Terrie Butcher Email & Phone Number

United Kingdom

Lancing, England, United Kingdom

• Organisation designing, developing and implementing warehouse management solutions. Appointed to lead on all post-project customer services as a member of the Senior Leadership Team reporting directly to the MD.
• Lead the Support and Helpdesk Teams with accountability for all recruitment, performance and regular reviews creating a culture of excellence in service delivery with the customer at the core.
• Manage all customer satisfaction surveys and feedback acting as an escalation point and implementing service improvements as required.
• Significant cross-functional collaboration to support rapid and accurate resolution of issues, working closely with Head of Development and client Stakeholders.
• Use Agile methodology to deliver client improvements taking ownership of the monthly SalesForce reporting ensuring alignment with the plan/JIRA/SF.com, lead weekly stand-ups with tracking in DevOps in addition to.

Brighton, United Kingdom

• Direct approach to join team in new role leading a team of travel specialists working directly with customers and indirectly supporting over 435-member travel operators. Remit to improve conversions through improved.
• Develop customer service strategy as a member of the Strategic Leadership Team reporting on progress by trend monitoring and analysis across all customer touchpoints with a focus on growth and productivity
• Lead the overall improvement in both customer and member experiences by enhancing the existing culture with more cohesive cross-functional working and a fun, empowerment, and personal growth agenda
• Create and implement full recruitment cycle: talent selection process, interviewing through to induction
• Liaised with and supported Members in customer service including issue management, as well as conversion and sales techniques through onsite visits, training, and coaching Key Achievements
• Increase conversions year on year by 10% by development and coaching in both direct staff and members teams

London, United Kingdom

• Approached to join company by the Executive Vice President to grow UK market. Flagship store in Stratford (London) is underperforming with the lowest NPS scores across a chain of up to 300 stores across the US. Remit.
• Lead the UK across all areas of operations, marketing, merchandising, and customer service developing the UK retail strategy focused on customer service, increasing sales and expansion
• Represent UK in the global business ensuring compliance with local legislation and advising on UK strategy
• Accountable for P&L of £15m developing UK market into a profitable business able to expand year on year
• Recruit, train, and lead team of 125 (18 managers, alterations teams in all 4 locations and Bridal experts)
• Create positive culture of empowerment, development and coaching encouraging all team members to grow consistent across all UK stores

Le Barroux, France

Carpentras, France

• Career developed from entry as Store Leader, to Multi Store Leader, Market Leader, and Flagship Store Leader. Managing revenue budgets up to £300m and over 600 staff.
• One of the 1st Market Leaders across the Apple Retail stores involved in creating and defining the Market Leader role to meet the needs of a rapidly expanding company
• Selected to create Apple Store’s leadership on the floor program: training new leaders in sales leadership, visual/merchandise standards, and external training programs
• Lead in hiring to support Apple’s growth strategies across US, Australia, and UK
• Store launch expert supporting global expansion measures across US, Australia and UK helping recruit and launch new teams and stores
• Troubleshooting support at underperforming stores: identify root cause, and create a high performing team

• Recruited to develop a retail element to support the existing online business.
• Create customer service strategy, recruiting and developing talent
• Open 7 stores within 2 years establishing a clear brand presence
• Accountable for all P&L across retail from margins, payroll and setting sales targets