Stuart Mead Email & Phone Number

Leading the strategy, management, development and setup of Customer Services across the global footprint for Next Generation Products (NGP). Focusing on developing and enhancing the current framework, and working with both central and market functions to drive innovation within customer service. Responsible for set up and management of third party outsourced omni channel multi brand contact centres covering Europe region handling c 35,000 contacts per month.

Bristol

Leading a team of 40 through 4 managers, responsible for co-ordinating and managing the market execution programme as agreed by the Head of Market. Working as a pivotal part of the Market management team, responsible for all communications, administration & logistics when deploying strategic plans into the market for execution. Supporting Regional Business Managers and Heads of Channel by communicating & enabling the strategy agreed with the Head of Market and Cluster Marketing Team. Delivering back office support and administration to a nationwide field salesforce of c.500 reps, major key accounts, and telephone, website and social media support to 40,000 customers and Imperial consumers. Continual development of sales support systems and processes providing simplification and enhanced agility. £6 million contract management of POS suppliers and maintenance contractors supporting 11,000 Imperial owned tobacco furniture units in store.

Bristol, United Kingdom

Reporting to the Head of Independent Sales, project managed the creation of the Award Winning Telemarketing operation (first of its kind in the highly regulated tobacco industry) for Imperial Tobacco UK. Having total ownership of Imperial’s Telemarketing operation, devising future strategy, managing operational performance, people recruitment and development, adherence to tobacco legislation and dictating campaign selection. The department focuses providing class leading support to trade customers and underpins the performance of 26,000 independent retailers (representing 10% of overall sales, £750 million p.a). Driving brand and customer advocacy, on shelf product availability to consumer and providing product and legislation support are the direct objectives leading to increased sales.

Clevedon, Bristol

A key member of the Customer Support Centre senior management team, with accountability for a department of 120 heads through a team of 4 team managers with a budget exceeding £1.5 million p.a. Responsible for leading and developing the department who deliver administrational and operational support for Comet’s sales and home delivery network. A key part of this role is ensuring relationships are maintained with both internal stakeholders as well as external customers due to the wide ranging and varied operations within the company.

Clevedon, Bristol

Responsible for customer contact strategy and operations of a 100 seat contact centre department handling in excess of 750,000 contacts per year through telephone, email, social media and remote connection with a budget of £1.5m. Providing technical support to Comet’s and 3rd party client’s customers with a range of products from Computers to Satellite Navigation, through various communication channels including telephone, email, web chat and remote connection support. Delivering tight SLA’s, liaising and meeting with 3rd party account owners and ensuring a smooth day to day operation is pivotal to this role.

Exeter, United Kingdom

Based at Comet’s Exeter services centre this centre covers 4 counties in the south west of England for both deliveries (100,000 per year) and repairs (40,000 per year). I was responsible for the support operation within the department which involved the management of warehouse, spares, administration/customer care and technical advisors. These teams and their respective managers provided the necessary support to the driver and engineering teams, enabling them to provide fantastic customer service as well as maximising revenue from guarantee claimback, extended warranties and chargeable work. This role also required me to stand in for the Services General Manager when he was away from the department.

Exeter, United Kingdom

Responsible for a technical department of 35 field and workshop engineers completing 40,000 repairs per year, through a team of 4 Technical Managers. This included ensuring the teams and their resources were used efficiently as well as ensuring the technical team’s performance was maximised.

Bristol, United Kingdom

Ownership of a team of 10 television and audio workshop engineers, organising their daily work, arranging holidays and training schedules, carrying out regular performance reviews and coaching and counselling when required. During holidays and sickness I also acted as cover for our field managers and my line manager.

Diploma, Foundation Diploma In Digital Marketing, Distinction

To teach ambitious students about acquiring clients for less, converting greater numbers of leads into profitable customers.

Diploma, Foundation Diploma In Social Media Marketing & Online Reputation Management, Distinction

Social media has become one of the dominant forms of communication in the digital space, drastically altering the traditional relationship.

City And Guilds 224 Electronics Servicing - Part 1,2 And 3, Electronics

Also included microprocessor systems.