Reporting to the Chief Executive Officer and as a member of the Board, I am responsible for the performance, growth & profitability of the business through a team of direct reports covering Sales, Marketing, Operations, Finance, HR, Legal & IT, across the UK & Europe.

As a Board Director for UK/EU and US companies, I work with the CEO/CTO to lead the strategic direction of the business.Having transformed the operational functions of the business in my previous roles having been promoted in April 2020, I am now also responsible for Sales & Marketing, Customer Account Management, Legal & Data Protection, Quality & Compliance and Human Resources across the UK, Europe and the United States.

Reporting to the Chief Executive Officer, I am responsible for all operations related activity across the UK, Europe and the United States, having direct reports in each territory. Responsibilities include electronics product manufacturing, lone worker alarm handling through an EN50518 Alarm Receiving Centre, Information Technology & Infrastructure (high uptime with multiple levels of redundancy), Customer Services, Training, CRM Systems (ConnectWise & Salesforce), General Counsel / Legal, Data Protection, Quality and Compliance. As an Executive Board Director for UK, EU and US companies, I work with the CEO and UK Managing Director to lead the strategic direction of the company. Key Achievements: Creating an extremely effective operations team from previously disparate departments. Improvements delivered in communication, forecasting & ordering, end to end inter-departmental processes, customer onboarding and customer satisfaction. Successful achievement of all external audits and successful delivery of business transformation leading to GDPR compliance ahead of deadline. Standardisation & simplification of products and services in order to drive internal efficiency & very high levels of customer satisfaction across the customer journey (Training CSAT 100% & Customer Services CSAT 93%). Minimised costs through introduction of headcount modelling, productivity analysis, contact volume reduction and process reengineering, resulting in leaner teams delivering word class service (as measured by NPS). Also transferred product build from existing major CEM (Certified Electronics Manufacturer) to new one within 8 weeks and at minimal cost.

Responsibilities include electronics product manufacturing, lone worker alarm handling through an EN50518 Alarm Receiving Centre, Information Technology & Infrastructure (high uptime wth multiple levels of redundancy), Customer Services, Training, CRM Systems (ConnectWise & Salesforce), General Counsel / Legal, Data Protection, Quality and Compliance.

Reporting to the Business Services Executive Director, I am personally responsible for all Business to Business client onboarding across multiple products ranging from Contact Centres, Roadside Assistance and Accident Management. Having reviewed the functions strategy, I commenced a transformation of the operation to provide greater end-to-end rigour from bid management through implementation to post-implementation trading, ensuring that compliance is achieved, contractual cover is in place and revenue performance is maximised. I have developed my team to provide this robust and critical support to a £195M function, delivering exemplary service to circa 500 key corporate accounts. I also lead a desk-based sales function, account managing 400 clients, focusing on renewal and incremental business growth.I am currently a key lead in the company’s replacement CRM system programme, the largest change in Business Services history and I personally represent Business Services on various company-wide senior strategic committees covering FCA Treating Customers Fairly, Data Protection, and Risk, Compliance & Audit.Achievements include:• 151 successful on-time client implementations in 2014, totalling over £10m revenue value• Compliance achieved through the centralisation & update of over 475 regulated documents into the function• Contact Centre Product Strategy proposed to board, agreed and in development for launch• Key high profile outsourced contact centre renewal

Asked to return to RAC and reporting into the Head of Sales and Service, I was personally responsible for the strategic review and development of the Membership Customer Services, Quality Assurance and Outbound Sales functions. Leading the organisational re-design of these functions and through the development of my teams, I delivered the incorporation of customer service best practice, a customer service system implementation, complaint root-cause analysis, complaint reduction strategies and FCA compliance quality assurance for the wider Sales Centre. Latterly, due to my career experience, I was asked to join the Sales & Service Contact Centre Transformation Programme, acting as a key contributor in delivering the largest transformation of the Sales & Service Contact Centre in RAC’s history. Achievements include:• Customer service response times reduced significantly from 16 days to <5 days• Author of RAC’s company-wide Customer Service Standards Policy• 20% point improvement in sales quality and compliance• Successful delivery of contact centre transformation – circa 25% reduction in basic salaries across 300FTE• LiveChat implementation - 70 incremental sales per week during initial pilot• Outbound sales improvement from 1.9 per hour to 3.7 per hour• Outbound sales penetration increased from 20% to 37%

Reporting to the Head of Contact Strategy, I was personally responsible for the strategic review of organisational design, people development, recruitment model, induction, training, staff welfare, resource planning and held Head of Site responsibility. I led the transformation of this 300FTE Customer Services Contact Centre, through the development of my team and management of outsourced supplier services, to successfully deliver numerous services through multiple channels, to over 850,000 customer and dealer contacts per annum, across five highly recognisable brands - Audi, Volkswagen, SEAT, Škoda and Volkswagen Commercial Vehicles. Services included complaint handling, sales enquiries, frontline calls, executive correspondence, social media, outbound lead generation, hire car management, goodwill budget management, claims processing & parts and technical services support with an operating budget in excess of £10m per annum. Reporting progress to individual brand board directors, within 20 months this delivered: • 16% increase in customer satisfaction to 81%• 98% complaint categorisation – supporting robust root-cause analysis for customer service improvement planning• 17% increase in right information right first time to customers • 11% increase in dealer satisfaction across a network comprising 850 dealers • 8% decrease in employee attrition during a time of significant transformation change

Performing a variety of senior roles during my career with RAC, reporting into various Heads Of Departments / General Managers. Roles included: • Team Manager – Audi Customer Services, Breakdown Assistance Centre • Account Manager – Volkswagen Group, Porsche Cars Great Britain & BMW• Customer Services Centre Manager – Volkswagen Retailer Support Centre & Porsche Customer Services• Centre Manager – Customer Solutions Centre – 300 FTE, Customer Services & Patrol Deployment • Centre Manager - Corporate Clients • Centre Manager – Volkswagen Group Roadside Assistance ProgrammeI delivered various performance improvements in each of these roles, some of which include:• £1m in-year operational cost savings• £1m mitigation of KPI penalties• £500k reduction in client debt• £300k growth in revenue • 4 major contract wins• Employee satisfaction scores in excess of 98%• Customer satisfaction scores in excess of 90% each month

• 2,500 personal account portfolio• Debt Management, Sales and Service responsibility & targets