Matthew Timms's Email Addresses & Phone Numbers

📖 Summary

Over 20 years of building and growing strong multichannel retail businesses in a number of industry sectors. Strong customer experience orientation with significant expertise in Multichannel, eCommerce, mobile and digital. Responsibility for commercial leadership of business units including P&L management covering a number of channels including online, contact centres, retail outlet management and mobile. Strong digital marketing background including, paid advertising, aggregators, search, social media and mobile including multi-million pound budget responsibility. I have developed innovative online and offline business initiatives for large corporates including Santander, Lloyds TSB, Novartis, General Motors Europe and Vauxhall Motors. Specialties: eCommerce, P&L management, General Management, Digital Marketing, Multichannel management, Social Media, Mobile, Digital, Marketing, Customer Experience, team leadership, Board experienceGlobal Head of Digital Commerce @ From January 2014 to Present (2 years) United KingdomDirector, Digital Enablement @ Responsible for driving the digital enablement of the bank covering knowledge management, staff collaboration and communication, digital technology including intranet and internal social media. Management of internal systems, processes supporting staff and 3rd party services for staff in the UK. From February 2013 to December 2013 (11 months) London, United KingdomDirector, RBS acquisition @ Leading the commercial and legal activities to complete the £1.8bn Santander acquisition of the RBS divesting business, including regulatory management, customer impact analysis and recommendations, and customer communications including: ● Product propositions: Development of the product propositions for transferring customers with the Product teams, internal approval and presentation to the FSA ● Regulatory management: Working with the FSA and UK authorities to ensure acquisition approval ● Legal: Managing the Part VII transfer process through the High Court and co-ordination with the deal team and managing implications of the EU State Aid attestations ● Customer experience: Working across the organisation to ensure the customer journey and experience of the acquired RBS customers is positive ● Governance: to manage the project effectively From December 2011 to February 2013 (1 year 3 months) London, United KingdomDirector, eCommerce @ Responsible delivery of the customer propositions and over £150m income from the Internet and mobile channels including: ● Commercial management: P&L and balance sheet – with consistent yoy double digit growth ● Sales management: Growing the sales volumes to lead the industry for key products, building momentum in sales and growing volumes four fold between 2007 - 2010 ● Multichannel strategy: Developed multichannel strategy including Social Media and mobile ● Customer and experience proposition delivery: Re-launched website, delivered industry leading online bank and mobile / iPad customer services ● Online process improvement: All digital sales processes enhanced including increasing bank account sales conversion by 30% ● Digital marketing: responsible for delivering over £10m in marketing spend across digital, search, aggregators and affiliates, delivered source tracking enabling industry leading CPS ● People management: Building and development of the eCommerce team ● Acquistion integration: Successful integration of A&L and Bradford & Bingley digital / online businesses ● Mobile: Developed the mobile propositions including iPad applications ● Member of Retail Distribution executive From June 2007 to December 2011 (4 years 7 months) London, United KingdomInternet & ATM Director @ Responsible for running the Internet & ATM business unit including the P&L, customer acquisition, online banking service, website development, online/digital customer service and ATM operations including: ● Commercial management: Channel P&L management delivering double digit profit growth of Internet business, CBT doubled from 2004 to 2005 ● Sales Management Online: Built sales momentum delivering growth of 25% in 2005 ● Retail Management: frontline retail experience including sales management, retail store management, franchise growth, risk and people management ● Customer growth: Maintained LTSB market share as the largest online bank – growing the customer base by 21% in 2005 ● People management: leadership of over 400 staff in the business ● Customer service and operational management: Two contact centres plus ATM & internet operations supporting over 750 million customer transactions per year ● Proposition development: First to market with e-Signatures, text banking, 2 Factor security and “text for” services ● Risk and fraud management: Internet and ATM fraud, maintained an industry leading position in fraud losses ● Customer experience delivery online: Set up first LTSB customer experience team focussed on improving service experience through the channel ● Member of the Distribution Executive Committee & Consumer Bank ExCo ● Board member of LINK and Get Safe Online companies From January 2004 to May 2007 (3 years 5 months) London, United KingdomChief Web Officer @ Globally responsible for driving the growth of online and digital in the business, working with the markets to develop key initiatives focus on the Global business priorities. Dual reporting to the CEO Pharma and the Corporate CIO, the role was responsible for the Global leadership of Novartis e-Business activities. ● Development the Global strategy and priorities for the CHF180M e-Business budget focussing on reaching key customers through innovative new business ideas ● Responsibility for the Global e-Business group of 15 FTEs, and for leading the Global organisation of 100+ FTEs in top 10 countries ● Direction of the implementation and scale up of e-Detailing delivering incremental sales ● Improving clinical trial efficiency using web based technologies ● Management of the leading Pharma Portal (Heathandage.com) with 10 million visitors / year ● Effectively positioned Novartis in the top three Pharma companies for e-Business priorities (source: Datamonitor 2001 and 2002). ● Pharma Executive Committee and Member of the Novartis IT Board From August 2000 to December 2003 (3 years 5 months) Basel Area, SwitzerlandEuropean Manager, eCommerce @ Pan European development of the consumer offering in 23 countries, including the GME.com website and digital marketing and promotion, building common capabilities in the markets around key priorities of car configuration, dealer location, and online marketing including: ● Developed the Pan-European e-Commerce strategy including the institution, recruitment and set-up of the e-Business organisation. ● Led the European deployment of the Global BuyPower implementation, and upgraded the European consumer website including strategy, launch and consumer marketing of the website. From April 1999 to August 2000 (1 year 5 months) London, United KingdomNew Media Manager @ Built the online business to retail Vauxhall products online, inlcuding sales, marketing, customer acquisition. Launched the first used car locator online, completed marketing deals with Ski Club of GB and Traffic Master. Built the first car configurator and online car shopping experience in the UK. ● Supported the launch of the first direct to consumer website allowing customers to buy the special edition .com range of cars online (UK Industry first) ● Launched the NetworkQ used car locator, that delivered a ROI in the first 3 months (UK Industry first) From April 1995 to April 1999 (4 years 1 month) Luton, United KingdomSenior Account Manager @ Managing client relationships for Vauxhall & Royal Mail International From 1993 to 1995 (2 years) Bachelor's Degree, Physics @ Southampton University From 1988 to 1991 Matthew Timms is skilled in: E-commerce, Digital Marketing, Strategy, Online Marketing, Management, Mobile Devices, Multi-channel Marketing, Internet, Retail Banking, Digital Strategy, Marketing Communications, Executive Management, Online Advertising, Stakeholder Management, Direct Sales