Steven Hand Email and Phone Number

* Develop and drive Retail Innovation across all Samsung categories (Mobile, Wearables, TV & Audio, Computing, Home appliances, Energy/Climate solutions etc)* Bring the 'One Samsung' strategy to life at key flagship stores; Samsung KX, Harrods and Selfridges

* Develop future CX strategy for Gatwick Express, Great Northern, Southern and Thameslink brands.* Create aggregated programme of CX activity to deliver customer, commercial and DfT outcomes.* Reboot Service Standards and Customer Service Training.* Develop customer data and insight capabilities, customer journey mapping and service design skills.

Waitrose – the UK’s £7bn premium grocery supermarket with over 330 stores – part of the John Lewis partnership. Over 5m customers and 150k e-commerce orders per week.• Reported directly to the Chief Marketing Officer and responsible for CX strategy, customer journey mapping, proposition innovation, customer metrics, trade plan optimisation and the £55m+ annual store investment programme.• Reversed historic under-performance in a £400m+ category and increased sales by 10%. Overcame siloed ways of working with a service design-led approach that improved product range, packaging, presentation and marketing communications. • Drove £30m+ incremental sales through 38 branches and improved customer perceptions by 25%. Led a cross-functional team to create a new product proposition, reinvigorating store layouts, product ranges, customer messages and in-store events.• Increased self-service checkout volumes by 34% (52% to 70%) and increased customer satisfaction by 46% (26% to 38%). Re-designed the checkout experience, updating technology, improving store design, customer messaging and staff training.• Achieved No.1 industry ranking from Greenpeace for the reduction of plastics. Redesigned the ‘unpacked’ shopping experience for loose pasta, grains and cereals and led an industry solution to replace product packaging with reusable dispensers.

One of the UK’s most loved and trusted retail brands, known for quality products, customer service and its 100% employee ownership model. £5bn sales per year.• Reported directly to the Director of Customer Experience and Communications. Responsible for the John Lewis CX strategy, customer journey mapping, proposition innovation, customer metrics, retail events and visual merchandising. Team of 38.• Overturned a perception of a stale and undifferentiated department store, improving ‘inspiration’ metrics by 15% YoY. Led a matrix team to design & launch a radical, new ‘store concept’ in 120 days, including new customer service standards. • Increased premium fashion & home sales by 24% (£19m to £24m) and improved customer scores by 13% (65% to 74%). Re-introduced a focus on ‘human service and expertise’ across digital and physical channels to reinvent the shopping experience and increase average transaction value.

One of the world’s most famous retailers with its flagship Knightsbridge store, recognised globally as the destination for luxury shopping experiences, retail theatre and unparalleled levels of customer service. Achieves over £550m sales annually. • Reported directly to the Director of Marketing and responsible for driving world class shopping experiences in all 17 departments, using CX data and insight. Improved net promoter score across physical and digital channels by 14% (63 to 72). Team of 14.• Modernised the customer insight programme and delivered a £10m portfolio of CX improvement projects, including refreshed service standards, updated store design and navigation principles and the transformation of services to digital self-service.

£3.5bn turnover global communications leader, listed on the London FTSE100, with over 20% market share in the UK. Consistently ranked as one of the UK’s most valuable brands. • Reported directly to the Director of Customer Experience and responsible for designing and optimising all customer acquisition journeys (iPhone, Contract, Pay as you go). Managed the transformation to self-serve, including regulatory number portability. • Increased iPhone sales by 30% and improved year on year customer satisfaction by 80% (12% to 22%) whilst complying with Apple’s stringent operational standards. Managed E2E customer journeys across all stores, digital and call centre channels.

• Reported to the Head of Trading and responsible for the design and ongoing optimisation of the annual £550m+ Pay as you go trading plan, and the alignment of retail marketing plans across store, digital, affiliates and call centre channels. • Replaced an inefficient and siloed process with an engaging and cross-functional team approach to the annual trading plan. Ensured historically siloed stakeholders understood their role and impact on overall brand performance and profitability.

• Reported to the Head of Sales & Marketing. Responsible for developing and bringing to market the Vodafone FreeSIM product, including the ongoing marketing and channel strategy (£15m budget). Grew UK revenues to £26m in 15 months.• Negotiated and implemented a new media strategy, produced 500+ marketing assets that were optimised across all owned, paid and earned media. Established exclusive creative ad formats with Google (improving ROI by 250%). • Optimised customer journeys across all channels (store, digital and call centre). Advised Vodafone Group and Spanish, Dutch and German markets on best practice.

Digital advertising agency, based in London, Campaign’s Digital Agency of the Year in 2006. Its clients included O2, Unilever, Nokia, MTV and Mercedes. • Reported directly to the Managing Director, responsible for developing and delivering O2 brand and retail marketing campaigns to achieve customer and commercial outcomes. Developed pilots of new media tech such as Facebook, mobile apps.

An award-winning advertising agency specialising in digital, direct marketing and data with clients including ANZ bank, Ford, Heart Foundation of Australia, Nestle and Qantas. • Reported directly to the General Manager and responsible for the development of the retail marketing campaign and channel strategy for ANZ credit cards and the social media strategy for the Heart Foundation of Australia.

Global marketing and technology agency, within the Publicis Groupe network, specialising in creative, data-led marketing for clients like Coca-Cola, BT/EE, Samsung, Procter & Gamble.• Reported directly to the Managing Director. Responsible for developing and delivering digital brand campaigns, including FMCG brands Barilla (Italy) and Snickers (UK/EMEA)• Grew the Nakheel account from a £250k project to an annual retainer of £4.4m with attributed sales of £20m+ over 2 years. Galvanised the planning, technology and creative teams to deliver a programme of websites and digital marketing campaigns.

A full-service advertising agency in London with a strong track record of delivering creativity, originality and effectiveness. Clients included Nike, Apple, O2, Land Rover and Unilever. • Reported to the O2 Group Account Director and responsible for the development and delivery of ‘O2 moments’ loyalty campaigns for ‘O2 Wireless festival’, ‘O2 Undiscovered’ and ‘O2 Football at Arsenal’.

A creative advertising agency in Melbourne, Australia that specialised in innovative and engaging digital experiences for retail brands. Grew from a startup to over 150 people in 2006.• Reported directly to the Manager Director and Founders, responsible for developing and delivering marketing campaigns and websites for Nine West, Gandel Shopping Centres and Netspace broadband. Led the growth of new business accounts.

The largest telecommunications company in Australia, with turnover of over $40b, a market share of over 50% in phone, 70%+ in broadband and a market share of over 30% in pay TV.• Reported to the Head of B2B Pricing and responsible for competitor analysis, development of pricing propositions and supporting tender responses.

• Graduate placement. Reported to the Services Marketing manager. Led the delivery and optimisation of the marketing plan for consumer subscription services.