Val Clarke Email & Phone Number

Bromsgrove, Gb

Birmingham, England, United Kingdom

Birmingham, England, United Kingdom

Operational Strategy & Execution:o Defined and implemented company-wide operational strategies aligned with growth targets, optimizing cross-department workflows to improve efficiency and chargeability and reduce costso Developed KPIs and regularly evaluated operational performance, enabling agile adjustmentso Increased Chargeability and increased revenue streamsTeam Leadership & Development:o Led and developed a team of 30 growing to 60+ professionals across operations, customer support, product management and development, technical, marketing and product delivery, fostering a collaborative culture and outstanding employee feedback with an Employee NPS score over 60o Managed organisational change through 2 acquisitions and retaining 100% employees in 2024o Launched training programmes focussing on emerging technologies and industry best practiceClient Experience & Relationship Management:o Worked directly with client success teams to resolve high-level client challenges and ensure satisfaction, resulting in a 98% client retention rate and increased account expansion and upsell opportunities. Client services and licence acquisition increased YOY. Managed, maintained and owned key relationships with C-level executiveso Introduced feedback mechanisms to capture client insights, driving continuous product improvements and aligning features more closely with end-user needs. o Managed client satisfaction across the business resulting in current Client NPS score of 73Financial Management, Budgeting & Reporting:o Managed the annual operations budget, optimising resource allocation and growing budget annually in line with Top line growth. . o Partnered with executive leadership colleagues and strategic group board Oversaw the creation of reports and data analyses on Excel and Power BI, in order to enable informed decisions, achieving enhanced chargeability and over-performing on top and bottom lines.

Coleshill, Birmingham

Strategic manager responsible for customer partnerships and satisfaction. Managing the support department and account management and customer service teams, aligning business strategy with customer needs.

Customer support management: Monitoring and reporting on support, complaints and internally for system downtime. All aspects of after sales and account management from point of sale to end of contract and designing training programmes. Project Management for all new projects including British Standard compliance, new customer website and new software development packages.

Lyon Area, France

• Business development/marketing o Direct mailings, lead generation, client visits, and product demonstration• Key account management o Responsible for client journey a-z, ensuring customer satisfaction whilst maintaining maximum sales volumeo Built new UK market and client base

Lyon Area, France

Ma(Hons) French Language And Literature, French Language And Literature

Bookkeeping And Accounts

Cipd Learning & Development