Sam Macfarlane Email & Phone Number

Coventry, England, United Kingdom

•Lead and develop the Voice of customer feedback programme to ensure insights are being collected and shared consistently for all digital channels and brands•Lead the continuous improvement of operational site monitoring capabilities across all Sainsbury'sDigital Channels•Work with brand leads to maintain a central view of change across all Digital Channels and ensure broader business risks and priorities are represented•Lead the expansion and improvement of the… Show more •Lead and develop the Voice of customer feedback programme to ensure insights are being collected and shared consistently for all digital channels and brands•Lead the continuous improvement of operational site monitoring capabilities across all Sainsbury'sDigital Channels•Work with brand leads to maintain a central view of change across all Digital Channels and ensure broader business risks and priorities are represented•Lead the expansion and improvement of the Quality Assurance team•Define, agree & manage project milestones on key cross-brand priorities, or seasonal initiatives, that require collaboration to support the business agenda•Drive, review, and improvement in ways of working within the Site Operations team to drive efficiencyCoordinate with SMEs to deliver training to the broader SiteOps team•Develop & maintain a communications programme to ensure all comms sent out by the team are appropriate, informative, and relevant.•Own and govern process documentation ensuring it is kept up to date and accurate•Maintain the Business Continuity Plan and documentation for Sainsbury's Ecommerce Operations•Provide assistance to individual brands when additional operational support is required•Provide out-of-hours emergency operational support on a rota basis with leadership team•Deputise for Site Ops Manager as and when the need arises Show less

United Kingdom

• Working with the contact centre, external service providers, and internal brand teams to help identify and resolve recovery issues, providing information and communicating the route cause. • Supporting the recovery manager to ensure that new initiatives are supported from a recovery BAU perspective and providing SME & Knowledge support.• Line Manangement of 9 recovery administrators.• Actively seek and put in place large scale recovery solutions, that are fit for… Show more • Working with the contact centre, external service providers, and internal brand teams to help identify and resolve recovery issues, providing information and communicating the route cause. • Supporting the recovery manager to ensure that new initiatives are supported from a recovery BAU perspective and providing SME & Knowledge support.• Line Manangement of 9 recovery administrators.• Actively seek and put in place large scale recovery solutions, that are fit for purpose and are putting the customer first, within major incidents such as product recalls, weather fails & large scale promotional issues. • Work closley with senior teams to effectively communicate recovery activity being taken and reccomend where improvements can be made to enhance the customer journey. • Build and Maintain relationships with cross functional teams to ensure a joined up approach to recovery activity. • Work with operational teams to identify and trends and major customer issues, so that we can manage the recovery and communicate effectively with customers to reduce a negative impact. Show less

Widnes

• Develop, maintain and evolve ‘always on’ reporting on the demand landscape of each brand in the Contact Centre portfolio ensuring that reports are standardised, accurate, up to date, relevant and clear• Proactively keep each business area informed of “what’s changed”• Produce deep dive insight into customer pain pointsMap and maintain Contact Centre customer journeys and associated reporting• Enhance the analytical capability of the team, supporting the aim of… Show more • Develop, maintain and evolve ‘always on’ reporting on the demand landscape of each brand in the Contact Centre portfolio ensuring that reports are standardised, accurate, up to date, relevant and clear• Proactively keep each business area informed of “what’s changed”• Produce deep dive insight into customer pain pointsMap and maintain Contact Centre customer journeys and associated reporting• Enhance the analytical capability of the team, supporting the aim of building a more predictive/prescriptive/future focused suite of outputs•Prepare standalone reports or data which feed into wider projects working across a broad range of data sets from operational MI, speech analytics, complaints, livechat/social media/e-mail and text analytics, Customer Satisfaction Surveys etc.• Present root cause analysis to identify/bring to life specific customer issues/reasons for dissatisfaction/causes of contact• Develop and maintain an understanding of the Contact Centre Operation, key performance metrics and work with MI peers to ensure their output is layered into team outputs• Support the development of regular Trading Board pages, associated weekly summaries and other set piece reporting. • Analyse the impact and/or effectiveness of specific events, promotions and business change initiatives across the Contact Centre operation• Develop and maintain a knowledge of the brands and, with peers, establish a mechanism for monitoring changes in service at key competitors/customer experience leaders in other sectors• Proactively identify potential improvements to the Business Intelligence process/ways of working and toolkit, making clear recommendations and supporting any subsequent business cases• Support the testing of technology changes/upgrades which impact the team’s toolkit• Support the Business Intelligence Managers in championing a data/business intelligence led culture which has the customer at the centre of decision making Show less

Widnes, England, United Kingdom

• Create a team culture that lives and breathes the valued behaviours and focusses on understanding and delivering the contact centre service expectations• To lead, motivate and engage all team members, to consistently deliver high quality and productivity results, culminating in great customer experiences• Manage a broad range of key performance indicators, to deliver on target or above performance across individuals and the team. E.g., Quality / CSAT, FCR / CRS, Productivity /… Show more • Create a team culture that lives and breathes the valued behaviours and focusses on understanding and delivering the contact centre service expectations• To lead, motivate and engage all team members, to consistently deliver high quality and productivity results, culminating in great customer experiences• Manage a broad range of key performance indicators, to deliver on target or above performance across individuals and the team. E.g., Quality / CSAT, FCR / CRS, Productivity / AHT, Absence / Attendance, Regulatory Compliance / Process Adherence and Colleague Engagement / Development• Utilise business intelligence to identify performance exceptions across all areas of a colleague’s performance, and work with the Performance Coach Team to understand the root cause of these issues• Utilise time effectively, deploying exception-based coaching of colleagues, as a way of prioritising outcomes which address any performance concerns • Address underperformance fairly and consistently in line with policy and process, providing end to end support and by utilising coaching, objective setting and by following the managing for improved performance framework, to drive better outcomes• Identify and develop talent within the team and department to build succession plans, running individual and team development sessions to achieve this• Identify barriers to delivering great customer service outcomes and make suggestions, escalate and hold contact centre support functions to account as appropriate, to deliver resolutions • Know and be accountable for the performance of the department, using work force optimisation tools and business intelligence to monitor adherence and performance in real time. Work in conjunction with Operational Leads and Resource Planning Analysts to drive actions which maintain and improve service levels and contacts answered, or that utilise availability Show less

Widnes, England, United Kingdom

Leading a team of upto 66 colleagues. Ensuring the health and safety for our colleagues is paramount. Delivering Induction Training including retail law and Health and Safety compliance checks. Heavily involved in recruitment process’s. Allocating daily tasks to the colleagues and leading the store in a confident manner to provide our customers with the best possible service.

Widnes