Sam Calvert Email & Phone Number

Edinburgh, Scotland, Gb

GoFibre is a start-up Scottish based full-fibre broadband provider and network builder, previously trading as BorderlinkAccountable for all sales, marketing and customer service activity.Managing revenue streams from Consumer, Business, Wholesale customers managing the full P&L for the commercial side of the businessResponsible for 5x growth in customer base and revenue throughout 2023Public procurement lead for Project Gigabit programmes of work

Edinburgh, Scotland, Gb

- Reporting to the CEO as a member of the Executive Management team, accountable for the Consumer business with end-to-end accountability for the newly created P&L- Developed the overall brand, marketing, and customer service strategies as well as the Consumer sales and loyalty strategy - Launched the GoFibre brand to market: defining the PR strategy, customer proposition and media channels usage, as well as implementing new digital sales and service channels

Glasgow, Gb

Member of the Board of Trustees for Common Wheel, a Glasgow-based mental health charity who provide meaningful activities for patients such as bike-building, climbing, music and art.

Sheffield, S. Yorkshire, Gb

- Member of the Plusnet plc board, accountable for end-to-end performance of the Plusnet brand within BT group - Grew the £400m P&L by 3% during the pandemic period, by focusing on core activities and customer service- Defined and executed a new brand and customer strategy, leading to a 27% reduction in customer churn and record sales growth- Transformed the marketing functions by introducing digital automation for our customer lifecycle and integrated core activities with BT Group to reduce marketing costs by 16%- Executed digital transformation of customer retention and recommendation processes

London, Gb

- Accountable for the management of all acquisition, retention, and sales support for the BT brand, a £1bn sales channel - Led the team of 3000 sales and service advisors in 16 locations throughout the UK - Led and executed delivery of a new contact centre operating model, sales methodology, customer experience approach and reward structure which led to an uplift of 40% value driven per interaction - Increased in Net Promoter Score from 12 to 45+ in a nine-month period alongside increased employee engagement from 70% to 89% - Launched and led service support functions for retail teams, home-movers, and advanced service issues

London, Gb

- Led the Go-to-Market strategy and change delivery for all service and sales operations: including planning, execution and post-launch embedding- Owned all sales and service targets for the operational teams, accountable for both sales’ delivery and customer service excellence across 6000 advisors - Successfully executed the launch of new product categories BT Plus (converged bundles) and BT Mobile - Introduced new quality frameworks for call handling and personalization of service discussions leading to an increase in customer satisfaction

London, Gb

- Accountable for acquisition sales performance for the BT consumer brand, c. £260m new business a year - Led digital transformation of back-office functions, reducing manual workload by 50% - Led offshoring optimization approach, reducing back-office costs by 26% - Led and launched the B2B sales functions for BT Sport, creating £100m in new revenue

London, Gb

- Defined automation strategy and CRM approach for the contact centre sales channels - Led systems transformation execution: reducing costs by 16% and increased value-add sales by over £10m a year- Created an ongoing sales transformation function with over 25 project managers, business improvement consultants so continuous improvement was embedded in sales culture

London, Gb

- Defined online sales strategy for all core products, including automation approach, upsell paths and customer journeys - Achieved over 40% year-on-year digital sales growth via a full site redesign and refocus of digital sales journeys- Created and delivered the first omni-channel sales journeys across digital and contact centre channels for the BT brand

London, Gb

- Launched BT Total Broadband online, to create record sales growth online - Automated sales acquisition journeys on bt.com – the first-time customers could buy a new line without speaking to a contact centre- Led and executed BT’s content strategy, SEO optimization and affiliate strategies

London, Gb