recalls to completion. Built, led and developed a team of 7 direct reports and total Customer Service team of 80. Show less

 Member of the Operations Management team. Implemented major change programmes and Lean Systems Thinking.  Led the development of Technical department skills. Developed team communication skills to facilitate communication to all customer groups. Responsible for key account customers price files.

 Prepared financial accounts to audit status. Delivered IT systems support. Key account responsibility for main contract. Managed stock control, orders, pricing and invoicing.