Sam Smith Email & Phone Number

London, England Metropolitan Area

Managing Director at Clearcast, who’s primary duty is to work with advertisers and agencies, on behalf of ITV, Sky Media, Channel 4 and Warner Media to get ads to air. We ensure ads don’t mislead, cause harm or offend and this is judged against the BCAP and CAP Codes. We also enable advertising in many other ways like our award winning Training Programme, the Copy Development service, providing systems to facilitate advertising booking and TV administration.

London, United Kingdom

I lead and manage Audience Services, the front door for the public into the BBC. We provide 17 services, from Ofcom regulated Complaints processes, applications for tickets, technical support for iPlayer, Actionlines (“if you’ve been affected…etc”) and more. The service is outsourced I manage the 3rd party supplier. I also ensure that all insight generated is used effectively within the wider BBC. Internally I also manage a team of 21 BBC staff dealing with escalated complaints, insight… Show more I lead and manage Audience Services, the front door for the public into the BBC. We provide 17 services, from Ofcom regulated Complaints processes, applications for tickets, technical support for iPlayer, Actionlines (“if you’ve been affected…etc”) and more. The service is outsourced I manage the 3rd party supplier. I also ensure that all insight generated is used effectively within the wider BBC. Internally I also manage a team of 21 BBC staff dealing with escalated complaints, insight generation, technology and contract management.Other Responsibilities • Member of the Editorial Standards Complaints Committee, Strategic Contracts Board, Business Continuity Community and the Audiences Management Team• The team liaise with independent regulator Ofcom (previously BBC Trust) • Own the Customer Satisfaction Survey and use its results to drive improvements• Created and now manage two wider roles operating across the Audiences team – ‘Editor of the Audiences Portal’, & ‘Audiences Supplier Relationship Manager’.• Covered the ‘Director of Audience’ role for 9 months• We support key business initiatives such as Sign-In on iPlayer and GDPRAchievements• Led the EU regulated procurement of the Audience Services contract (one of the BBC’s ‘STAR’ contracts), negotiating vfm and service improvements • Post procurement we are currently re-platforming the whole service – a large and complex technology transformation project• I work to improve customer satisfaction, & am particularly proud of the changes in ‘Enquiries’ and ‘iPlayer Support’, where customer satisfaction has seen strong improvements• I have introduced new services such as Webchat and Social Support• Anything can happen on Live TV and we are always prepared for crisis management• I am a confident award winning conference speaker, and have spoken at the Customer Contact Association, Global Sourcing Association and Market Research Society Show less

Responsibilities:- I led a team of 10-14 researchers working on everything from iPlayer, to Red Button and Mobile- We worked with technology and marketing teams on business cases, functionality, branding, marketing and measurement of technology products.Achievements:- My teams work was instrumental in the launch of BBC iPlayer - both in getting permission from the then BBC Trust to launch the product but also working with the team in shaping the best product for the public… Show more Responsibilities:- I led a team of 10-14 researchers working on everything from iPlayer, to Red Button and Mobile- We worked with technology and marketing teams on business cases, functionality, branding, marketing and measurement of technology products.Achievements:- My teams work was instrumental in the launch of BBC iPlayer - both in getting permission from the then BBC Trust to launch the product but also working with the team in shaping the best product for the public. - I was shortlisted for "Best New Thinking" for my paper on the future of cross media measurement from the Market Research Society.- Working in this team gave me an excellent grounding in the development and support for technology products which has helped me throughout my role in Audience Services. Show less

Responsibilities:- Led a team of 10-12 researchers working on all aspects of BBC television- The BBC is an underwriter of BARB (TV ratings) and I sat on the working Board, negotiating decisions on priorities, costs and discussing methodologies. - Each of my team were key advisors to senior management on channel and genre strategyAchievements- In 2004 I introduced the BBC's biggest online survey. The Pulse gives daily feedback from thousands of of viewers on TV and Radio… Show more Responsibilities:- Led a team of 10-12 researchers working on all aspects of BBC television- The BBC is an underwriter of BARB (TV ratings) and I sat on the working Board, negotiating decisions on priorities, costs and discussing methodologies. - Each of my team were key advisors to senior management on channel and genre strategyAchievements- In 2004 I introduced the BBC's biggest online survey. The Pulse gives daily feedback from thousands of of viewers on TV and Radio programmes. It is still running today and has been updated to include new technologies- Worked on the move the the News from 9pm to 10 pm and all the associated schedule impacts- My recommendations shaped everything from Christmas schedules to the placement of the 4th Eastenders Show less

London, United Kingdom

Responsible for all research and insight around the channel. At the time there were fewer digital only channels, and Sky One had a 7% share in Sky homes, with first run Friends, ER and Buffy the Vampire Slayer.

London, United Kingdom

Carlton took over the ITV London Weekday franchise from Thames in January 1992. I worked primarily on the sales side of the business, showing the effectiveness of advertising with us. I rose from Research Assistant through 4 promotions to become Research Manager within a relatively short period of time. Being part of the Carlton team from pre launch through to relative maturity gave me a thorough grounding in the commercials of television and the underpinnings of data and research.

Msc, Product Marketing

Bachelor Of Arts (Ba), Economics And Politics

Activities and Societies: Head of the RAG society