Will Shaw Email & Phone Number

Lowton, England, United Kingdom

Astley Moss

Worsley

• Design, implementation, rollout and management of the “Voice of the Customer” (VoC) customer feedback programme across the UK & Ireland business and support of the rollout into 29 other Linde Group countries
• Retention of £1m of customer spend per annum and positive contact with additional c.£6m per annum value of customers leading to 4% uplift in spend
• Creation and implementation of the VoC process and capture methods across the UK & Ireland business in 2013 and leading 2015 alignment of global rollout – c. 25,000 items of customer feedback per annum for UK & Ireland
• Creation and management of the customer response team in the UK
• Identify issues and drive change using data analysis to achieve Customer Experience goals
• Responsible for technical relationship with 3rd party supplier for improvement and support of the software

Worsley

• Development and maintenance of competition information function for the UK. Provision of strategic and tactical competitor analysis and delivery of insight and information to drive and support business strategy and PSO.
• Conduit for competitive intelligence from around the regional business unit
• Inform sales and marketing strategy and initiatives through strategic analysis of competitors in the UK
• Cross functional collaboration to drive competitive positioning and improve intelligence reporting and analysis
• Initiate and support projects with competitive analysis contributing to the creation and delivery of new PSOs
• Create visible reporting to the wider business promoting legal compliance in competition interaction

Worsley

• Account management, growth and acquisition activity primarily using telephone contact.
• Personal responsibility for £3.5m portfolio of c.100 customers
• Accountability for profitability, growth, debt recovery and turnover figures of assigned portfolio of small to medium sized customers achieving personal targets for new business, revenue growth and contracting.
• Built and maintained strong relationships with existing and prospective customers
• Establish and maintain cross functional relationships with sales, support functions, retail and distribution network internally
• Utilised pricing authority to achieve financial targets consistently

Worsley

• Outbound telephone sales & campaigns role as part of a larger team. Responsible for contacting compressed gas customers defined as “Unmanaged” (circa 67,000 in total) as part of an overall customer contact strategy.
• Sales responsibility during sales campaigns hitting specific measures and targets for revenue
• Addressing customer pricing and service queries through SAP customer management system
• Worked with a number of different functions during campaigns
• Performed market research and data gathering exercises
• Attended sales skills courses (Internal and External)

Bachelor'S Degree, Total Quality Management

A-Levels

High School