Scott Adams Email and Phone Number

I currently maintain all CSG incentives across Sales & Service including our offshore partners from SM/OM level down to the Advisor population. Within my role I manage 4 Insight Analysis with over 20 different schemes based on the RTM across the sites

Within the role I looked after the Home Move campaign within Livingston and support Falkirk, Leeds & Newcastle, setting targets and strategy across Sales KPIs and operational KPIs. I work very closely with Commercial Trading so we can deliver the best service to our customers.  Delivered record breaking Home Move Sale through Service within the last year with new product launches. Created a culture within the operation leads that Sales can be the best customer service.  Re-launched Sales Through Service after stopping due to Covid and was used across the 12 Service sites due to the success. Implemented a new BAU incentive scheme to Home Move to reduce spend and support Advisors/CELs with conversational changes and objection handling.  Delivered changes to the Home Move process working with senior stakeholders within the change teams.  Delivered over 90% CAPA scores as compliance was a main KPI

Within this role I look after the retention campaign within Glasgow, setting targets and strategy for the coming year. I work very closely with our CSG colleagues as well as the management team and support functions across the various sites, to help deliver the business strategy and targets, whilst making sure we do the right thing for our people and our customers.  Delivered record breaking churn numbers within 2019 that will eclipse 2016 Churn to 10 campaign that I was also a major stakeholder in.  Created and delivered churn reduction initiatives which fed into the business ‘Churn to 10’ campaign realising a benefit of c.1% of saves and increasing revenue of £3.2 million annually.  Delivered project “Admin fee” across the save estate, connecting with over 2.5k advisors with a £16 million increase in business profits.  Supported and landed offer changes with the new Decisioning tool and at the same time was a part of the successful team that landed Bridging.  Created a culture of prioritising shallower offers to reduce cost per save whilst maintaining performance. Regularly required to present performance and strategic initiatives to senior stakeholder management up to Director level. Implemented a new incentive scheme that reduced credit and offer spend within a campaign with a yearly saving of over £1.1 million. Ownership and responsibility of large incentive budgets to drive sales performance, £1.6 million per year.

As a Senior Trading Ops Executive I look after the business targets and strategy for a retention campaign within Sky across multiple sites throughout the UK. I work very closely with our marketing colleagues as well as the management team and support functions across the various sites, to help deliver the business strategy and targets, whilst making sure we do the right thing for our people and customers. Experience and Achievements: • Delivered record breaking churn to 10 campaign.• Created and delivered churn reduction initiatives which fed into the business ‘Churn to 10’ campaign realising a benefit of c.1% of saves and increasing revenue of 3.2m annually. • Delivered project “Admin fee” across the save estate, connecting with over 2.5k advisors with a £16million increasing business profits. • Supported and helped shape large initiatives landing within the Platform estate including Offer strategy, Simple Segments, Call demand deflection• Created a culture of prioritising shallower offers to reduce cost per save whilst maintaining performance.• Regularly required to present performance and strategic initiatives to senior stakeholder management up to Director level• Implemented a new incentive scheme that reduced credit and offer spend within a campaign with a yearly saving of over 1.1m• Vast outsource contact centre experience and management working closely with both Webhelp and First source for over 5 years • Ownership and responsibility of large incentive budgets to drive sales performance, £1.6 million per year

As a Trading Operations Executive I was responsible for driving multiple metrics and supporting performance across Sky's two largest save campaigns: TV Cancellations and Value. Skills and Experience: • Detailed performance trackers across all campaigns and metrics• Dialler strategies and data deliveries• Involved in the launch of any big campaign changes • Created and communicated out briefing material across multiple sites• Created and managed incentive overlays to drive performance • Look after business targets and strategy within the TV Cancellation and Value campaigns. • Responsible for driving performance across TV Cancellations and Value Estate• Responsible for launching and removing offers from our TV Cancellations/Turnaround offer toolkit.• Responsible for supporting and implementing new business propositions from creation to completion.• Regularly study trend analysis to identify performing outliers and then work with the operation to improve.

As a Sales Manager I was a second line manager to the head of sales operation with nine direct reports with an overall headcount of 120 people. I was responsible for conduct performance and development reviews with all direct reports, providing continual development journeys to enhance their skill set.Skills and Experience: • Identify ways to improve customer sales experience, by monitoring quality and compliance scores and striving for highest customer satisfaction levels within my team.• Influence the behaviour of others through leading by example, and displaying positive Leadership and Values.• Ability to communicate at all levels (up to Director level) successfully.• Ability to prioritise workload and meet deadlines set of myself and my team• Build and maintain strong relationships with internal key stakeholders and support functions consistently.• Regularly review priorities and ensure key drivers of the business are adequately resourced.• Anticipate barriers to achieving results and develop contingency plans. • Provide a clear vision for others to work towards that reflects values and cultural characteristics• Deliver quality coaching sessions to Customer Experience Managers and Leaders to enhance overall site performance• Develop a healthy sales and service culture which balances individual performance against departmental performance, regularly exceeding targets set.• Plan and participate in Recruitment initiatives as well as overseeing assessment centres. • Manage absence and attrition through identifying trends, highlighting concerns, and working in conjunction with business HR managers• Works with Open Door policy through focus groups to drive improvements throughout the business.• Maintain an effective communication flow between direct reports and their team members, via email and face to face discussion.